UCLH phone system now on mend

University College London Hospitals (UCLH) Trust has teamed up with Telewest Business for an advanced communications infrastructure to efficiently handle incoming calls from the public.

University College London Hospitals (UCLH) Trust has teamed up with Telewest Business for an advanced communications infrastructure to efficiently handle incoming calls from the public.

The multi-million pound hospital was officially opened in June 2005 and is a flagship hospital for the government's healthcare reforms in the UK.

UCLH NHS Trust's 6,000 staff provide treatment to over 60,000 in-patients and 450,000 out-patient appointments in an average year. As one of the largest hospital groups in the country it receives more than 1.2m in-bound calls a month.

The hospital said the system will help UCLH reduce call handling inefficiencies and minimise caller frustration by ensuring calls are accurately routed to the right department. In the past it was common for a caller ringing the wrong number for information to be asked to redial.

The introduction of a call management infrastructure built on Telewest Business’ SRS Advanced Solutions platform has enabled UCLH to launch a single 0845 contact number to control the millions of in-bound enquiries it receives.

Calls to UCLH were previously handled by multi-site contact centres with independent switchboards based at its eight hospitals, the majority of which will now be located under one roof.

George Hodson, telecoms manager at UCLH NHS Trust, said, “Telewest has been able to provide us with a secure and flexible virtual telephony solution which means we don’t have to pay for costly equipment. These savings can be invested back into the NHS.”
 
Telewest’s solution uses an interactive web interface to enable organisations to define, modify, copy, activate and display call routing plans in real time.

The call routing infrastructure offers a wide range of voice solutions including complex routing, on-line statistics, on-line control, interactive voice response (IVR) and other network-based services that give tighter control over voice traffic.

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