Primary Care Telephony Comms
The use of a cloud-based digital telephone system within general practice provides several benefits, from queue handling and call routing to call-back functionality, whilst allowing for greater integration with clinical systems.
The GP Recovery Plan commits to using digital telephony to improve access to general practice through supporting practices currently on analogue phone systems to move to cloud-based digital providers.
As part of the ICB’s digital strategy, practices and PCNs are encouraged to work towards standardisation of systems across each PCN, where systems meet practice needs. Standardisation of systems can give practices within the PCN the opportunity to support each other and provide services together if deemed useful and necessary. Therefore, we encourage practices and PCNs needs to discuss which telephone systems they are considering.
To support Practices the move to cloud-based digital telephony there is a dedicated procurement team to support with any transfer from analogue systems and working with providers to implement digital telephony in practices and PCNs. The ICB is in partnership with the NHSE National Commercial & Procurement Hub to support our practices with the transition.
The Hub will provide ICBs, PCNs and practices with support, information, advice and guidance at each step of the process, from defining the requirements through to purchasing the right solution and managing and maintaining good relationships with their chosen supplier: Below are some of the work the Hub can do for you as a practice or PCN.
- General telephony advice and guidance – answering any questions you may have regarding your transition to fully cloud based telephony systems, including any Better Purchasing framework queries.
- Functionality Matrix – supporting with completion – working with you to define your requirements and find the best solution and
- supplier to meet your telephony needs.
- Exit fee negotiations – guiding principles – minimising the cost of terminating contracts, we have supplier relationship managers who will work with suppliers on your behalf to try and reduce exit fee costs.
- Supplier purchase enquiry and validation – working with suppliers to help obtain the best price for your solution, to meet your required solution and confirm this is in line with the agreed pricing model.
- Contract drafting and execution – completing our template contract with your chosen supplier on your behalf to ensure that suppliers are following the agreed terms and conditions, ensuring that this is signed by both parties in a timely manner.
- Escalation point for any Telephony supplier issues – collating any issues regarding the delivery of your solution and any supplier concerns and discussing these with suppliers.
- Supplier Management – maintaining ongoing dialogue with BPf suppliers to set expectations, keeping an overview of their implementation progress, delivery and any future developments in their solution
There is funding available to support exit fees and implementation of a new digital system which will be confirmed once a new digital system is in place. The route at which the funding will be disbursed will be determined at a later date and confirmed to all involved practices.
For those practices which are on analogue and have submitted their exit fee information to Digital First team, please contact: commercial.procurementhub@nhs.net as a first and next step.