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Supporting business operational growth in the healthcare industry

The healthcare industry has been particularly challenged the last year and having conhesive operations particualrly in a multisite environment is essential for your communications.

Our client’s issues.

Our client is a multisite care home business that at the time of talking to us, had 30 ISDN lines. The Head office was already on a stand-alone cloud system, however, this resulted in issues with calls being unable to be diverted between the homes and head office and not only were there logistical issues in that, but they were paying for calls between head office and the separate care homes.


The care home sites had problematic issues with their broadband as well. They were all large homes with a download speed of 50 meg that was far from satisfactory for their needs.


Not only that, each resident had an analogue handset in their rooms. These are all designed to be used by the elderly residents and could not be replaced. Therefore, they needed a solution that incorporated all of their needs.

 

When discussing our clients’ needs, we also discovered that their existing provider was a smaller firm and the tech support from them during Covid had been less than ideal and the Care home team were experiencing far too many issues that could be proactively avoided.

Laughing people

Our solutions

Due to the various considerations we needed to reflect on, we decided that ultimately an On-premises solution was the most ideal for our clients, linking all the sites by IP. The homes needed to have seamless communication, particularly during the pandemic as the staff had on-site teams as well as those working from home.

Not only that, but it was also imperative that our client needed seamless and professional caller experience; their previous system had no on hold marketing so calls received were left in voids of silence and often disconnected.

 

So, Mode ensured that we ported all ISDN services to SIP-this is particularly useful as we prepare for the 2025 switch off from BT. We also supplied them with lease lines throughout all 3 care homes, but not only that we installed the LG UCP (unified Communications platform) which allowed all the residents to keep their existing handsets in their rooms but also provided full IP (Internet Protocol) functionality to each member of staff and user in the business. So, it meant that everyone was working from one system including Head office.

Calls between sites are now all connected using one system. The call experience is no different regardless of if they are calling within branch or not.

 

IPECS systems are diagnostically checked constantly, and faults are reported to our tech support team instantly. Mode’s SLAs are industry leading, and we ensure that we are remotely monitoring our clients’ systems for seamless experience. Not only that, but the new solution has full Mode’s ‘On Hold’ Marketing package. This will give important reassuring info when families are calling in, know ingthat their call is being dealt with.

All sites are connected and can work cohesively together for seamless operations

James our Expert

The results

Seamless, sophisticated, new technology for our Care home client that’s meant their clients are supported in their communications needs.

Our clients

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Our clients in the property markets understand that they need support in their communications. Not everyone is ready for the cloud for a multitude of operational reasons, so we are still here to offer advice and support for clients that need communications solutions that are on-premise.

Please fill out the below form and one of our team will get back to you asap. Alternatively please call 0330 175 5588 to speak to a member of the Mode team.

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Please fill out the below form and one of our team will get back to you asap. Alternatively please call 0330 175 5588 to speak to a member of the Mode team.