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Case Study: Greater Glasgow and Clyde NHS Board

NHS Greater Glasgow and Clyde (NHSGGC) is a NHS Board in West central Scotland that is responsible for the strategic planning of health services and development of improvement measures for the Greater Glasgow and Clyde communities. Covering a population of over one million people, NHSGGC is headquartered in Glasgow and employs over 3,500 staff.

Operating on Nortel Meridian platforms, each hospital within NHSGGC is responsible for answering and managing its own calls. Switchboard operators at each location employed their own methods for call handling, and in many cases used a manual paper-based system. The systems were prone to errors, and the connection times were relatively slow.

The NHS Board sought a platform that offered efficient call transfer and management to deliver improved customer service. NHSGGC turned to Cable and Wireless, a Datapulse partner, to deploy Datapulse Operator Consoles. All hospital sites within the NHS Board deployed Datapulse’s Intuition 1000 Operator Consoles on their Nortel Meridian IP-PBXs.

“In a busy environment such as a hospital switchboard, the stress on switchboard operators has been greatly reduced once they were using Datapulse Intuition consoles and has improved the whole communications process. Operators have also stopped using paper to the extent that one hospital has gone completely paperless.”

– Karen McSweeney, Telecoms Manager, NHSGGC

To further enhance productivity and efficiency and to maintain the accuracy of employee information and numbers, NHSGGC also took the decision to implement the Datapulse online web directory called Total Info. Total Info is a company-wide corporate directory which allows users to search and view contact information about employees via their web-browser. The directory allows contact information to be stored and retrieved quickly and easily while reducing administration time and the cost of maintaining contact information.

” Datapulse has given us robust fit for purpose platforms that has streamlined our voice operation and created an improved environment for our operators which will feature in NHSGGC move to an IP platform over the next two years.”

– Karen McSweeney, Telecoms Manager, NHSGGC

View the complete Greater Glasgow and Clyde NHS Board case study to learn how the Board benefited from the robust features of Datapulse solutions.

Published in call handling Datapulse Nortel operator console