Independent Practitioner Network

Case Study

IPN invests in communications technology to streamline processes and improve customer service.

Independent Practitioner Network (IPN) is a premium operator of medical centres in Australia and provides over nine and a half million patient consultations each year. The IPN membership includes more than 200 multidisciplinary medical practices that provide General Practice (GP) services as well as onsite healthcare services including pathology, pharmacy and physiotherapy.

Challenge

IPN first approached Surecom in early 2006 because their practices were operating disparate telephone systems which they wanted to standardise. They also wanted a solution that would enable them to better monitor and manage call flows.

Solution

Surecom designed and implemented a bespoke solution for IPN that uses the Avaya IP Office telephone system and Surecom’s PM.Net software to monitor call traffic.  Surecom’s team of technicians and communications consultants provide ongoing support and maintenance for the solution ensuring the smooth running of the communications technology whilst enabling IPN staff to focus on their primary business activity – providing top quality care to their patients.

Benefits to Independent Practitioner Network

Independent Practitioner Network staff now move from site to site knowing they will be able to use the standardised solution – this has eliminated the need for costly retraining.  The medical centres have also improved their customer service by leveraging the reporting capabilities of PM.Net to better meet call demand.  Practice Managers are better able to manage staff rostering based on the information that is available on call flows.

Looking to the future, IPN will be able to merge new technologies, such as VoIP. Plus, as new medical centres open, thanks to Surecom’s solution, IPN can implement the standardised systems and processes with ease.

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