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Smooth operator

Derbyshire-based Appletree Medical Practice, which provides healthcare to patients in Duffield, Little Eaton and surrounding villages, has overcome the challenges of uneven call volumes by installing an intelligent NEC SV9100 communications system with MyCalls call management and reporting.

By giving patients the option to stay on the line or call back later, the call queuing system (with position-in-queue announcements) spreads calls more evenly throughout the day, reducing pressure on staff during busy periods, notably Monday mornings. The practice now also benefits from call recording and a more than 50% reduction in monthly line rental and call charges, from £400 to £170. See the video case study at

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