The VoIP Shop – GP VoIP Connect

GP VoIP Connect the future of phone systems for healthcare and GP clinics with gold level support and maintenance.

Our cloud hosted phone system solution for GP practices, PCN’s, ICB’s and medical centres across the UK will provide you with a fully compliant telephone solution for your team and improve patient calling and interaction experience with your medical practice. Manage patient appointments, medical prescriptions and other clinical tasks with greater efficiency. It allows GPs to communicate efficiently with patients and other healthcare professionals, ensuring patients receive the care they need on time. Modernise and streamline your communication system with fully managed gold level support and maintenance included as standard.

Experience

We’ve been working with practice managers across the UK for many years, so we understand the growing needs of a surgery inside out. Whether your list size is 4,000 or 20,000 plus patients across one or multiple sites, we have the knowledge, expertise and experience to take your surgery communications to the next level.

Gold level support as standard for all

Our Cloud Phone Systems are supporting medical practices across the UK, but it’s not just our specialist phone systems that we provide that are making a difference. It’s the customer service that you receive from us, the support team that’s on hand for your peace of mind 24 hours, 7 days a week or 365 days of the year, the transparency and ease that our accounts team provide, the free training that you and your team receive and the ongoing gold level support included.

Features include:

• priority patient access for vulnerable patients
• unlimited calls to mobile or landlines and each user has dedicated line for outbound dialling
• manage demand utilises digital first initiatives with call queues, call back and call slots
• call handling efficiency hot desking phones for reception team to sit on any desk
• live dashboard shows who is logged in and available, who is taking calls, how many calls queuing so practice managers can manage reception resources to answer calls efficiently
• set up of all welcome menus, closed messages, call queue messages in our voice studio
• vulnerable patients can be transferred to the front of the queue for priority answering
• clinical system integration
• secure and encrypted call recording (MIFID2 compliant) 
• prioritised patient calling facility such as palliative care patients 
• advanced call reporting and live statistics for all calls per site or agent
• hot desking function where reception staff can sit on any desk
• remote working facility with WebEx Softphone or mobile apps  
• live stats wallboards showing in real time calls in queue and metrics
• daily, weekly, monthly schedules reports provided for each reception team members call stats available for practice manger to review performance
• campaign calling set up for flu vaccinations and Covid boosters

EMIS or SystmOne or Vision 

• streamline the practice workflow with automation 
• call patients using click to dial 
• SMS on demand with templates for patient messaging
• click to dial from patient record or appointment slot: Avoids misdialling and saves time 
• patient alerts utilises reports from the clinical system to show priority information and alerts. improves targeted clinical outcomes and QoF 
• multiple clinical system logins: Intelligent inbound screen pops for PCNs and hubs no need to merge practice data. Reduce call handling times with Intelligent Screen Pop for all phone numbers this includes individual numbers, shared numbers, carers and calls about household members or patients 
• call queue position and queue buster with patient auto call back 
• log into different systems (EMIS/SystmOne/Vision) simultaneously 
• demonstrates compliance with use of alerts for vulnerable patients and targeted clinical engagement
• new number capture: prompts accurate capture of new numbers means less errors with patient communication and text confirmations 

Dedicated assigned project manager is main point of contact with dedicated install engineer to ensure synergy between planning and install team. Lead time from site survey to installation is 4 to 6 weeks. 

Stage 1

Discovery call to gather all requirements for the site and introduction to project manager. Book in site survey.

Stage 2

Engineer site visit for site survey and planning meeting to discuss requirements with practice manager and nominated team members to agree a migration plan for each site.

Installation 

3 day process which is pre planned in advance with your dedicated project manager. Project plan issued to your main site contact to provide process map for installation. All dates agreed at operational convenience of local site or surgery or clinic. 

Day 1 

Pre planning: Install engineer meets with nominated on site contact for migration to agree a plan and prepare site for install/migration including submitting number ports to confirm number porting dates.

Day 2

Install or training date replacement of existing system with new cloud hosted solution with testing and training. Training is provided during the installation of the new system by on site installation engineer to all team members. Advanced training is given to nominated team members such as practice manager. Additional training can be requested at anytime.

Day 3

Go live new cloud phone system is made operation and engineer is available on site for half a day for further support if required Training videos are available on our website. User guides are provided to each user on site and are available upon request at any time in case new copied are required. Our 24 hour, 7 days a week, 365 days a year support line is available for support as required post install.

Service helpdesk access hours 24 hours a day, 7 days a week and 365 days a year via phone, email or portal.

99.9% SLA uptime 80% of calls are answered in 10 seconds.

• dedicated account manager
• monthly account reviews
• additional staff training provided on request for refresher or new starters
• remote assistance available at all times
• on site assistance available on request
• customer support portal and help line
• manage of all bank holiday, Christmas period and closed for staff training messages

Priority level 1 high (Total loss of service)

Diverts to alternate practice/mobile 5 to 10 minutes response time 4 hour fix.

Priority level medium 2 (Partial loss of service)

15 to 20 minutes to respond and 8 hour fix.

Priority level 3 low (Information and changes)

2 hours to respond 3 working days to action.