Support
Think Healthcare understands the mission-critical nature of GP surgeries, PCNs, clusters, ICBs and health boards everyday operations, so we work with you to ensure there is no, or very limited, downtime when we deploy your new patient contact management system. We do not just send you the kit and expect you to get on with your own installation. You will be assigned a project manager, who will be your single point of contact throughout the solution delivery process, to ensure you enjoy a seamless migration from your legacy systems.
Once deployment is complete and you are happy with how your new solution it is working for you, your care will be handed over to our support team. They will be ready to deal with any issues, should they arise, to ensure you can continue to deliver excellent patient access and service. We will also keep in proactive and regular contact with you to make sure you do not have any further questions about the solution or need any advice on developing it further to meet your changing needs. You can rely on us.
Frequently asked questions
Is Think Healthcare cloud based and will it be affected by the analogue line switch off in 2025?
Yes Think Healthcare is cloud telephony and moving to the platform will mean you’re future proofed and not affected by the 2025 analogue switch-off.
Are you an approved NHS supplier?
Yes, we are one of the few suppliers on the NHS Digital Safe Supplier list for advanced GP cloud telephony, and are working closely with the NHS bodies across the UK on their plans for moving all practices to the cloud before the 2025 analogue switch-off.
How does your pricing work?
Whilst there are many similarities across GP surgeries we know that everyone is a little different. We like to have a quick chat and then give you a price based on what you need rather than making you pay for things that you don’t. We can be flexible to suit every scenario, and will give you a simple fixed price per month that includes everything combined (Inc calls) so there are never any surprises with your bills.
Can we work remotely with Think Healthcare?
Yes. Because ‘Think’ is cloud based you don’t have to be restricted to just desk based phones (Though we do supply these with the system because most surgeries still ask for a desk based phone while working in the practice). The system can use softphones and work with any mobile device, including an app that can be installed on mobile phones to allow clinical teams to make & receive calls while outside the practice in exactly the same way that they would within it.
Can we work collaboratively with other multi-disciplinary teams from the area and other practices?
Yes. We have a variety of features and functionality to help, ranging from simple time savers for loose collaborative working through to fully integrated setups for an entire PCN / Cluster. We design and build every system with you to fit your needs (& can then help you to adjust the system as your local requirements evolve!).
Do you integrate with our GP practice clinical system?
Yes, we are fully integrated with all major UK primary care clinical systems. Our integration is one of the most advanced in the industry and covers many more features beyond the standard of click-to-dial and identifying the correct patient when they call the surgery.
How safe & secure is your platform?
We take cyber security very seriously and work closely with the various NHS regulatory bodies across the UK to make sure we meet (& exceed) NHS required standards. We are accredited to all NHS requirements including: NHS Data Security & Protection Toolkit, Cyber Essentials, ISO27001, and DCB0129 for clinical safety.
How reliable is Think Healthcare?
Think Healthcare has an uptime of 99.999% which is the highest industry standard available. We have four cloud based UK data centres for maximum reliability. In the event of any issues within the surgery we have a full disaster recovery configuration including the ability to make and manage calls through your mobiles to keep the surgery running.
Does your solution slow down my clinical system?
No. Unlike many other solutions most of our customers opt for a dedicated connection for their phone system so that no bandwidth is taken away from their clinical system, and therefore not slowing it down. A dedicated connection maintains all local infrastructure speeds, improves reliability, guarantees call quality even at busy times, and keeps support simple… any issues, just call us!
Can we manage the system ourselves?
Yes, we give you full training on install on how to configure and adjust the system. Unlike some suppliers we don’t lock any key features down so you don’t have to call us to make any changes. Of course we’re always at the end of the phone if you need a hand with anything!
Not all our patients can manage menu systems easily, how do you cope with this?
One of our big focuses is on improving access inequalities in the NHS! Unlike many systems which just give a simple choice of having a menu or not, Think Healthcare has a fully configurable access system that can adapt to different patient groups automatically when they call the surgery. Run searches within your clinical system for key patient groups that need special consideration and you can have Think Healthcare adapt to them automatically. Examples from some of our customers include:
- Palliative care patients going to the front of the queue rather than waiting.
- Those groups who struggle with menu systems are routed straight to a receptionist.
- Emergency services can be diverted straight to an operator.