Of the available communications channels, telephony is probably the one most people are comfortable with.
However, not everyone has access to basic contact data. This means understanding of demand is determined by the calls presented, rather than the number of attempts, redials, hang ups and on hold experiences.
In fact, demand understanding can now be achieved across most channels. The absence of such insight means operating without key information to hand and as such will make formulating the right response difficult.
The NHS England guidance How to improve telephony journeys in general practice helps practices shorten call queues and improve patient journeys using call-backs, recorded messages, signposting, keypad and voice options.
The use of cloud-based telephony can help to smooth the peaks that practices typically experience at 8.00 am each day. It can also help to reduce call wait times including giving patients the option of ‘call back’, improving patient satisfaction and experience.
Cloud-based telephony can reduce the burden on practice teams through integration and easy view data dashboards to support demand and capacity planning and through recording functions, which save time and support development of both clinical and administrative staff.
Consider
Is telephone demand measured, reported, and reviewed?
Do you use a rota to manage the telephone during busy periods?
Do you use navigation, triage or sifting to optimise use of the telephone?
Do staff promote alternative points of access, such as the NHS App or the practice website?
Are call queue and on hold messages used to promote alternative points of access?
