GBUZ RB Clinic No. 1 upgraded work of service of registration of citizens' appeals

On August 25, 2016 the Mango Telecom company announced implementation of Mango Office technologies: The virtual PBX and Call center in GBUZ RB Clinic No. 1 of the city of Ufa.

Project Tasks

As communication channels in clinic use phone and the website where there is a feedback form for making an appointment with the doctor. Daily about 500 addresses by phone come to clinic. All communications process four employees of registry^[1].

GBUZ RB Clinic No. 1, (2014)

Before clinic there was a need to increase service quality of patients and to reduce the number of the citizens who did not have opportunities of contact with medical institution because of employment of communication lines. At the same time there was a problem of control of work of employees with telephone addresses of patients. It was represented important - to achieve the goal quickly, without expansion of the state and a capital expenditure on reorganization of infrastructure.

Project Progress

For the solution of assigned tasks selected the integrated services of Mango Office company: "Virtual PBX" and "Call center".

Project Results

From the moment of implementation of Virtual PBX all calls coming to the uniform phone number are distributed on several employees. An algorithm of distribution of calls — "at the same time all": at receipt of a call it goes at the same time to all free employees. It allows to reduce waiting time of the patient by lines.

As the call will come to phones of all employees at the same time, even if someone from them left from a workplace or cannot take the call, the call will be received by someone from colleagues. Also in the Mango Office Virtual PBX there is an opportunity to write and listen to a call recording which in clinic applies to study of disputable situations with patients or refining of information on making an appointment. The C use of reports of the Virtual PBX became possible to define peak hours of receipt of the maximum number of calls that helped to distribute optimum incoming calls on employees and to lower quantities of lost calls.

Using Call center are appropriated to calls this or that subject (the reason of a call to clinic), if necessary calls transfer to deduction, before waiting of the answer of the released specialist. Patients do not "hang" on the line, and know that their call is received and waiting time before communication with the specialist is minimum.

We pay special attention to calls of our patients. We were connected to Mango Telecom at the end of June, 2016, and about service there was already a positive impression. Employees successfully master the IP telephony. So far early to sum up even the intermediate results of implementation, but, according to employees, they like a simple and user-friendly interface of the software product, and they open for themselves new opportunities for work with calls. Dinar Valiullin, chief physician of GBUZ RB Clinic No. 1