Buyer’s Guide for Better Purchasing Framework for Advanced Cloud-based Telephony 

This guide unlocks the secrets of the Better Purchasing Framework, helping you choose the best cloud-based telephony system for your practice. Learn how to use the framework and discover the benefits of advanced features for staff, doctors, nurses, and patients. Let's find the perfect fit for your needs!

Primary care requires updated telephone systems to handle demands, stay strong, and offer better access to patients. Advanced cloud telephone features help manage high call volumes, support flexible work, and enhance patient service. A national approach allows GP practices to buy approved solutions with NHS England support.

Soon, a new Better Purchasing Framework under NHS Digital will set standards for primary care telephone services. This framework aims for launch before the end of the first quarter of the 2023 to 2024 financial year, enabling practices to acquire modern telephone systems meeting established criteria.

What features must we look for in a better purchasing framework for advanced cloud-based telephony?

1. Call Scalability: Never Miss a Patient Call Again

No More Busy Signals:

With advanced telephony, your practice draws incoming and outgoing lines from a vast cloud pool. This eliminates busy signals and ensures you can always connect with patients.

Handle High Call Volumes:

Cloud-based systems easily scale up or down to meet your needs. Whether you're facing a surge in calls or experiencing a slow period, you'll always have the right phone capacity.

Benefits: Improved Patient Experience: 

Advanced features let you automatically offer alternative services to patients calling after hours. This could be a call queue, online appointment booking, or directing them to urgent care options. No more frustrating busy signals for your patients!

Realtime Example: Previously, rerouting after-hours calls might have meant a simple voicemail message. Now, you can offer patients a menu of options, reducing their wait time and frustration. 

2. Automated Attendant and IVR: Streamline Calls and Improve Care

Smart Call Routing:

Never miss an important call! Advanced systems use automated attendants and Interactive Voice Response (IVR) to direct patients to the right person or service. Patients can be routed based on their needs and the availability of staff.

Benefits: Improved Patient Safety:

No more navigating complex menus or getting stuck on hold. IVR allows patients to quickly reach the department or service they need, reducing frustration. Out-of-hours calls can be directed to appropriate resources, ensuring patients receive timely care and reducing clinical risk.

Realtime Example: Traditional systems can be expensive to maintain and upgrade. With IVR, you eliminate the need for constant upgrades and staff time managing call routing, saving you money in the long run.

3. Patient Phone System: Empowering Patients and Saving Time

Effortless Appointment Management:

Skip the hold times! Advanced systems offer automated appointment booking and cancellation, allowing patients to schedule or adjust appointments at their convenience. Automated reminders ensure no missed visits.

Benefits of Patient Phone System:

Say goodbye to long wait times! Call queuing systems hold your place in line, letting you know your estimated wait time. For non-urgent inquiries, patients can leave voicemails or request prescription refills directly through the phone system.

Realtime Example: Imagine a patient needing a prescription refill. With an automated system, they can call the practice, select the refill option, and receive their medication without waiting on hold. This saves them time and frustration.

4. Doctor Phone System: Enhanced Efficiency and Improved Care

Remote Access for Better Care:

Advanced cloud-based systems allow doctors to access and update patient records remotely. This streamlines consultations and ensures doctors have the latest information at their fingertips, even outside the office.

Benefits: Improved Communication and Flexibility:

Stay connected with patients! Doctors can receive notifications for appointment changes and easily record notes and reminders during phone consultations. This improves communication and ensures important details aren't missed.

Realtime Example: A doctor is notified that a patient has rescheduled their appointment. This allows them to adjust their schedule accordingly, minimizing disruption to their day. Additionally, during a phone consultation, they can use the system to record notes about the conversation for future reference.

5. Reception Phone System: 

Smoother Call Flow:

Upgrade your reception with a call routing system! This feature directs patients to the right department based on their needs, eliminating confusion and saving time for both patients and staff.

Benefits:

Track incoming calls and caller details with a call logging system, ensuring no call goes unnoticed. Receptionists can even schedule follow-ups or refer patients directly through the phone system, streamlining the care process. Automated responses to frequently asked questions can further help manage call volume and free up staff time.

Realtime Example: A patient calls with a billing question. The call routing system directs them to the billing department, ensuring they reach the right person quickly. The receptionist can also log the call details and schedule a follow-up call if needed. This improves efficiency and ensures the patient's inquiry is addressed promptly.

6. Manager Phone System: Gain Insights 

Take Control of Your Calls:

Advanced systems provide valuable call analytics, helping you monitor call volume, identify peak hours, and track staff performance. This data allows you to optimize staffing and improve call-handling efficiency.

Enhanced Quality Assurance:

Ensure the best possible care for your patients with call recording and monitoring features. These tools allow you to review calls for training purposes and identify areas for improvement.

Flexibility and Control:

Customize your phone system to fit your practice's needs. Easily adjust call routing rules and message scripts to optimize call flow and patient experience. Furthermore, send automated appointment reminders and follow-up messages directly through the system, streamlining communication with patients.

Realtime Example: Call analytics might reveal high call volume during mornings. By identifying this peak time, you can schedule additional staff to answer calls, reducing wait times for patients.

7. PCN (Primary Care Networks) Features: Connected Care for Better Health 

Seamless Collaboration:

Advanced telephony integrates with other practices within your Primary Care Network (PCN). This allows for sharing patient information and appointments, ensuring coordinated care across locations. Additionally, healthcare providers can easily collaborate on patient care plans, improving communication and overall health outcomes.

Data-Driven Insights:

Gain valuable insights into your patient population! The system provides analytics to track trends and identify areas for improvement. This data can be used to optimize care delivery and ensure your practice meets the evolving needs of your community.

Realtime Example: A patient with complex health needs might see specialists at different practices within the PCN. With an integrated system, all providers have access to the patient's full medical history, allowing for more informed treatment decisions and better continuity of care.