HEALTHCARE PHONE SYSTEMS
Healthcare providers need reliable, professional telecommunications to ensure patients, GPs and clinical teams can connect quickly and efficiently. Missed calls can mean missed appointments, missed referrals and missed important clinical enquiries.
Metrocom provides tailored telecommunications solutions for specialist clinics and medical practices, helping manage high call volumes, streamline reception workflows and ensure calls reach the right person.
Solutions include Auto Attendant, call queues, patient callback, priority referral handling, voicemail-to-email, SMS communications, call recording and transcription and e-fax, with options to integrate with compatible practice management systems such as Medtech Evolution, Gensolve, Profile and Cliniko.
Designed around the demands of modern healthcare environments. Metrocom solutions support multi-site and remote working, mobile and softphone access, telehealth, secure encrypted communications and the ability for a clinic to maintain critical operations and deliver services during unexpected disruptions.
Cloud-based and on-premise options can be configured to meet specific security, data and infrastructure requirements, including New Zealand hosting options (your data can be stored locally within New Zealand borders to meet local privacy and legal rules).
With call analytics, internet failover, automatic call diversion and scalable Cloud PBX technology, practices can maintain reliable patient access, improve operational efficiency and expand their telecommunications as their team and services grow.
Requirements and Solutions
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Never Miss a Patient Call
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A professional Auto Attendant (IVR) provides clear menu options, while call queues, queue announcements and callback options manage busy periods. Calls can overflow to additional reception staff or an answering service, with voicemail-to-email/text and missed-call notifications helping ensure follow-up is not overlooked.
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Professional Call Handling & Patient Experience
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Custom greetings, Auto Attendant menus, call queues and on-hold music or messaging create a consistent caller experience. On-hold messaging can also communicate clinic hours, appointment information and relevant updates.
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Efficient Reception & Call Management
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A reception console provides centralised control of incoming calls. Presence status, busy lamp fields, team call pickup, shared voicemail and ring groups help direct calls efficiently, while direct lines and extensions can be assigned to individual specialists or departments.
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Scalable Cloud-Based Telecommunications
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A Cloud PBX/VoIP system provides flexible user and extension management without significant infrastructure changes. Additional sites, specialists, mobile users and features can be added as requirements evolve, while on-premise solutions remain available where preferred.
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Referral & GP Priority Management
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Dedicated referral numbers, GP priority queues, shared departmental numbers and dedicated hunt groups can help separate referral calls from general enquiries. Call recording and AI transcription can also assist with documentation where appropriate.
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Multi-Location & Remote Working
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Extension mobility, mobile integration and softphones allow staff to answer clinic calls from different locations. Calls can be answered on mobile devices while maintaining the clinic's caller ID, with shared receptionist functions operating across multiple sites.
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Practice Management & Patient System Integration
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Where supported, telephony can integrate with platforms such as Medtech Evolution, Gensolve, Profile and Cliniko. Features may include screen pop, click-to-call, call logging and access to relevant appointment information.
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Appointment & Patient Communication
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SMS appointment reminders and confirmations, missed-call notifications and online booking functionality can help streamline patient communication. SMS can also be used for appointment changes, updates and other non-urgent communications.
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After-Hours & On-Call Management
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Time-based Routing automatically changes call handling for business hours, weekends and public holidays. Calls can be redirected to on-call specialists, nurses or mobile devices, with emergency bypass options providing direct access to designated staff. Handle calls easily during impromptu meetings or power cuts.
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Voicemail & Message Management
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Voicemail-to-email/text can transcribe messages and send them to authorised staff or shared team inboxes. Shared voicemail boxes can also be established for referrals, administration, billing and other departments.
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Privacy, Security & Call Recording
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A secure cloud telephony platform can incorporate encrypted voice traffic, access controls, audit trails and configurable call-recording permissions. Recording and transcription access can be restricted to authorised users and configured around the clinic's privacy and consent requirements.
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New Zealand Data Storage Options
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Cloud infrastructure options can include Microsoft Azure in New Zealand, with AWS, Google and DigitalOcean infrastructure in Sydney also available. On-premise solutions can be provided where specific infrastructure or data-control requirements apply.
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Call Recording & Transcription
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Calls can be securely recorded, stored and transcribed, with access restricted to authorised users. Where supported, transcripts can be delivered to nominated email addresses or integrated systems.
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Business Continuity & Disaster Recovery
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Cloud-hosted PBX, internet failover and automatic call diversion can redirect calls to mobiles or alternative locations if the primary system becomes unavailable. Disaster-recovery and power-outage contingencies help maintain patient access during disruptions.
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Call Analytics & Performance Monitoring
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Call reporting dashboards provide information on call volumes, missed and abandoned calls, peak calling periods, average wait and response times. This can identify staffing requirements and periods where additional call-handling capacity may be required. Live & scheduled reporting also available.
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Telehealth & Multi-Channel Communication
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Video calling for telehealth consultations, SMS and web/chat options can be integrated where appropriate, creating a flexible communication environment while maintaining telephone communication as a primary channel where required.
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Reliable & Professional Clinic Hardware
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Metrocom can provide professional deskphones, cordless handsets and PC-based softphones, with noise-cancelling headsets particularly suited to busy reception environments where clear communication is essential.
Recommended Healthcare and Specialist Solutions to be integrated into one platform.
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Flexible, scalable and suitable for multi-location practices.
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For centralised call handling and visibility.
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Answer clinic calls from anywhere .
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For clear, consistent patient call handling.
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To reduce abandoned and frustrated patient calls.
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To ensure referral calls reach the right team efficiently.
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Valuable documentation resource for checking patient history.
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Increase efficiency and productivity. Recognise patients on incoming calls and update records automatically. Medtech Evolution, Gensolve, Profile and Cliniko and more are supported.
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Improves patient communication and reduces reception workload.
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Monitors missed calls, abandoned calls, wait times and peak periods. Supports live and scheduled reporting.
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Ensures important messages are not overlooked.
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Automatically direct calls to the appropriate person.
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Maintains patient access during outages.
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With appropriate access controls, recording controls and New Zealand data-storage options.
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To support video consultations and evolving patient communication needs
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Reliable equipment for reception and clinical staff.