ITS Digital - Surgery Connect
ITS Digital is the exclusive provider of Surgery Connect for Hertfordshire and West Essex and Bedfordshire, Luton and Milton Keynes ICBs available from the Advanced Telephony Better Purchasing framework (BPf)
Solution description
Benefits to patients
- managed queues with unlimited recorded information
- call back option to avoid queue waits
- options to self-serve for some common needs
- intelligent call routing: VIP prioritisation to access appropriate care
Benefits to practice managers and receptionists
- real time view of staff availability and access demand
- rules based and manual control of group membership
- immediate access to call flow changes and patient messaging
- patient identification and screen pop reduce call handling time
- calendars and mode switch automatically change patient call flows
- call recording reduces complaints and creates full audit path
Benefits to clinicians
- desktop tool for single click patient contact: phone, video, SMS and photo request
- automatic or manual file of communications to patient record
- management of appointment lists linked to EPR
- remote working and mobility via softphone and mobile
Benefits to PCNs, ICBs and NHS
- scales to multi-practice environments
- incorporates staff mobility for work-anywhere
- route to scale historical performance data / dashboards
- support population health such as campaign calling
- unlimited lines and full federation
Features include:
- intelligent call queues, queue position, playlists
- patient call back option with retries
- automatic call distribution, skill based, priority and overflow routing
- patient self-routing to alternative teams and resources
- SMS links to patient from call flow for data collection and OC
- option to check, cancel, book appointments with EPR integration
- desktop tools for single click patient access
- video calls with switch to video mid phone call
- all patient communications rolled up into EPR consultation record
- new number capture for input to EPR
- data capture for unattended telephone triage
- SMS on demand with template and save to record
- real time and historical reports across practice or estate
- including live dashboards
Interoperability
- EMIS Web
- EMIS Community
- TPP SystmOne
- Cegedim Vision (Awaiting update from Cegedim for full integration)
Implementation
Softphone only implementation
- service build time scale typically 5-10 working days
- number porting 10-20 working days
- number allocation from range 5 working days
Delivery of services handset and softphone solution
Contract to go live 6-8 weeks encompassing:
- site survey
- cabling
- broadband installation (if required)
- handset installation and provisioning
- go live planning and on-site engineer support
Training services
Onsite training conducted prior to go live (usually day before):
- admin staff
- clinician
- management
Additional onsite/remote training whenever requested for the duration of the agreement, at no cost.
Full suite of self-training material, videos.
Service level agreements
Service availability
- 99.9% SLA without critical incidents
- deployment on 3 redundant UK data centres
Customer service
- telephone Support 24/7/365 for critical incidents
- telephone Support 08:00 - 18:30 for all assistance
- assigned customer relationship manager
Minor problems
- report via the ITS NHS portal or report by phone in working hours.
- time to respond 4 working hours: Time to fix 5 working days (hardware)
- 20 working days (software release)
Serious problems
- report via the ITS NHS Portal or report by phone in working hours.
- time to respond 1 working hour: Time to fix 2 working days
Critical problems
- report via the ITS NHS portal and then follow up by phone, quoting the ticket number, in working hours
- report by phone to duty engineer at all other times.
- time to respond 15 minutes: Time to fix 8 working hours
Last edited: 13 November 2023 12:34 pm