|
London hospital finds
customer service solution with NT, Telemagic
St. Mary's Hospital NHS Trust is a major London teaching hospital
with approximately 320,000 patient members each year. St Mary's
found itself needing to provide better information services
for its doctors, patients, relatives and external agencies.
At that time, St. Mary's founded it's own dedicated customer
service department and looked for a system that would deal
effectively with inquiries, both internal and external. They
found it with TeleMagic Enterprise running on NT servers.
TeleMagic Enterprise was chosen to provide the operational
and information requirements of the customer services department.
Due to the inherent flexibility of TeleMagic, databases were
designed to match the specific needs of the customer service
department. The system provides all the functionality necessary
for legal claims, complaints, interpretation requirements,
patient and GP inquiries. The resuscitation training department
also uses TeleMagic to automate its administrative processes.
The implementation of TeleMagic provided St. Mary's with
many tangible benefits and cost savings. It has improved relationships
both internally and externally by allowing users to keep track
of all inquiries and correspondence and enabling them to analyze
information and identify trends. Other benefits include improved
response times and the ability to carry out patient surveys.
"The hospital had been using a bespoke complaints
software package and this package no longer provided the
functionality, flexibility and reports which were needed,"
Esther Moloney, customer service manager for St. Mary's
Hospital NHS Trust, said.
"The system is bringing cost savings that more than
justify the move. TeleMagic's support and backup services
are extremely efficient. They are always concerned to meet
our needs and often surpass our expectations," she
said.
Moloney said TeleMagic played a major part in allowing the
customer services department at St. Mary's to attain the high
levels of efficiency and service required to be awarded the
Charter Mark.
|
