Conisborough Group Practice
Redefining the patient experience and improving operations with Wavenet's GP Voice
Redefining the patient experience and improving operations with Wavenet's GP Voice
Conisborough Group Practice Doctor’s Surgery is an integral part of the NHS healthcare system, serving the local community’s medical needs with its team of 50 professionals. With a high volume of patient interactions daily, the practice needed to be efficient and effective to ensure quality care and timely service, but this was proving increasingly difficult to achieve.
The primary challenge at Conisborough Group Practice stemmed from their outdated telephone system, which hampered the efficiency of operations and impacted patient satisfaction. It was a significant source of patient complaints, particularly concerning difficulties in booking appointments.
The existing system had restricted lines that resulted in busy signals and long wait times, causing calls to pile up. When patients got through to staff, the staff then had to sift through records to find the correct patient information, making each call time-consuming. This inefficiency led to a backlog of unanswered calls, exacerbating patient frustration, and further deteriorating the overall experience.
The practice was also burdened with a restricted five-year service contract that limited their flexibility. This was compounded by early termination fees, which hindered their ability to adopt more contemporary solutions. They sought to overcome these limitations as part of the NHS’s broader initiative to modernise through the Better Purchasing Framework.
To improve patient experience challenges widespread across NHS doctor surgeries in the UK, the Government invested in updating GP surgery phone systems under the Better Purchasing Framework. So, we implemented our GP Voice solution, which is a Gamma solution comprising an advanced communication system further enhanced by us, is approved under the Better Purchasing Framework, and includes no extra add-on charges. The GP Voice solution features:
Wavenet’s GP Voice has truly redefined the patient experience. There are so many great features that have increased patient satisfaction. Our staff are happier and more efficient, and the ease of generating reports has been a game-changer. Wavenet trained us so that we can manage these ourselves, empowering the team. They have been great to deal with.
Bex Cottey, Business Manager, Conisthorpe Group Practice.
Now equipped with GP Voice, the team at Conisborough Group Practice is able to make better management decisions. They are also better equipped to consistently meet CQC standards for patient experience and service quality from a phone call perspective, through real-time performance monitoring and reporting. Benefits they have seen include:
GP Voice has not only revolutionised how the practice manages its communication infrastructure, but it has also set a new benchmark for agility and responsiveness to NHS requirements.
This strategic enhancement ensures the practice is well-positioned for sustained success, adapting seamlessly to evolving healthcare demands and integrating new technologies like email and chat in the near future, cost-effectively. By doing so, GP Voice not only augments service quality but also empowers healthcare providers to focus on their core mission: delivering exceptional patient care with greater efficiency and impact.
Ultimately, this solution positions the practice as a forward-thinking, resilient force within the healthcare landscape.
It’s easy to manage our team against the activity levels with the insights provided by the phone system, and we’re confidently meeting CQC compliance. We love the fact that there are no additional costs for service requests or add-ons with Wavenet as we have previously known with other service providers. We are impressed with Wavenet’s solution and service.
Bex Cottey, Business Manager, Conisborough Group Practice.
*The original engagement was with Daisy, acquired by Wavenet in 2024.
If you’d like to find out more about how Wavenet could help your business with the areas covered in this case study, then get in touch at enquiries@wavenet.co.uk.
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