NCS Gamma PatientSmart

PatientSmart is a hosted telephony solution tailored for healthcare organisations, providing multi-channel patient communication channels and integration with leading clinical systems.

• PatientSmart streamlines patient interactions across various channels, including voice, email, and webchat, improving patient engagement and communication, providing a robust and easily expandable contact centre solution that can adapt seamlessly with the growing needs of medical practices
• a modern, unified telephony system, feature-rich but intuitive and simple to use, PatientSmart offers outstanding service for both healthcare providers and patients
• authorised users can effortlessly manage configurations, from call pathways to new user additions, all through a secure web portal with a user-friendly suite of self-service tools
• PatientSmart provides comprehensive management reporting capabilities, both real-time and historical, enabling practices to review and improve their customer service or patient experience and boost operational effectiveness

PatientSmart has been designed to enhance the patient experience and streamline call management, providing a comprehensive communication solution tailored to the needs of both healthcare providers and patients.

PatientSmart features include: line-specific and tailorable greetings, interactive menu options to direct callers to different departments or teams, tailorable call routes including VIP call routing to provide priority to critical care or vulnerable patients, queue management including in-queue messaging, call back and call recording options, call forwarding and call forwarding rules for out of hours, real-time and historical reporting with a full suite of metrics related to call volumes, abandoned calls and waiting times.

Recognising the critical importance of effective and reliable communications for healthcare providers and patients, our implementation processes are built to ensure minimal disruption to patient communications during installations. We routinely arrange installations outside of standard working hours including weekends and evenings and carry out a considerable amount of the initial setup offsite to minimise interference with patient communication on the install day.

Installation is carried out by our skilled and qualified engineers who work with our clients across the UK.

Typical order time from request to installation is 4 weeks. We can fast-track orders and installations based on urgent requirements and provide a package of support during installation such as call forwarding or call redirections to ensure patients are not affected. 

We are pleased to offer free installation surveys and free system training for all healthcare providers as part of our package of support. 

A partner you can trust

NCS is the UK’s leading provider of integrated workplace solutions, delivering world class connectivity, communications and collaboration solutions together with intelligent print, mailroom and security
Solutions to more than 5,000 customers spanning every corner of the UK. A Platinum Gamma Partner, NCS can provide an unrivalled depth of resources, talent and support, with over 180 employees based around the UK.

Service guarantee

We understand the critical nature of healthcare provision and patient care, and the need for uninterrupted, reliable services. We are proud to offer a Service Level Agreement (SLA) that guarantees 99.5 percent uptime.

Engineering support

 We have a team of 50 field engineers, who provide on-site support to ensure optimal system performance and installation, and a technical support desk ready to answer any query or provide first-line support to any issues.

Support

Our standard business hours are from 8 AM to 6 PM, during which time our customer service and technical support team is readily available, we also offer 24/7 emergency and out-of-hours support.