Free Newsletter
Register for our Free Newsletters
Analysis, Inspection and Laboratory
Assisted/Independent Living
Clinical and Nursing Equipment
Design and Manufacture of Medical Equipment
Diagnostics Equipment, Monitoring and Test
Education, Training and Professional Services
Health Education and Patient Management
Health Estates Management
Healthcare Support and Information Services
Hygiene and Infection Control
IT and Communications in Healthcare
Medical Device Technology
Research and Development
Safety and Security
View All
Other Carouselweb publications
Carousel Web
Defense File
New Materials
Pro Health Zone
Pro Health Zone
Pro Security Zone
Web Lec
Pro Engineering Zone

Speech recognition helps Northern Devon Healthcare Trust cut call waiting times

Telephonetics VIP : 23 April, 2008  (Application Story)
To reduce call waiting times for patients the Northern Devon Healthcare Trust (NDHT) is using a Telephonetics VIP’s ContactPortal speech recognition solution to answer external calls at busy times.
Callers are politely answered by a speech driven automated call routing product and simply need to say the name of the person, department or ward they require to be connected to, quickly, and without the need for human intervention. This relieves pressure on switchboard operators and makes them available to deal with more complex enquiries.

Northern Devon Healthcare Trust has hospitals and resource centres in seven locations across Northern Devon. The main hospital site in Barnstaple, North Devon District Hospital (NDDH) has used ContactPortal, the speech driven automated call routing solution from Telephonetics VIP, to answer all internal calls since October 2007.

The introduction saw an immediate decrease in the number of internal calls to the main switchboard, with NDDH staff successfully getting through to other members of staff across the hospital and community sites, without having to rely on paper directories. It was a logical next step to extend the service to external callers.

The Trust receives approximately 2,000 calls per day and sometimes these calls cannot all be answered promptly by the reception team. Since January 2008, ContactPortal has ensured that all calls are answered either by reception within one minute or by ContactPortal, after one minute.

Tricia Hawson, facilities manager, Northern Devon Healthcare Trust explained, 'We introduced this system to ensure that we offer a good service to people telephoning the main switchboard. Monday mornings are the busiest times for reception staff and we appreciate that in the past some callers may have had to wait a long time to get a reply. This system supports our reception teams when the volume of calls exceeds staff availability. Having the flexibility to add extra services to the Telephonetics VIP solution is a great benefit to us.'
Bookmark and Share
Home I Editor's Blog I News by Zone I News by Date I News by Category I Special Reports I Directory I Events I Advertise I Submit Your News I About Us I Guides
   © 2012
Netgains Logo