Case Study: City View Medical Practice improves patient response times with Redcentric

City View Medical Practice - Customer Case Study

City View Medical Practice, the largest site within South and East Leeds General Practice, serves around 15,000 patients in Beeston and faced intense demand from a community with higher-than-average deprivation and complex needs. To improve access and manage heavy call volumes, the practice turned to Redcentric’s hosted telephony and call recording services.

Redcentric implemented hosted telephony with role-based licences, call analytics, dashboards, and recording to give staff more flexibility and better visibility of demand. The results included a 10.8% increase in answered calls, 21.9% fewer abandoned calls, and a patient wait time 2m31s shorter than average, while answer times improved to 3m33s.

City View Medical Practice