Many departments within the NHS and PCT’s have the need, whether it be for quality or regulatory reasons to record telephone calls between clinicians and patients. Some PCT’s had systems that could record inbound calls from patients but not the ability to record outbound calls made to patients.

Client - NHS, PCT’s, Specialist Clinicians (www.nhs.uk &www.wales.nhs.uk)
Business Issue - To securely record, archive and retrieve phone calls without buying equipment.
Services - Call Forward & Record, Storage and MARR

Many departments within the NHS and PCT’s have the need, whether it be for quality or regulatory reasons to record telephone calls between clinicians and patients.

Although some PCT’s had inbound recording facilities on their PBX system, few had any outbound capabilities. Also, those PCT’s that could record telephone calls could not easily archive and retrieve them. In addition few PCT’s had enough staff resource to manage the process of archiving and retrieving patient’s phone calls

PCT’s also had to deal with issues and questions such as:

• Should they invest thousands in buying recording equipment for their PBX?
• How easy is it to use and administer?
• Can we record multiple concurrent phone calls?
• Departments did not want to handle the storage and security of phone calls.
• How easy can recorded phone calls be located, if and when needed?

By taking advantage of the Callagenix patient call recording service, PCT’s that require patient calls to be recorded can now be made from any telephone and are securely stored digitally without the need to buy or change any hardware.

How does it work?

PCT’s are given either a local number or national 08 phone number to call. Clinicians who need to record their calls to patients ring the number and are then asked to input a PIN number (PIN’s can be customised or removed). You are then invited to dial the patients’ phone number. From that moment onwards it is a normal phone call, except the call is being digitally and securely recorded.

When the call has finished the recording is stopped and immediately archived in your secure Callagenix account. At the time of archiving, recordings are stamped with a range of retrieval information allowing calls to be quickly and easy located.

Calls can be located by

• Date and time
• Patient’s phone number dialled
• Phone used to call the patient
• Comments fields

For each recorded call, comments fields can be added and amended e.g. “spoke to patient in Jan 07 about xyz……”

When a phone recording needs to be located a powerful yet easy browser allows you to search the archive using the fields above, or combination of the fields.

How long can the recordings be stored and how many?

Recordings can be stored from a minimum of 3 months to 36. For recordings that need to be archived for longer periods than 36 months, this can be set up on a case by case basis. Please contact us for details.

Whatever storage timeframe is chosen activates a, “ x month moving window” e.g. If 12 months storage is chosen, a 12 month moving window will be activated allowing old month 1 recordings to be automatically deleted when the time window moves to month 13 and so on.

Calls are securely recorded in telephone quality sound files using “.wav” file format. As a result, file sizes are kept to a minimum allowing you to record around 100 hours of phone calls for £25.00 per month.

Downloading & FTP access

Phone recordings can either be downloaded individually or automatically downloaded using FTP transfer. A separate FTP document describing how to do this is available for download.

Other Features

If you use other Callagenix services, you can also store and retrieve voicemails and faxes in the same way as phone recordings. In addition, we will shortly add OCR recognition allowing faxes to be searched by their text contents.

Costs & Free Trial

Unlimited call recording and storage starts from only £25.00 per month plus call charges. Call forward and record service 40 ppd.

This equates to approximately 100 hours of telephone recording (3 month minimum commitment. Up to 500mb of storage included, additional 500mb cost £10 per month)

To set up a 30 day free trial, please contact us.

		PDF Case Study

Back to Case Studies

Need a callagenix phone services?

Call Us Now On+44 (0) 870 626 0626