Case Study: Lake Road Practice improves patient access and staff collaboration with Daisy Group's SIP trunking and VPN

Flexible Communications Improving Patient-Practice Interaction

Lake Road Practice, a Portsmouth surgery serving 18,000 patients across two sites, was struggling with a limited PBX that left callers hearing engaged tones during peak times and made it hard for patients to book appointments as the practice expanded. To address this, the practice engaged Daisy to modernize its telephony using SIP trunking and SIP-enabled Avaya handsets.

Daisy implemented SIP trunking, migrated to SIP-enabled Avaya handsets, replaced the premium 084 number with a local area code, and built a VPN link between Lake Road Practice and John Pounds Surgery, adding auto-attendant, call queuing and call recording. As a result, Daisy’s solution removed engaged-tone bottlenecks, improved patient feedback and inter-site collaboration, gave staff call-recording protection and performance monitoring, and supported the practice’s growth to 18,000 patients.

Lake Road Practice

Tom Micklewright

Managing Partner