24 Seven Cloud streamlines patient communications for leading dental practice
Overview
Situated in the heart of Malton, North Yorkshire, The Red House Dental Practice has an excellent reputation as a private clinic with its consistently high standards and comprehensive range of treatments.
Challenge
Due to unprecedented growth, Red House Dental was weighing up its options for a new telecommunications partner. The practice required a secure and easy-to-use solution for its patient phone line in order to reduce the administrative burden on staff during busy periods.
Red House Dental sought the expertise of 24 Seven Cloud to assist with its need for a reliable solution that could provide patients with what they needed quickly and efficiently without leaving them frustrated and still needing answers regarding their treatment or upcoming appointments.
The clinic not only required a flexible and dependable call handling system that was compatible with its existing hardware, but it also needed an easy to use solution that meant its reception staff could take control of the surgery’s inbound calls with specialist menu options and call recording.
Solution
To address Red House Dental’s needs, 24 Seven Cloud set out to build a bespoke communications solution that met and exceeded the requirements of the surgery’s staff and patients. This included creating a customised music on hold system, call recording and auto-attendant capabilities for emergency and out of hours calls.
Another important factor was educating the Red House Dental team on how to use Pod. 24 Seven ensured there was minimal — if any — downtime when migrating the surgery’s existing communications software over to Pod. Ensuring no call was left unanswered during the switchover, the 24 Seven team was instrumental in refining the Pod solution for the practice; working with the Practice Manager to build a bespoke piece of software that aligned with surgery’s objectives and overall plans to improve patient communications.
Over the last two years, the Pod system has opened up a clearer phone system for both Red House Dental’s patients and its team. The surgery is now able to streamline phone calls depending on patients’ needs, freeing up reception staff to be available for patients at the desk. Moreover, it is now able to operate a slicker answer phone and emergency service for its patients, which can be customised to the surgery’s needs.
Commenting on the practice’s partnership with 24 Seven Cloud so far, Nitin Prasad, the surgery’s Practice Principal, said: “We commonly need to change the answer phone options to allow for team meetings and on call requirements. To be able to do this with ease from our own interface has become second nature to our team.
“24 Seven Cloud has been a great company to find and work with. I have been happy to refer them to colleagues who have equally benefited from their effective communication and planning of bespoke services. The Pod software is highly effective in enabling the users to personalise services as required. It is consistent, reliable and most importantly, it works when you need it to.”