“It has certainly helped us in many areas, such as managing the reception team’s workload”

“Patient Partner works very well with our EMIS system,” comments Heather. “It enabled us to make significant improvements in many aspects of the day-to-day life of the practice. We have reduced call congestion, particularly at peak call times, by offering patients more flexibility when they call. The system has also freed up receptionists’ time and has reduced DNAs (Did Not Attends) at the practice.”

Heather also reports that Patient Partner has been well received and is used successfully by most patients, although a few are more resistant to the change. “We have had some critical comments from patients who are frustrated at not getting the appointment at the time or on the day they were hoping for,” she explains. “However, I would advise a practice with the system to tackle this by continuing to promote it to the patients so they can experience for themselves how well it works. It’s also worth following up failed validations, explaining to patients what went wrong and why, to restore their confidence that the system really does work.”

Heather describes the support from Voice Connect throughout the transition and implementation process as “excellent” and would have no hesitation in urging another surgery to consider installing Patient Partner. “I would say go for it!” she comments. “The capital outlay in year one seems a bit off-putting at first, but I think the benefits far outweigh this. From year two onwards, we are expecting the Voice Connect system to earn its keep. It has certainly helped us in many areas, such as managing the reception team’s workload by removing routine call handling, allowing them to develop skills in other areas. This system enables us to monitor demand and report on levels of phone activity which we were unable to do before. It has also improved patient satisfaction and has played an important part in supporting the management of an increasing patient list, without the need to routinely increase staffing levels.”

“The support from Voice Connect has been first class”

Unlike booking via the internet, users don’t have to remember a password. Those using the automated system simply enter their date of birth and telephone number, making it simpler and quicker to use. The service is available 24/7 and also gives patients the option of choosing a female or male doctor as the ability to select specific GPs.

However, whilst patient satisfaction is very important, for the system to work properly, it also needs staff approval. Reception staff report that Patient Partner has reduced the number of calls they have to deal with, easing pressure on reception, particularly during peak call times such as Monday mornings.

In fact, installing Patient Partner has helped with a variety of issues. As well as easing call congestion, the system has raised patient satisfaction levels, ensured better communication levels between surgery staff and patients and improved call handling, reducing the stress placed on surgery staff.

Paul is pleased to report that the transition process all worked very smoothly, despite the sophistication of the technology involved. “The planning, installation and operation process for Patient Partner was probably the least problematical install of a highly complex and technical system we have ever had – in fact, there were no problems,” he says. “From the planning day through the install and switch on, we felt in control and able to demonstrate to staff what would happen at a very early stage. During and since that time, the support form Voice Connect has been first class.”

Paul also has two words for any surgery looking to improve communication and access by using Patient Partner: “Do it!”.

Suspicious vehicle apprehended

A business rang the police to pass on the number of a vehicle that they had observed acting suspiciously nearby. Armed with this knowledge, the robbery of an adjacent business was then prevented by police action.

Security Concious

After the London bombing when there were heightened national concerns about security, Warwickshire Police was able to contact all their business members to offer reassurance and ask them to ensure that CCTV systems were all working correctly.

Since installing the system, statistics prove that business crime has decreased. Whilst this success cannot be attributed to the use of VC Relay alone, Peter feels that the improved communications structure has played an important part. “We wanted a product that could communicate with businesses and keep them engaged in the crime prevention process which VC Relay has done very successfully; it is the glue that holds the whole business crime programme together,” he comments. “Crime where the business was a victim or on a business premises is down by 33% in Warwickshire since we started using the system. It is an important part of our tactical options in dealing with business crime. One of my staff recently went to a business and saw all the faxed business watch messages on the canteen notice board – a clear sign that the system is working.”

Peter feels that VC Relay offers flexibility which is an important part of its use: for example, messages can be sent by postcode area and the system offers the facility of combining various watch groups into one message. “We can attach documents to emails and send out a message very quickly to a large body of people,” he explains. “Speed is often key to success in our community alerts and the system gives us this and more. We have also been able to export membership data for local use and mail shots and register members as participants in more than one watch scheme, but with only one record. For example, we have all the post offices in Warwickshire on the system under Post Office Watch for direct communication as a distinct group, but also as members of Shop Watch for other issues. This flexibility has proved invaluable.”

Peter concludes with this advice for police forces and organisations who may be considering installing VC Relay or a similar system. “If you want a good system for targeted communication to a broad section of the community, then this is a good product: think of it as a community communication tool. The management of all the data and entries on the system stays with the user and so complies fully with the Data Protection Act. In addition, Voice Connect is responsive to new ideas and offers good customer support whilst the VC Relay system has proved to have all the flexibility that we need to make our communications work effectively.”

“We have received much positive feedback from members of the network.”

Another relatively common problem that iCAN deals with are incidences of rogue traders going from door to door offering to tarmac drives. Fortunately, in this example, the wrong doers were arrested, prosecuted and jailed following information provided by an iCAN member about their activities and whereabouts which enabled the police to take action swiftly.

In addition to residents, a number of local journalists are members of iCAN. This means that many of the warnings broadcast are picked up by local media without the need to issue formal press releases, extending the network of information still further. The service that iCAN provides was also central to work by Warrington Trading Standards on improving protection for the most vulnerable consumers in Warrington. The success of this work was formally recognised when Warrington Trading Standards won the Municipal Journal Award for Public Protection in 2006.

The VC Relay system is an essential part of this successful scheme and integral to the element of swift communication. “The system allows us to very rapidly issue warnings to the public of Warrington. We broadcast to our members; members broadcast in their communities to friends, relatives and neighbours and so the chain of communication goes on. In addition to this, our members and others provide information back to Trading Standards which helps to keep us one step ahead of the rogues and the scams. The fact that our network is continually growing is testament to the need for such a service and its success, at the core of which is an effective communications system.”

“The customer service and support from Voice Connect has been good throughout”

Staff are pleased with the way that the Patient Partner system has integrated into the day-to-day life of the practice and feel that it has helped to make better use of their time. “The system has more than lived up to expectations. With 24-hour access, our communication channels with patients have significantly improved. The text messaging facility has also helped with non-attenders, which means that staff are working more efficiently and are far less stressed than prior to the system’s installation.”

Not only does the practice rate the Patient Partner product highly, but they also praise the service Voice Connect offers. “We are all very pleased with everything Voice Connect have done for us since the installation. Now that the system has a ‘config editor’, it is basically self-sufficient. On the few occasions that we have had to contact the helpdesk, the level of support has been exactly what we have needed.”

Furthermore, the practice business manager would be happy to recommend Patient Partner to other surgeries in Scotland looking to improve patient access and communication. “The system has saved us significant amounts of time and improved patient satisfaction. It is so efficient that we barely notice it working day to day. For anyone who is considering installing an automated booking system, my best advice would be to do your research and investigate, visit surgeries to see it working and just keep it simple. All patients want is the ability to book, check and cancel appointments with as little stress as possible.”

“Both systems are easy to use; they save valuable staff time, ease our workload and offer significant financial savings”

Whilst Patient Partner takes care of telephone appointments, the next step was finding a simpler and more cost-effective way to send out reminders and communications by post. With such a large patient list, the partners at the Practice in Gloucestershire felt that adding VC SmartMail and Medical Messenger to their portfolio of Voice Connect products would help them to improve patient access still further.

“VC smartMail is used for sending out around 85% of our monthly recall letters, which can go into the hundreds,” explains IT Manager. “We also use it for the seasonal flu campaign and to send letters to particular targeted group of patients e.g…

The annual health check and other health campaigns. Medical Messenger is also used for appointment booking confirmations and reminders, which has helped to reduce DNA’s. Both systems are easy to use; they save valuable staff time, ease our workload and offer significant financial savings.

Staff find that using the Voice Connect systems has freed up their time, allowing them to complete other jobs which previously had to be put aside in order to deal with telephone enquiries. IT Manager also reports that all three systems are well received by patients. “Patient Partner, VC SmartMail and Medical Messenger have all lived up to our expectations. Our patients like the systems and are thankful that they can book a routine appointment any time of the day or week. In addition, they like the fact that when we have bookable flu clinics, they can also book these when they want, without having to go through the reception team.

“Our patients like the systems and are thankful that they can book a routine appointment any time of the day or week”

VC SmartMail has enabled staff at Practice in Gloucestershire to send out written communications quickly and cheaply. Once staff time, printing and stationery costs are all factored into the price of sending a second class letter from a GP, using VC SmartMail, offers significant savings for the Practice in Gloucestershire, and other surgeries who use the service.

With happy patients and happy staff there’s not much that the IT Manager would want to change about the system. “As a whole, all three Voice Connect systems do what they say on the tin! VC SmartMail and Medical Messenger have made some great savings for us in terms of staff time, postage and stationary costs whilst Patient Partner has eased our call congestion issues. If there are ever any problems, there is a good support team at Voice Connect who are able to help quickly and efficiently.” As a multiple site using the systems, the IT Manager insists that they have been crucial in helping the practice to improve communication whilst making large financial savings. His advice to other surgeries considering installing any of the systems? “Go for it!”

”We felt that installing the system would ease phone congestion at busy times and offer patients a better service.”

“The Surrey & Branch Medical Practice has the goal of providing family-based care in a modern and progressive environment.”

The Business Manager reports that Patient Partner has lived up to expectations and has made a tangible difference within the practice. “Using the system has provided us with many benefits,” the Business Manager comments. “It has achieved the objective of reducing congestion at peak call times, which in turn frees up time for our receptionists to get on with other tasks. We have also found that, by making it easier to cancel appointments at any time, our DNA rate has reduced.

Patient reaction to the system has also been positive and the Business Manager feels that it has increased patient satisfaction by making it easier for them to get in touch with staff at both surgeries. It has also changed the way our patients make appointments: we have found that the vast majority of appointments booked using the system are done so out of hours.

The Business Manager also reports that using the system has enabled them to change the way that calls are handled for the better.

Having the system has given the receptionists another option to offer the patient, i.e. that if they ring back after 6.30pm, appointments will be released during the evening, or if they ring back at 1pm, appointments are released during the lunch hour. This is an additional option to the usual one of ringing back next morning or at 2pm. We find that our patients are much happier as they know they will be able to get through to try and make an appointment out of hours.

There is no doubt that the installation of Patient Partner at The Surrey & Branch Medical Practice has had a positive impact on staff and patients. “Patient Partner is an excellent product which has revolutionised the way patients can access appointments,” comments the Business Manager. “It has created considerable savings in reception time. It does need to be advertised and fully utilised to get the best from the system, but any surgery considering giving it a go will reap the benefits – and in a fairly short time frame.

“The customer service and support from Voice Connect has been good throughout”

The surgery is committed to high quality patient care and works hard to keep patients informed about events and services with a comprehensive website as well as regular practice newsletters that patients can subscribe to online.

The Partners and Practice Manager at the Dorset Surgery decided to install an automated appointment system as a means of increasing patient choice and access. Whilst patients are currently able to cancel appointments and order repeat prescriptions online, they can make appointments only via the phone. The management team hoped that introducing an automated system would make it easier for patients to get through, in addition to easing pressure on the receptionists.

After meeting with representatives from Voice Connect, the decision was made to go ahead with Patient Partner, and the system was installed.

The installation went smoothly, and the Practice Manager felt that Voice Connect supported them through the installation process. “The customer service and support from Voice Connect has been good throughout”, the Practice manager comments.

It seems that the patients at the Dorset Surgery like that they can make appointments around the clock seven days a week – a feature which is particularly popular with those who work full time or at unsociable hours. The surgery also continues advertising the service to encourage more patients to use it. “Patient Partner has certainly helped with patient satisfaction – the patients who use it really like it,” comments the Practice Manager. “We would like to see a greater uptake of the service in the future, but it has taken a lot of pressure from the receptionists. This has also saved on the salary budget as the number of telephone calls coming into reception has dropped. This didn’t happen overnight: it took a while for our patients to get used to the system and to use it, but neither the staff nor our patients want to be without Patient Partner now.”