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Background

Parc Canol Group Practice works from three surgery premises – its main surgery is in Church Village, RCT, and they have two branch sites in Beddau and Creigiau. The practice covers Tonteg, Church Village, Llantwit Fardre, Efail Isaf, Groesfaen, Creigiau, Pentyrch and outlying farms.

In addition to GP consultations, the practice offers a wide range of healthcare services, including vaccinations, ante natal checkups, chronic disease clinics, minor surgery, cryotherapy, physiotherapy, cervical smears, and family planning.

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Solution

The medical practice needed to communicate effectively between sites to enable a seamless calling experience for patients – patients need to be able to reach the relevant staff member easily, without having to dial different numbers to locate them.

Mornings in the surgery are a very busy time, as patients call in to make appointments for that day. The new system had to ensure these calls could be handled flexibly between the three sites, which meant they needed a solution that would enable them to log in to the system to handle call queues and deal with incoming calls efficiently.

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Impact and results

Pinnacle installed a feature-rich Mitel system, which ensures the surgery is more flexible and responsive during high volume inbound call periods and yet still delivers a lower total cost of ownership. The system, using an IP link running over a business broadband network, was installed over a period of one weekend for complete continuity of services.

Practice Manager, Sarah Moore, said: “The ability to log in means staff members can cover absences in the other centres without having to move desk or travel to the other centre, and the additional functionality available to us such as call recording, gives us extra flexibility which is invaluable.”

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