Now, we can make changes internally ourselves. For instance, at the very beginning, we built and deployed a special service that helped keep 15 patients out of the hospital on day one. That level of responsiveness just wasn’t possible before. Q How is the new system supporting your long-term digital goals? GA: This product wasn’t just about replacing a telephony system; it’s truly become the foundation for our broader digital transformation. We started with voice, but now we’re looking to bring in other channels like SMS, email and even social media, all within the same platform. At the same time, we’re very mindful that not all our patients are comfortable with digital tools. We need to balance innovation with accessibility. With RingCX, we can expand capabilities without forcing change on patients who aren’t ready for it. We also no longer have to rely on a supplier to do everything for us. We can adapt and optimise in real time, and that’s changed how we think about what’s possible with technology in a healthcare setting. n
or from home, which gave us incredible flexibility without sacrificing performance or availability. Q What impact has the new system had so far? GA: Over a year on, the positive results are clear. We’ve seen a 30% reduction in call wait times, which is a significant improvement for patient experience. Operational visibility has also doubled, giving us far greater insight into how the service is performing and where we can make improvements. One of the biggest advantages is our ability to manage the system internally. Previously, even small changes would require an external service request and then a long wait, sometimes months.
We started with voice, but now we’re looking to bring in other channels like SMS, email and even social media,
all within the same platform.
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