CASE STUDY: NHS TRUST raises customer service with Call Logging Software

The Customer

East and North Hertfordshire NHS Trust serves some 500,000 people every year across three main hospitals: Hertford County in Hertford, the Lister in Stevenage and the Queen Elizabeth II (QEII) in Welwyn Garden City.

The trust employs over 5,000 staff and deals with millions of calls each year. Managing these calls to ensure patients are responded to quickly and efficiently is vital for a trust this size.

The Requirement

At a minimum, the trust required a system that will pick up all call data and allow it to track and measure telephony use. This not only allows the trust to monitor how efficiently calls are responded to but also ensures that this response is provided in the most effective manner possible. From an infrastructure point of view, the trust needs to ensure that line utilization is optimised while inter-site calls are routed in the most resourceful manner.

Carl Rolph, Head of Telecommunications at East and North Hertfordshire NHS states; “At the trust, we strive for excellence and continuous improvement. My job at the trust is to ensure we utilize the best technology available to allow us to effectively manage a site of this complexity. We also demand that any technology employed offers tangible results to us and our patients.”

The existing call logger was quite old and expensive to run. Also, it did not embrace many of the new technologies on offer so they spent a lot of time administering it in an attempt to get the best use possible out of it.

The Solution

“We discussed the limitations of our old call logger with a trusted technology partner we work with and asked them if they could suggest some alternatives that would help us address these limitations.They recommended Tri-Line’s TIM Enterprise platform and a trial was subsequently set up so we could run both systems in tandem to compare.TIM Enterprise is a perfect solution for us – it’s reliable, innovative and offers complete business transparency.”

The Benefits

“As well as being able to rely on the information, Tri-Line’s call logger allows us to provide remote access to unlimited users via a standard web browser. This allows department managers to monitor their own areas effectively. We can restrict access so that users only see the call information that relates to their area of interest. This prevents staff members trawling through reports that offer them no tangible benefits.”

The Future

“All new TIM Enterprise software releases are issued automatically as part of maintenance too so we can relax secure in the knowledge that we haven’t invested in a system that will bring unexpected hidden upgrade charges as time goes on.”

“We are so impressed that we’ve just upgraded the call loggers at West and North Hertfordshire NHS Trust to TIM Enterprise also.” Carl Rolph, Head of Telecommunications at East and North Hertfordshire NHS

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