Health centre invests in telecoms to improve patient experience

Wolds House in Market Weighton

Wolds House in Market Weighton

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The new health centre in Market Weighton has enhanced its telecoms system to deliver a better service to more than 9,000 patients.

Market Weighton Group Practice is based in Wolds House on Medforth Street, a two-storey, purpose-built health centre which is home to nine GPs, teams of district nurses and midwives and a physiotherapist.

Yorkshire-based telecoms specialist NGC Networks has installed a new telephone system and call recording technology at the centre, which is aiming to improve the way that its staff respond to calls from patients.

Live wall boards at the surgery display calls waiting and the average answer time, enabling better management of calls and improving patients’ experience.

Tracy Robinson, practice manager, said: “The system allows us to be more efficient in the way we answer calls and deal with patients. The call recording element is excellent, it shows us who has phoned in and how long they have been waiting and this helps us match staffing levels to when we have high volumes of calls.”