Invest the time and resources to get it right. Do your homework and understand exactly what you need. Understand the features that your telephone system needs to improve the patients’ experience.
Ask other practices. If you like the way a telephone system works at another practice, ask them what system they use and, if possible, how much it costs. Talk to other practices or contact your PCT to get a feel for pricing, suppliers and options.
Don’t under invest. You have decided to invest in a telephone system to improve your practice and your patients’ experience. If the new telephone system is unfit for purpose, patients may get an inferior service.
Beware of over-zealous sales people. Most salespeople will sell you the benefits of the system without fully explaining the cost of add-on modules. Make sure that you know what’s included in the base price and agree terms before signing any agreement. (You may want to consult other practices or your PCT before signing.)
Take advantage of your existing assets. Consider what assets you already have. For example, telephones can be very expensive. You may want to buy a new system that uses your existing telephones.
Prioritise features. List what you want and create a checklist. This will help you to make the best decision. For example, do you need an auto attendant feature? Do you want to provide information when patients are on hold? Do you need to monitor telephone usage? What are your voicemail needs?
Find a good supplier. You will usually need to consult and hire experts to install and program a telephone system, so finding a good telephone dealer is key. Always ask for references and contact the supplier’s other customers.
Consider VoIP telephone systems. Voice over Internet Protocol (VoIP) technology allows practices to place and receive calls using the internet. You shouldn’t rely solely on VoIP solutions, because internet connections are not as reliable as telephone lines. However, VoIP solutions can be a perfect solution to managing peak demand, when your practice may require an extra line to deal with calls.
Consider voicemail compatibility. Ensure your telephone system can work with a wide range of third-party voicemail systems. This keeps your options open and minimises the chance of you getting stuck with an inferior or overpriced voicemail system.
More wires than needed. Telephone experts recommend doubling the number of wires for future proofing. If you need to install wires for the telephone system, consider adding more than you need. This will up the initial cost of installation, but may offer a huge future saving.
Consider financing options. Ask your supplier whether you can pay for your system over time. This can be a big benefit if cash is limited. But be warned that leasing costs can drastically increase the final price of your telephone system.
