Rydal mediComms

Rydal mediComms is a cloud-based solution utilising the Rydal mediComms platform and designed to simplify multi-channel customer interaction for health and care organisations with added optional interoperability with EMIS Web. 

The Rydal mediComms solution makes customer interaction across multiple channels simple. such as voice, email, and webchat. This makes it easier for the surgery to communicate with patients. 

An easy-to-use self-service portal for specific users allows flexibility and the ability to enable bespoke messaging and DR plans when needed.

Rydal mediComms offers a dependable and adaptable contact centre solution that seamlessly accommodates growth as your practice expands.

All staff members within the practice can collaborate efficiently on a unified telephony platform, ensuring secure information sharing and delivering outstanding customer service to service users.

Rydal mediComms offers a comprehensive set of management reports, including both real-time and historical data, empowering practices to enhance customer service and operational efficiency.

Engineered to streamline multi-channel customer interactions, Rydal mediComms is compatible with a wide array of devices and supports WebRTC technology.
 

The main features include:

• our voice, email, and webchat solution come equipped with advanced call features such as automated routing, auto attendant, and sophisticated call recording options for inbound, outbound, and internal calls. It also offers detailed customer messaging, customisable call flows, call queues with voice messaging and music, call back functionality, and post-call automated survey options
• webchat functionality enables online users to interact with practice staff, and email integration streamlines email routing for enhanced efficiency
• our comprehensive reporting suite offers a wide range of statistics and reports to provide valuable insights
• additionally, there is an optional integration feature with EMIS Web through the Care Connect app for seamless connectivity
• position in queue announcements when on hold
• call recording with storage options/durations choice
• can provide the patient the option to call back

The Rydal mediComms hosted solution has current  operational interoperability with clinical systems used in NHS and GP practices. The system integrates with EMIS Web GP for partner API and have current certification with EMIS Partners Certificate of Assurance, covering the required standards and additional to the following:

• interoperability Non-functional requirements (range ISNFR -1-08)
• minimum non-functional requirements for Authority Specified Interfaces (ASNFR01-02)

Any other specific NHS requirements not included in the above, our design and engineering teams will ensure we provide the necessary development and design to ensure interoperability with the clinical systems put forward for evaluation and potential roll out.

On placement of order with Rydal, a Teams chat meet or face to face meeting to data capture for the practice. This with operational and IT staff of practice. As a result, an implementation document and flow diagram will be created to demonstrate for call flows and call handling into the GP practice.

1.You will be allocated an on boarding project manager who will be in contact within 72 hours or sooner for a kick off meeting. This will be a named contact and will be the main contact for the customer and all other third parties for the duration.

2. Dependant on the products ordered will determine the lead times for installation. inclusive of connectivity type, customer premises equipment and Rydal mediComms contact centre configurations. Lead times will range from 5 to 21 working days.

3. On completion of the project and Installation, the handover and customer sign off will happen between the on boarding project manager and the main customer contact to ensure customer satisfaction.

4. Once handover has occurred the customer will be allocated a named account manager to manage the customer in life.

Training will take place during the on boarding process and organised through the project manager allocated. This will be either through

1. Face to face training or

2. Remote training through Teams or preferred system.

A laid down schedule will be provided and will include reception, agent and supervisor training.

Service availability will be 24/7, 365 days a year response.

There will be a customer services support and help desk contacts provided for working hours specified by the customer.

Main customer service number is 01733-511116 or email [email protected].

Rydal will provide an SLA to the customer on handover. This will typically be associated with the following areas. orders, moves and changes, installation lead times, various levels of the Service Level Agreement (SLA) for faults response and repair times per products and services provided.

Escalation points for faults ad issues will  be categorised from Priority 1 critical through to Priority 3 or 4 dependant on nature of fault or issue. All will be reflected in the agreed SLA provided.