An itec customer story

Dialling Up Frustration-free Phone Calls

Discover how ITEC ‘s Technology Managed Service helped this busy GP surgery transform their telephone system, along with the experience of staff and patients alike.

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3
GP's
5,000
patients
100
Square miles covered

CHALLENGE

Frustrated Patients and Overwhelmed Staff

Providing an exceptional service to patients was a top priority for the team at Bottreaux Surgery, but with outdated telephone systems in place, it was a real challenge. Every morning the practice would be flooded with calls from worried patients keen to book same-day appointments, get test results or request prescriptions. The existing system of analogue lines simply couldn’t keep up and a significant number of patients were left inconvenienced and frustrated. The old system was also very labour intensive, as well as expensive to maintain.

“Calls couldn’t get through leaving more and more patients feeling frustrated.”

- Matthew Gibbons, Surgery Business Manager
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SOLUTION

Bespoke Digital Overhaul

A complete digital overhaul was needed. ITEC Engineers stepped in to create a bespoke Technology Managed Service solution to ease the pressure on staff and make life simpler for patients.

To enable the practice to customise the call experience for patients, ITEC set up a state-of-the-art, super-efficient digital system. ITEC Engineers consulted carefully with the team at the surgery to design a call flow system that was suited to their needs – and would help them achieve their mission.

“ITEC’s solution unburdened our 18 admin, clinical and reception staff and freed them up to do their jobs even more effectively than before.”

- Matthew Gibbons, Surgery Business Manager
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RESULTS

Happier Patients, Happier Staff

With the new Technology Managed Service system from ITEC in place, customer complaints at Bottreaux Surgery have been slashed. Patients calling the surgery for an urgent appointment, test results or a dispensary request no longer have to face the added stress of not being able to get through on the phone. Feedback from patients and staff has been overwhelmingly positive.

Fewer complaints
More efficient staff
No more frustration

“Now we deliver a first-class service to patients.”

- Matthew Gibbons, Surgery Business Manager

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