Usually patients are limited in their ability to lodge a complaint to directly to their surgery. They can 1) speak to the receptionist, 2) write a feedback card 3) email a general surgery address, or 4) fill out text/online questionnaires.
But what about a call recording system?
Having a dedicated feedback number in which patients can either speak to someone or leave a message has tangible benefits:
How does a call recording system work?
Typically a call recording application will come as part of a GP cloud phone system, and can usually be activated for a few pounds a month. You can enable it across all extensions and numbers, or just some. And if you want to set-up a new, dedicated number for feedback and complaints, this too should only cost a very small amount per month.
To listen to recordings, you would simply log into your phone system’s online portal (where you can change your greetings, messages, call forwarding and auto-attendants) and either listen to the recordings live, download them or email them.
You could also set it up so that if no one was in the surgery to answer a complaints extension, it would ring the practice manager’s mobile (during whatever hours and days you choose).
What should I look for when selecting a call recording service?
A call recording service is something you would sign up to with your existing telephony provider, assuming they offer it. Ask the following questions to make sure you are aware of all elements of the service.
It would also be a good idea to ask what happens to the recordings if you change providers. For example, are they able to transfer your existing recordings? Are they deleted?
And lastly, it is important to remember that you must explain to callers that the call is being recorded as part of the GDPR. This can be done verbally or (more typically) on an auto-attendant.
Hopefully your surgery never receives a complaint, but having a great system in place in case it does, will be helpful to both patients and staff.
About VTSL
VTSL is a leading cloud communications provider, offering businesses and organisations across the UK & Ireland powerful voice communications technology that allows them to work smarter. VTSL's service streamlines day-to-day interactions with intuitive and easy-to-use management portals, mobile apps, and state-of-the-art phones. Integrations with business applications such as CRM systems reduce admin time and provides a seamless working across platforms. Learn more by emailing info@vtsl.net today.