The De Montfort Surgery is one of the largest GP surgeries in Leicester with 18,500 patients. The Surgery has been in existence for many years but moved to a new purpose-built building a few years ago in the heart of the De Montfort University Campus within Leicester City Centre. The surgery provides a wide range of GP services, including Sexual Health, Mental Health support and a wide range of Primary Care services for both local permanent residents and students, with a split of approximately 50/50.
The Surgery aims to provide the highest possible care for the local population.
The legacy telephone system had provision for 2 lines with the addition of 4 mobile SIP cards to provide extra capacity for outbound calls. The surgery faced significant issues with the line quality and capacity at key times of the day. Significant risks included clinicians not being able to make outbound calls to assist patients and telephone line quality could be so poor that conversations were unintelligible.
The practice phone system limitations often made it difficult for patients to get through to the surgery resulting in the De Montfort Surgery recording 52% patient satisfaction for GP Patient Surveys, some of the worst results in the region. Consultant and Surgery Business Manager Paul Houseman was tasked with improving the situation and GP Patient Survey results.
Paul Houseman discovered MPS via a search on the Internet and, having identified a surgery that had recently installed an MPS system, had a discussion with that Practice Manager who highly recommended MPS and the service they had received from them.
The surgery chose a new telephone system from MPS with flexible cost-effective SIP Trunks, free calls and Voice Assured endpoints. This ensured receptionists were able to clearly hear what patients were saying. Extra capacity was provided by way of 8 telephone lines, cloud queuing of calls, recorded greetings and comfort messages, to provide a better experience for patients. In addition, a call statistics module enabled demand, capacity and staffing requirements to be continually monitored.
The solution from MPS delivered cost savings of 15% as a result of the money saved with SIP Trunks and free calls. GP Patient Survey results went from worst (52%) to best in the region at 84%. Paul Houseman commented on the service from MPS by saying, “MPS were very understanding, and supportive. They listened to the issues faced and helped develop the proposed solution. The install process was flexible and the installation team knowledgeable and efficient.”
Commenting on the overall experience of partnering with MPS Paul said, “MPS have exceeded expectations, they not only delivered a robust and scalable solution but at a cost saving of circa 15%. The telephone system operates very well, line quality is excellent and the support team are always willing to provide guidance. Through the good experience at the surgery, an MPS solution has been installed at another local surgery, with a third in the pipeline.”