St Wilfrid’s Hospice

The Background

St Wilfrid’s Hospice is an independent local charity that has been caring for and supporting people with life limiting illnesses for almost 30 years. At any one time, the Hospice is caring for at least 230 patients, in their own homes as well as in care homes and the local hospital.

The Challenge

The Hospice had been experiencing phone issues for some time and IT Manager, Laurence Duffell, was concerned that the problem was affecting vital dialogue with patients and their families.

Mr Duffell said: “Due to the nature of what we do, it is vital that people can contact St Wilfrid’s Hospice at all times, whether to seek help for themselves or to check on a loved one in our care, so having no way of getting in touch was a very serious problem.

“I did provide my work mobile number as an emergency point of call but, with some 100-200 calls each day, it was difficult to field this amount effectively.”

The Solution

Following a conversation about the issues with Darren Mitchell, Business Development Manager at Elite, which already provided the Hospice with its mobile phones, Mr Duffell was told there was a simple solution to the problem.

Mr Mitchell said: “I suggested that the Hospice may wish to consider site assurance. This popular business continuity service could be added to the Hospice’s existing ISDN line, on which we could build a cloud-based numbering solution. As such, in the event of disaster, people could dial a pre-arranged number and activate a call divert to a pre-defined call plan in the cloud.

“The solution would essentially keep the business running, receiving calls and helping signpost callers to the area of the Hospice they required.”

”Mr Duffell agreed that this would be a preferable solution for St Wilfrid’s Hospice, ensuring continuity of a vital service in a caring profession.

The Result

He said: “It made perfect sense and gave us the reassurance that we would have an always-on solution in case of an emergency. Should an outage occur, calls will re-route to this pre-arranged number and we can record a number of messages informing people about the problem, as well as signposting them to the area they want.

“A secondary benefit to the system is that we can also use it for marketing purposes for our fundraising team. Not only does it enable us to record marketing messages for callers ringing in, it also allows us to direct them to various mobile numbers if we should be organising a number of events at one time. “Elite advice has been invaluable throughout and we cannot thank Darren and the team enough.”

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