The details of the call are electronically transferred to a designated
clinician, usually within the local vicinity of the patient and at this
point the patient will be called back, often by a doctor using a
mobile phone.
Historically, Thamesdoc has used a traditional call recording
system to provide coverage for calls to and from the call centre
but with the increased use of mobile phones it was apparent
that more and more calls were taking place between patients
and doctors without the protection of call recording. Thamesdoc
realised that their mobile staff needed the same protection as
their landline using colleagues and looked for a technical solution.
OPEX Hosting worked with Thamesdoc to provide a safe and secure
hosted telephony solution which would enable them to record every
telephone call regardless of who was making it, regardless of whether
it was inbound or outbound and regardless of whether it was made
from a landline or mobile phone.
The solution also needed to ensure that all calls could be retrieved
quickly and easily from a secure portal. The answer was OPEX’s
in-network call recording service for both landlines and mobiles,
delivered over a secure network and stored in the NHS N3 network.
According to Stephen Price, Chief Executive of Thamesdoc: “It was
the mobile phones and our ability to record them that really sold
the service to us. The OPEX solution was much more complete in
comparison to other solutions that we reviewed. Although there is no
charge to the patient it also works to our advantage commercially by
giving us the potential of earning additional income by supplying our
services to other organisations.”
Thamesdoc make over ¼ million patient calls per year and of those,
only a very small percentage results in a patient complaint. However
the company takes its governance and medico-legal responsibilities
seriously, using call recordings to verify conversation content and
assure that its high standards are consistently upheld.
For further information please email
salesmanager@opexhosting.com or call 020 8326 8326. |
