DOMINION MEDICAL CENTRES RELIES ON ALLSTREAM TO SUPPORT ITS PLANS FOR GROWTH
Dominion Medical Centres provides quality medical care across three clinics in Alberta.
CHALLENGE
To realize its growth plans, the company needed an interconnected telephony solution.
SOLUTION To realize its growth plans, the company needed an interconnected telephony solution.
OUTCOMES
- Enhanced physician accessibility by equipping each doctor with a unique phone extension
- Improved patient care by automating its phone systems to prioritize thousands of daily calls
- Increased productivity by sharing call overflow between sites
- Gained the ability to add another physician on staff by eliminating the need to hire additional receptionists
Since its inception, Dominion Medical Centres has been committed to improving its patients' quality of life by providing comprehensive medical care. As part of this commitment, Dominion is focused on enabling its physicians to work across its offices throughout the province. Already, the organization operates two sites, with a second opening soon. To support this growth, Dominion needed a leading-edge telephony solution capable of handling its exceptionally high call volumes, transferring calls seamlessly between sites and ensuring doctors can be reached no matter where they're located. To execute on this vision, Dominion partnered with Allstream.
SOLUTION
In helping Dominion build its technology
roadmap, Allstream recommended that it deploy
IP Telephony across its two sites and use two
Primary Rate Interfaces (PRIs) to access a T1
Internet connection and consolidate its voice and
data traffic. With this architecture, Dominion
gained the ability to seamlessly transfer calls
between sites. In addition to allowing the organization
to share call overflows, this structure cut
down on the need to hire additional receptionists,
leaving Dominion with enough office space
to add one more physician to its staff.
As an added benefit, Dominion can prioritize
the thousands of calls it receives each day by using an auto-attendant to direct callers to the
appropriate extension. This way, patients can
access a dedicated line to cancel appointments
or be advised how long they must wait in queue
before their call is answered, while physicians
calling from other offices can bypass the queue
entirely.
To improve patient care, Dominion also
implemented a hotdesking solution that provides
each of its 30 physicians with a unique phone
extension they can access remotely. In addition
to allowing doctors to move between sites, this
solution ensures physicians can be reached to
deal with emergencies.
BUSINESS OUTCOMES
"Given the amount of voice traffic coming into our offices, it's critical to manage our workflow to ensure patients receive the attention they deserve," says Darren Poirier, Chief Operating Officer at Dominion Medical Centres. Allstream's solution helped Dominion reach this goal by enabling it to:
- Enhance physician accessibility by equipping each doctor with a unique phone extension
- Improve patient care by automating its phone systems to prioritize thousands of daily calls
- Increase productivity by sharing call overflow between sites
- Add another physician on staff by eliminating the need to hire additional receptionists
