Pure Cloud Solutions brings GPs together

Pure Cloud Solutions has supplied software to the newly-opened Tower Hill medical practice in Birmingham.

The installation of the cloud-based voice communications platform, Voice Anywhere, comes after three practices in the West Midlands were joined together in a new purpose-built facility. They required a combined communications solution that, not only covered existing working practices, but also enabled the practices to take advantage of the latest technologies to improve the overall patient experience and call handling process.

Having liaised with the different practice managers to ensure all of the existing and future requirements were dealt with from a communications perspective, Pure Cloud Solutions rolled out its solution to 72 users.

The deployment fixed the following issues:

• Receptionist availability for taking calls with full reporting and associated call recordings and wall board displays in multiple locations and overflow groups
• Full automated time of day routing including training days and out-of-hours routing
• Full messaging and queuing with the ability for practices to have separate routing with full screen labelling on the handsets to identify the call type
• Full hot-desking across the entire location that enables any receptionist, doctor or nurse to work from any desk at any time
• Disaster recovery mode with immediate rerouting of patient calls to ensure no downtime

A company spokesman said: “We managed all of the number porting with existing suppliers to ensure there was zero downtime and seamless service for all of the patients.

“We implemented the complete end-to-end solution, including cloud voice services, time of day routing, queuing, web based wallboards, inbound and outbound call recording, all hardware and network connectivity with zero down time for the practices and also with no impact to the patient experience.”

The NHS IT lead for the project was Sunjiv Sabherwal, programme manager from Midlands and