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RHM Telecom – Horizon Contact

RHM Telecom – Horizon Contact is an assured supplier available from the Advanced Telephony Better Purchasing framework (BPf).

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Solution description

  • Gamma Horizon Cloud Telephony
  • Gamma Horizon Contact
  • Think Healthcare – Contact Assist  

Main benefits to practice and service users

  • can operate seamlessly across multiple sites to fully utilise resources
  • can set up advanced call queue management for peak times can interface with Clinical systems to save time
  • can record calls for staff coaching and complaint management
  • can report on call handling performance for transparency and development

Features

Features include
  • queue up to 100 calls simultaneously
  • offer position in queue announcements
  • offer patients the option to book a call back whilst in the queue
  •  offer patients the option for a call back when they reach the end of the queue
  •  call recording with storage options from 1 – 84 months
  •  call reporting with options for live wallboards and historical reporting both ad hoc and scheduled
  •  option to interface to EMIS or SystmOne

Interoperability

Can interface with EMIS to display the patient record if the inbound number is presented by the caller.

Can outbound call a patient from within EMIS to save time.

Can interface with SystmOne to display the patient record if the inbound number is presented by the caller.

Can outbound call a patient from within SytmOne to save time.

Implementation

Face to face or Teams data capture workshop with IT and operational staff

  • map out call flows on a VISEO diagram
  • confirm roll out plan with surgery
  • user training delivered on site via RHM engineers for hardware
  • user training for reception staff Web client via Teams
  • admin training for IT and/or management via Teams

Service level agreements

Service availability of RHM Helpdesk 08:00 – 21.00 x 7 days excluding bank holidays.

Customer service details – 0345 33 77 373, [email protected], [email protected]

Service levels – working hours

  • priority 1 faults 1 hour response, 4 hour fix
  • change requests 4 hour response, 8 hour completion for remote

Last edited: 17 January 2024 11:02 am