Central Manchester Clinical Commissioning Group (CMCCG) is responsible for providing a number of hosted services that are available citywide to other CCG’s and NHS entities.
Manchester Integrated Care Gateway is one of these hosted services. The Gateway is responsible for a registered population of 743,220 patients, across the four CCG’s they currently provide referral management solutions too.
CMCCG is a ‘Beacon Centre’ for other similar services across the country. As such they are required to demonstrate best practice and were invested in efficient, patient friendly methods of operation. Unfortunately with the limitations of their old out dated technology meant that CMCCG telephony solution had a detrimental effect on this status and the services development.
They wanted a partner to ensure the continued growth and success of the organisation, which could replace and improve on the patient experience throughout their Gateway.
4net Technologies designed and delivered an Avaya IP Office telephony platform as the underlying back office solution and integrated the Enghouse Interactive Contact Centre, with QMS recorder software, to deliver multi media contact centre functionality. This solution meets MICG’s existing needs whilst allowing for future growth and enhancements.
The solution has delivered a number of benefits to the organisation, which have helped improve patient satisfaction and improve agent ability to deal with a wide range of calls from different media.
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“We met 4net on a few occasions where they developed an in-depth understanding of our current issues, potential future issues, alongside observing what was actually going on in our service. Based upon their findings, along with some of our future requirements, 4net presented the solution we are now using. ”
Joanne Johnson, Operational Lead – Manchester Integrated Care Gateway