Care Connect from Onecom Group Limited

Care Connect from Onecom Group Limited is a sophisticated hosted business telephone service that resides in the cloud, offering a comprehensive suite of fixed and mobile telephony capabilities accessible through a user-friendly web portal. With Care Connect, not only can administrators effortlessly manage the system, but employees can also leverage its robust features to maximise their productivity.

It includes:

• a complete hosted telephony solution with real-time control
• intuitive web-based interface for easy management
• includes a wide range of telephony features: multiple hunt groups, auto-attendants, pick-up groups, conferencing facilities, DDI's, hot desking, remote office and twinning, disaster recovery solutions, time of day schedules, extension dialling, speed dials, and SIP trunks
• regular feature releases and an extensive roadmap for continual improvements
• single subscription per user, no hidden extras
• comprehensive additional service bolt-ons available for customised needs
• easily scalable solution at one cost for simplified management
• comprehensive statistics package with call logs on company, site, or user level
• insightful data on caller location, inbound/outbound statistics, and user call times
• graphical representation of missed, answered, or engaged calls on different time periods (monthly, weekly, hourly)

Features include:

• Call back: We understand that customers may not always have the time to wait in a queue to speak to a healthcare professional. Care Connect can be configured to assess a caller's position in the queue, announce the estimated wait time, and offer the caller the option of a callback if they wait
• Advanced queue management: Efficiently manage customer interactions while minimising wait times and ensuring routing to the appropriate resources
• Automatic call back: Streamline callback processes for patients while maximising user availability
• Auto attendant: Optimise call flow by routing incoming calls quickly and efficiently
• Busy Lamp Keys: Stay informed about colleagues' availability for informed communication and effective collaboration
• Call recording: Record calls for customer service, training, and auditing purposes to enhance the overall quality of service
• Call forwarding: Effortlessly manage incoming calls by forwarding them to the appropriate destination
• Call pick-up: Answer calls on behalf of a colleague and provide seamless customer support
• Storage and access of company directory: Effortlessly store and manage your contacts with up to 100 entries for ease of communication
• One number anywhere: Take business landline calls from anywhere for reduced productivity loss
• Sites, groups, and departments: Easily adjust settings based on your company's structure and organisational hierarchy
• CLI presentation: Choose your outbound number for presenting to recipients
• Click to dial: Quickly initiate calls from your CRM system for efficient calling and enhanced productivity
• Hunt/ring groups: Distribute incoming calls efficiently across your organisation by assigning them to specific users
• Call park: Conveniently put calls on hold and pick them up on other devices for seamless communication
• Call rejection: Eliminate unwanted calls for uninterrupted workflow
• Call waiting: Stay prepared for incoming calls while handling ongoing interactions
• Do not disturb: Decline calls when unavailable to stay focused and maximise productivity
• Instant group call: Quickly create ad-hoc conference calls for enhanced collaboration and decision-making
• Last number redial: Conveniently redial recently called numbers at the touch of a button
• Management reporting: Generate reports for in-depth analysis of call data with Care Connect's built-in reporting feature
• Music on hold: Engage customers with music or marketing messages while they wait on hold
• CRM (Customer Relationship Management) Integration: Seamlessly integrate call control with your CRM system to enhance efficiency
• Web chat: Offer customers the opportunity to communicate through the fast-growing web chat channel for a seamless experience

Following a detailed one to one scoping exercise and demonstration conducted with our accredited consultants and GP stakeholders, a tailored solution is proposed in alignment with the better purchasing framework. Once proposed, Onecom is subject to internal review to ensure our technical and commercial compliance before being accepted as a contract/work order.

Upon approval, the project is assigned to our dedicated project team. Each case is assigned individually to a named coordinator who will liaise directly with the GP-named stakeholder(s) to ensure timely and efficient communication. 

The Onecom project manager oversees all technical and delivery aspects of the order and works closely with the GP stakeholders to ensure milestones are achieved and any potential challenges are addressed proactively. Additionally, the project manager will coordinate engineering resources and align all delivery dates with the necessary parties.

To facilitate an efficient transition to the new system, training is offered at two levels. Initially, our experienced and certified engineers provide training to key stakeholders on the day of installation, equipping them with the requisite knowledge to fully utilise the solution. Following the initial training, our dedicated training team provides bespoke and in-depth training as required by the end-user(s) for optimal performance and satisfaction.

With the integration between EMIS and Care Connect, healthcare professionals benefit from powerful shared functionality across electronic patient records and voice telecommunications. Patient records are consolidated within the directory, allowing practitioners to initiate calls with a simple click-to-dial feature. Practitioners can also easily identify partner and patient identities with the new ‘screen pop’ feature.

Multiple sites can be easily and cost-effectively connected with one system, making call transfers seamless without frustrating patients or wasting healthcare professional’s time. This facilitates better patient experiences and enhances overall efficiency, especially for large healthcare trusts.

In addition, Care Connect’s cloud-based solution requires no costly onsite hardware, thereby eliminating the need for expensive maintenance. It shifts communications infrastructure from a capital expenditure model to a more manageable operational expenditure set-up. Moreover, its flexibility and disaster recovery capabilities make it a reliable solution for healthcare organisations where infrastructure failure can have devastating consequences.

By utilising Care Connect's built-in web-based portal, healthcare practitioners can analyse call data to identify areas that need improvement and streamline schedules to improve the overall service to patients. With this integrated solution, healthcare practitioners can deliver better care and enhance efficiency in a cost-effective and reliable way.

For example, healthcare practitioners can utilise Care Connect's advanced call reporting web-based portal to identify the most time-consuming calls, which processes are consuming the most time, and the typical wait times. By evaluating these statistics, healthcare practitioners can determine which processes could be streamlined to promote better patient outcomes. Practitioners can then easily administer Interactive Voice Response (IVR) pathways and new call schedules that will allow healthcare professionals to deliver more efficient and effective care to a greater number of patients.

Service description 

Care Connect is a complete communications service for businesses that provides an extensive range of fixed and mobile telephony capabilities through easy-to-use web and mobile interfaces. The service allows you, the administrator, to easily manage your business telephony environment whilst enabling your employees to maximise their productivity. The service offers a range of clever features and an emphasis on control and administration through the web that takes the burden away from your IT team. For administrators, you can quickly configure the system according to your organisation’s changing requirements, whilst your employees can manage calls easily and effectively through additional services, such as desktop and mobile client software.

Service availability

Core services

Care Connect user subscriptions are accessible for 99.95% of the time each month.

Non-core Services

The Care Connect Graphical User Interface (GUI) is available to end customers 99.9% of the time. Auto Attendant, Call Recording, and Unified Messaging subscriptions are available 99.0% of the time.

Service availability notes

Core services include network infrastructure and call routing support.

Non-core services cover portal access and specific features like auto attendant and call recording.

These service availability metrics focus on the core Care Connect service and do not include access to local infrastructure elements.

Fault rectification

The following definitions will be applied to faults raised on the Care Connect product:

Priority 1

Critical fault loss of service multiple services affected. Target resolve time: 6 hours.

Priority 2

High loss of service - single service. Target resolve time:  0 hours.

Priority 3

Medium disrupted service multiple or single service.  Target resolve time: 3 working days.

Priority 4

Low single number destinations/QOS. Target resolve time:  7 working days.