Patient Partner, Dundee

Scotland’s first Patient Partner site finds the system ‘a great tool for staff’

Receptionist with headset

Automated medical software solutions

Located on the east coast of Scotland in Carnoustie, just north of Dundee, this was the very first Scottish general practice to use Voice Connect’s Patient Partner. The system gives 24/7 automated telephone appointment booking to the 13,000+ patients on the surgery’s records.

Call congestion, particularly at peak times when a surgery first opens, is often a problem for many GP practices of all sizes and locations. The surgery were looking for a solution that would help address this issue, enhance patient access and ease the pressure on their busy reception desk. After considering the available options, the surgery partners authorised the installation of Patient Partner.

Whilst change isn’t always well received; the patients seem to have adapted very well to using an automated system, with significant numbers of patients using the system every time they need to make, change or cancel an appointment.

Receptionist on phone

“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.”