 Northern Doctors Urgent Care (NDUC) recently invested in the VocalMaxPro recording solution from Business Systems, which provides a centralised call recording facility for multiple sites. It also records the doctors' mobile telephones, a task that was previously not possible to achieve with traditional voice recorders.
NDUC provide a call handling service on behalf of local primary care trusts, managing out-of-hours emergency calls from patients. Call recording is required to verify information from inbound patient calls and for ensuring doctors advice given on outbound calls is correct.
The Problem
NDUC were looking for a solution that could record all calls, including calls from doctors' mobile telephones. The operation has numerous locations and uses a mixed telephony architecture of VoIP, BT Kilo-Stream and fixed telephony links within the main site.
The Solution
VocalMaxPro has enabled calls from all locations to be recorded at one central point, including VoIP, traditional TDM telephony and doctors' mobiles. Mobile telephone recording was achieved by programming the doctors' telephones with a single number, which automatically connects them to NDUC's central office Nitsuko switch where the VocalMaxPro system resides. The switch then provides an outgoing line completing the connection to the patient being called and all calls are recorded in the process.
The Benefits
Effective complaints handling
By recording doctors' mobile calls to the control centre, NDUC can investigate complaints thoroughly by listening to these calls along with other calls relating to a case.
Simplified Storage
NDUC are legally required to record calls and store these on a long-term basis for the Department of Health. This has been considerably simplified, with the new system unifying storage onto a single storage media of DVD rams.
Improved Access to verify information
VocalMaxPro has given NUDC staff the benefit of accessing their own call recordings from their desktop PCs using simple Windows playback software.
"VocalMaxPro has really simplified our process of capturing calls, from the perspective of managing the system, storage of calls and the speed and ease of finding calls which gives us more control and saves us time and money "
commented Dan Burrows, Technical Manager
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