Norwich & Central Norfolk Mind

The Background

Norwich & Central Norfolk Mind is a leading mental health charity in Norfolk and is affiliated to National Mind. It was established in 1966 by a group of people who wanted to greatly improve mental health care in Norfolk, by challenging the traditional large institutional model that was dominant at the time.

The group, led by the UK’s first female Psychiatric Social Worker, Cicely McCall, MBE, established the first group homes in the country.


The Challenge

Working in such a sensitive environment, it is vital that Norwich & Central Norfolk Mind provides an always on solution for people using their services, as well as for being contactable by concerned family and friends. As such, they needed a telecoms solution which would serve the premises, including a vital support line, open until midnight every day. They also needed to keep in contact with mobile/lone workers when out making home visits, for which they are reliant on mobile phones and tablet devices, enabling staff to quickly file online reports, rather than deal with unnecessary paperwork.

Andy Burton, Norwich & Central Norfolk Mind IT Manager, said: “When I came to work here I inherited multiple, disparate telecoms contracts from various suppliers.

“Not only was it confusing, it felt as though we didn’t have a joined up strategy and that every communication point was working in isolation, which was no good for a service like ours.”


The Solution

One of the providers which Andy inherited was Elite and he contacted them to see what they could provide in terms of an overall strategy. He said: “Right from the outset they were very helpful and took time to explain what the transfer process of lines and calls would involve, as well as offering information we hadn’t even thought of.”

All of Norwich & Central Norfolk Mind’s telecoms were transferred to Elite earlier this year (2016), making for a seamless communications service and peace of mind for both staff and those using their services.

Andy said: “Working in such a sensitive field, we need to know that any issues we have will be dealt with promptly, and that’s exactly what we get with our Elite account manager Darren Mitchell.

“We speak with him every 2/3 weeks when he puts in a call to check everything is working as it should and he is quick to let us know if he spots any anomalies on our account and even proposes ways that we can reduce our costs. “He comes out to visit us every few months, when we have a general chat about our needs and he comes back with a workable solution.

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