The pandemic forced many businesses to switch up their practices, and telecoms was one of the main areas of change. One of the worst hit by the pandemic were doctors surgeries who overnight went from face to face appointments to telephone consultations. RPS’ work ensured doctors were able to make and receive unlimited calls during the pandemic, even when doctors or staff had to isolate, they were provided with a mobile application to allow them to manage calls as they would in work.
RPS Telecom implemented a new telephone solution where patients could call any number to book an appointment, and the surgery no longer had limited inbound and outbound calls. This was particularly helpful for the doctors who have been using the phone more than usual with telephone appointments. The surgery saw a 59% increase in the volume of calls per day which would have not been possible on their old system. The new system also introduced a welcome message, allowing patients to select options and achieve minimal hold time.
Catherine Smith, the Practice Manager at North Road Medical Practice, explained that “Our new RPS system has meant that working at home became an extension of the office. The cloud system meant that a handset could be taken home, plugged into an internet connection and linked to the Practice system. This has proved invaluable during these recent times”.
