The Benefits and outcomes
The improved responsiveness and access to relevant, readily available expertise has particularly been felt by the Trust’s switchboard operators, who are responsible for logging the majority of faults.
Many of the team had previously lost faith in the system due to lengthy difficulties fixing operator consoles or out-of-hours faults that the Trust’s in-house engineers were unable to rectify in the interim.
Since Maintel’s support contract commenced, operators have been impressed by the rapid and reliable response they have received and the ease and constancy of communication. This reactive support ensures that patient calls efficiently reach their destination, improving overall experience.
For the first time, the Trust’s own engineers have a direct relationships with Maintel’s engineers, allowing them to work together and build trust and true partnership. In the past, development for the Telecoms teams required a generic training course. A timely chat with a Maintel engineer who has all the relevant context achieves much improved understanding, and supports the in-house teams in carrying out their own interim fixes.