Smart IT - Smart Healthcare

Smart Health Connect is a cloud-based telephony solution that is specifically designed for healthcare practices and service users.

This system has seamless integration with clinical systems, offering several key benefits to both patients and staff. The system can be configured to assess a caller’s position in the queue, announce the estimated wait time and offer the patient the option of a call back if the wait time is too long. Selected time slots can also be offered. This system has VIP call routing which automatically prioritises patients with specific requirements or emergencies. This feature shows a surgeries commitment to the health and wellbeing of their vulnerable patients.

Seamless integration with clinical systems allows staff to access patient information quickly. This allows calls to be handled quickly and efficiently while also providing a key personal touch to the patients experience. Our solution also offers robust call analytics and reporting capabilities allowing practice supervisors to gauge patient satisfaction levels. This feature also allows supervisors to local weak points in their personnel and provide additional training where required.

Homeworking or remote working options are provided through plug and play handsets, mobile apps and softphone applications. This allows staff to work easily and efficiently from any location.

Its features include:

• clinical system integration for seamless workflow
• patient call-back option during long waits allows
• comprehensive call analytics with automatic reports
• call recording and voicemail to email
• VIP routing for elderly/vulnerable patients
• flexible homeworking options
• efficient call queuing system

A project manager is assigned to manage the install from start to finish.

A warmup call is done to confirm that all details are correct and the services that have been purchased are also correct.

A site survey is then completed whereby an engineer visits the necessary sites and checks all physical requirements are correct and highlights any areas of concern if any. 

Configuration of the system is confirmed / ascertained from the practice manager or partner.

That information is then discussed further with the project manager.

The system is then configured at one of Smart IT - Smart Healthcare's offices before going live to test all configuration is correct and working.

User guides are produced specifically for the practice displaying their configuration and how to amend settings if and when required.

On the day of installation, an engineer will be onsite and will start installing the new handsets. The main reception phones  are left until last to ensure no downtime is experienced.

A the point of switchover, the number is transferred from the old system/provider to the new system and tested. The remaining handsets are then installed and all users are now operating on the new system/platform.

Engineers will then complete face to face training on the system and how to transfer calls, change groups, place diverts etc. The user guide is then updated to cover all points and queries raised and sent to the practice manager or partner. 

A follow-up call is then scheduled for the  following day from the project manager to ensure everything is working as expected. 

Customer service details:

• a direct dial, email address and mobile number for the account manager will be provided
• contact details of the helpdesk and how to raise faults is explained and demonstrated
• customer enquiries email address is provided
• the account teams contact details are provided
• Service Level Agreement (SLA) 
• 4 hours for first contact response rate. (100% SLA for the last 2 years)

Service availability:

• our helpdesk is open from 7am to 7pm Monday to Friday
• additional weekend on call service is also available. This covers 6am to 10pm Monday to Friday. 9am to 5pm Saturday and Sunday