West Pier Telecom Contact Assist
Contact Assist is an assured supplier available from the Advanced Telephony Better Purchasing framework (BPf).
Contact Assist and 8x8: Delivering enhanced patient access and practice efficiency.
West Pier Telecom, with extensive experience in the telecoms sector, partnered with the Think Healthcare team to deliver Contact Assist, a solution designed by former practice staff to optimise patient access and streamline efficiencies for practices and primary care networks (PCNs). Combining Contact Assist with the industry leading 8x8 telephony solution and flexible X-Series licensing offers a value-driven, feature rich experience tailored to patient and practice needs. West Pier provides end to end support, including design, deployment, ongoing assistance, and billing.
Benefits
- reduced queues: Automatic callbacks and direct connection to practices
- customisable set up: suitable for all practice sizes
- virtual care navigator: Enables patients to self-serve appointments, prescriptions, and referrals integrated with clinical systems
- intelligent routing: Customised prioritisation, for example directing palliative care patients to the front of the queue
- flexible configurations: Onsite and remote working options with training for local customisation
- automation: Save up to 200 admin hours through simplified processes and reception-focused automation.
- Improved patient satisfaction: Access complaints reduced to zero, backed by built-in survey tools
- custom care models: Integrate triage and access requirements into the telephony system
- collaborative features: Options for individual practice collaboration or shared service hubs
- support for ARRS teams: Remote working and hot-desking options with centralised directories
- advanced analytics: Data integration with platforms like Power BI for service needs analysis
Features
- call recording: Secure storage of voice interactions
- custom call flows: Locally customisable messages and templates
- advanced analytics: Live and historical call data with automated email delivery
- auto callback: Fully configurable to suit demand
- triage and routing: Built-in tools for prioritised and simplified patient access
- unlimited lines: Intelligent demand management with local setup
- remote working: Full integration for field-based clinicians
- disaster recovery: Comprehensive business continuity functionality
- virtual care navigator: Check, book, or cancel appointments and services
- eco-friendly handsets: ENERGY STAR® rated with antimicrobial coating
Implementation and deployment
West Pier Telecom ensures a seamless, tailored deployment for each practice or PCN:
- Customisation: Requirements like IP handsets, cabling, and training are identified during the ordering process.
- Scope of Works: A dedicated project manager guides practices through detailed configuration and deployment steps.
- Go-Live Support: Onsite presence on launch day with tailored training options (remote or in-person).
Interoperability
Contact Assist integrates with leading clinical systems, including EmisWeb, SystmOne, and Vision, offering:
- pop-up patient demographics: Displays details during calls
- household tracking: Enables one-click updates for family members
- campaign alerts: Improves vaccination and chronic disease management
- data APIs: Supports regional analytics through tools like Power BI
Service level agreements
System uptime
99.999% for 8x8 and 99.99% for Contact Assist.
Support availability
24 hours a day, 7 days a week, 365 days a year via a phone or online portal.
Local disaster recovery plans
Configurations for multi-site PCNs.
Incident management
major incidents: Immediate response or within 4 hours
minor issues: Resolved within 5–10 hours depending on severity
Dedicated engineer
A single point of contact for the contract term.
By choosing Contact Assist with 8x8, practices and PCNs gain access to a powerful, flexible solution supported by West Pier Telecom’s expert team.
Last edited: 15 January 2025 12:47 pm