Introduction

The main reason for changing the switchboard system was because the legacy platform was running on an unsupported operating system, specifically Windows XP and Server 2003.

The NHS nationally issued guidelines and mandated the removal of unsupported operating systems and the switchboard were one of the last set of users on this platform. With no ability to update, the risk of viruses or loss of service would have been significant.

The supplier of the legacy system was seeking in excess of £40,000 to bring the same system onto a Windows 7 and Server 2012 platform with no additional benefits. ICT did not consider this good value for money.

As part of the negotiation process for the voicemail and call centre platform, the Trust was offered the switchboard module, usually costing £20,000 inclusive of the upgrade price. The tender was awarded and for a small amount of professional services, the new system was implemented.

The new platform therefore made the switchboard compliant with national policies as well bringing additional features and resilience by being able to be housed in the Trust's tier 3 data centre.

In addition, the new platform brings significant reporting capabilities, auto attendant and call recording.

Background

The switchboard operating system officially went live on Tuesday 24th May 2016 but prior to this period extensive training of staff and testing relating to the resilience was conducted. It was established at an early stage that the previously held telephony databases of which there were two (DMH and UHND respectively)holding in excess of 12,000 departmental / individual details would require extensive formatting and alignment and thus a decision was made to use the Trust Internal Telephony Directory.

However, realising the switchboard staff were accustomed to using their individual databases these were still made available for reference along with the new database. Ultimately, the new database would be continually updated to ensure all relevant details are transferred over and cleansed accordingly. The latter is essential to facilitate the effective functioning of the LUCY (Let Use Connect You) service which allows internal callers to be directly connected using voice recognition.

Current Position

Since the introduction of the new switchboard operating system the total volume of calls handled equates to over 67,637 (ref. period 24.05.16 – 23.06.16). This can be further broken down into circa 38,000 externally and circa 29,500 internally dialled calls. Overall, the switchboard operations handle over 20,000 calls per week. Additionally, LUCY has connected over 6000 calls which would have previously been dealt with by the switchboard.

Although the majority of calls have been dealt with in a timely manner some issues have arisen which have required both technical and operational adjustments which will be discussed within this briefing paper.

Bleep System 1

It became apparent soon after the introduction of the service that the bleep system was not functioning correctly. It was diagnosed that when an individual was bleeped there was potential for the responder to be placed on a different server and thus unable to be connected.

This was rectified within 24 hours and the problem resolved.

Bleep System 2

Callers have stated that they have had to wait a long period of time to get a response from a bleep holder forcing them to abandon the call and re-call switchboard.

Issue 1 – it has become apparent that bleep holders do no respond within a meaningful period or do not assign a deputy when they are unable to answer a bleep due to other commitments.

Action: it is imperative that bleep etiquette is upheld and individuals need to answer bleeps in a more meaningful manner and when not available re-assign the bleep to another individual.

Issue 2 – Caller has to abandon call and re-dial.

Action: I.T. who owns the operating system has sought changes to the protocols followed when the bleep system is used. The caller will be placed onto the automated bleep system as previous and the bleep holder paged. If no response is had within 90 seconds the bleep holder will be re-pagedand the caller informed. This will occur a maximum of two times before the caller is transferred back to the original switchboard operator to seek an alternative function.

LUCY

The automated service is designed to aid the caller by directly connecting them via a voice recognition system. Currently 20% of potential users have availed of this service. The remainder of users would have been connected to the switchboard operator. Every time an unsuccessful connection is registeredthe caller request is reviewed and where appropriate adaptions are made to ensure future requests are connected. This service is linked to the quality of the database and the need for individuals to keep their details up-to-date. Although a smart system there is a need for the system to become accustomed to local dialects and connotations for individual / department names. Eg. ED, A&E or Casualty etc.

Action: Individuals will be requested to ensure their details are up-to-date on a regular basis via a CDDFT login function which requests the relevant information.

Community Hospitals being connected directly to LUCY

Historically the community hospitals had their own direct dial telephony service which stood independent of the switchboard function. Through a separate upgrade scheme they can now avail of the functionality as main site users whereby they can dial the short extension number instead of the full DDI telephone number. It has become apparent that when the reception desks are unmanned the calls are diverted to ‘0’ which previously would have sent the caller through to an answerphone or similar service. Due to the internal call ability they are now diverted to switchboard but are classed as an internal caller due to the divert function.

The system has now been adapted so that a 5 digit number has to be used if these sites wish to divert their calls to the main switchboard function which in turn will deal with them as an external caller and thus be directed to the switchboard operator.

Telephony Databases

As previously detailed there has been a need to establish one telephony database that is managed by a restricted number of individuals to ensure compatibility with the operating system and LUCY. A number of issues have occurred when callers have been advised that certain numbers are not available as they have been deleted. All previous databases are still available to the switchboard operators and they will be advised to source the number accordingly. Where it is found that the individuals information is not available on the new database this is recorded and added within 24 hours or sooner if business critical.

Action 1: Continued listing by Switchboard operators of anomalies and subsequent rectification.

Action 2: Requirement for all staff to ensure their details are updated on a regular basis especially those on call.

Case Study

The following is an actual example of how a caller was dealt with and the outcomes that have now been put in place.

The sequence of events are as follows:

  • External GP called the UHND Switchboard;
  • Call was allocated to a UHND Switchboard operator;
  • Request paging the registrar;
  • Page was sent and caller placed into the automated system;
  • The paging recipient did not respond;
  • The user pressed 0 to return to the operator;
  • An operator at DMH was the first to pick up the call;
  • The caller asked for the registrar again, but the DMH operator did not realise the call had come from UHND;
  • The registrar at DMH was paged and responded;
  • Both parties realised they had been wrongly connected;
  • Called re-dialled UHND Switchboard and sought a ward based extension number.

What we have done to fix it.

  • Set the system to page people multiple times, on a similar timescale to the old system where they would have bounced back to switchboard;
  • Set the system to tell the caller that the recipient hasn’t responded and another page will be sent;
  • Set the system to return the caller to the original operator or site in the event of the caller pressing 0;
  • Asked the supplier to provide us with statistics for paging, so we can gain some understanding of the wait times and frequency of unanswered pages.

Note: when an external caller to a local switchboard (UHND or DMH) has exceeded a three minute wait they are automatically diverted to the next available operator who may happen to be in the other locality.

Additionally we now have the ability to place the GP Surgeries and other priority callers on a system whereby their calls will be placed at the top of the queue thus avoiding an extended wait period.

Conclusion

Overall, the introduction of the new operating system within the Trust has as a whole been managed in a professional manner with the majority of calls being dealt with accordingly.

However, although most eventualities were remedied prior to going live there were always going to be a number of ‘teething’ issues which only live operation could establish. These, once highlighted are being dealt with accordingly by the two main stakeholders; I. T. Department and Facilities in conjunction with the PFI provider at UHND whom man the site service.

The current actions which could aid the efficiency of the service can be summarised as follows:

  • Individual’s details – all Trust users need to ensure their personal details are kept up-to-date including where appropriate Trust mobile and bleep numbers.
  • Bleep etiquette – holders need to respond to bleep requests in a meaningful manner and when planned periods of non-availability occur ensure a deputy is appointed.
  • Telephony database – continued revision of the information held by operators.
  • LUCY – continued development of the voice recognition service to improve the usage rates and reduce call volume being directed to switchboard.
  • System adjustments – further modifications to the bleep sequence and instigation of priority caller list for external GP Surgeries.

Alison McCree

Director of Estates & Facilities

June 2016

(In conjunction with I.T. Department)