Attain was commissioned by Mid and South Essex ICB to manage the primary care cloud-based telephony roll-out for the region:

  • The primary objective of the cloud-based telephony (CBT) project in Mid and South Essex was to modernise and standardise telephony systems across 153 GP practices.
  • This initiative aimed to ensure all practices complied with the latest NHS regulations, enhance communication efficiency, and improve patient access to healthcare services. The project sought to upgrade practices still using analogue systems and those needing enhancements to their existing CBT systems.
  • ICB funding covered both installation costs and the buyout of existing contracts, ensuring a seamless and cost-effective transition.

What We did

  • To achieve our goals, we collaborated with 153 GP practices, regional and national teams, regional procurement, and multiple suppliers on the framework.

  • The project was divided into two phases: phase 1 focused on upgrading practices still using analogue systems to cloud-based telephony, while phase 2 targeted practices that already had CBT but required upgrades to meet new NHS standards.

  • Our team facilitated the coordination and communication among all stakeholders, managed procurement processes, and oversaw the installation and transition to the new systems. Comprehensive support and training were provided to ensure practices could telephony systems.

Outcomes

  • The successful implementation of the CBT project has significantly enhanced communication capabilities within primary care practices in Mid and South Essex.

  • Practices have reported improved efficiency in handling patient calls, resulting in better patient experiences and reduced wait times. The transition to modern telephony systems has also ensured compliance with NHS regulations, providing a robust and future-proof communication infrastructure.

  • By covering installation costs and existing contract buyouts through ICB funding, we minimised financial burdens on the practices, facilitating a smooth and cost-effective upgrade process.