Babblevoice

Babblevoice is an user-led adaptable system, designed and built by founder-led company, exclusively for primary healthcare.

Babblevoice is an user-led adaptable system, designed and built by founder-led company, exclusively for primary healthcare.

Babblevoice for patients

• faster access to surgery services
• improved customer experience and satisfaction
• minimised queuing due to automated self-serve options
• quickly directed to required service via intelligent signposting
• no patient is digitally excluded due to a range of telephone options

Babblevoice for GPs and clinicians

• instant identification of high priority patients
• single mouse-click calls via Desktop application
• integrated pop-up access to patient records for example  via EMIS
• work from multiple locations including homeworking via softphone

Babblevoice for practice managers and their teams

• time savings for reception team
• reduction in patient complaints
• improved workflows and efficiencies
• cost savings from ‘only-pay-for-what-you-use’ tariffs
• contract freedom with no tied-in duration, no penalties

Babblevoice for PCNs, ICBs and NHS

• improved connectivity for staff moving between sites
• cost savings from workflow efficiencies across multiple sites
• improved integration of delivery of services to patients across a region
• improved level of management information for informed decision making

Babblevoice is Innovative, flexible, modular system combining five systems into one - individually customised for each surgery.

Its features include

Babblevoice Telephone

• unlimited line capacity
• top quality calls and handsets
• highly reliable call connection supported by scalable cloud servers
• intelligent and responsive call queuing, call position, call-back options
• innovative “buttons” enable swift response to emergency scenarios with pre-programmed call diversions and recorded messages

Babblevoice Automated Patient Access

• automated triage provision
• use of IVR to support access
• intelligent automated signposting
• appointments can be booked and managed by patients using hand-set

Babblevoice Desktop

• seamless integration with patient record systems
• enables any internet-connected device to become a telephone

Babblevoice Call recording

• quick and simple to locate individual calls and playback
• all incoming and outgoing calls recorded and stored safely
• "observe” function enables another staff member to support colleague

Babblevoice Reporting

• user-friendly “Vibes” reporting tool
• data broadcast option via large screen in reception
• dashboards and reports are fully customised and simple to set up
• real-time and historic telephony data is recorded and stored safely

Customers are assigned a dedicated, experienced project manager to work hand-in-hand with them throughout installation.

Phase one: Off-site at babblevoice offices

Includes:

• scoping of full installation, from start to finish
• risk identification, management and mitigation
• porting of existing numbers across to babblevoice
• overseeing process to ensure required cabling and internet bandwidth is in place at customer’s site for excellent service provision
• customisation of the babblevoice “package” to meet individual surgery’s specifications and requirements
• UK-based support engineer team understand new customer’s requirements

Phase 2: Onsite at surgery or surgeries

Includes:

• typically 2-3 days duration
• system installation on-site
• testing of all system elements in situ
• configuration of system with customer, typically the practice manager
• setting up of “rules”, users, extensions, buttons etc.
• ensuring all elements of babblevoice are customised specifically to meet the surgery’s needs
• full training of practice team and staff on all five babblevoice modules
• overseeing the switchover
• on completion, handover to team of UK-based support engineers

Babblevoice is committed to delivering its telephony system uninterrupted for the duration of the contract.

Customer support process:

• customer service and technical support is available from 0800 to 1830 Mon to Fri (working days) via sending an email from the babblevoice support website page
• outside these hours, services are monitored and issues dealt with using the same email address
• initial email support requests will receive an automated response from the helpdesk with an allocated number confirming a case has been opened
• cases will be reviewed within half an hour of being received, and prioritisation set as part of this process. Babblevoice endeavours to respond within one hour
• where possible, with our reasonable endeavours, we aim to achieve full system functionality within the timescales opposite. Where this is out of our control, we will work with you to find an alternative workaround. We will endeavour to keep in close contact with you throughout the resolution process

Response timescales

Requests will be prioritised as soon as they are received as Low, Normal, High and Urgent with the following response timescales

• Low: To have a resolution, within or up to 120 hours (5 Days)
• Normal: To have resolution within or up to 72 hours (3 days)
• High: To have a resolution, within or up to 24-48 hours (1-2 days)
• Urgent: First initial contact made with the client within 1 hour and aim to have a full or partial resolution (where possible) within 7 hours