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Advances in low cost call recording drives huge uptake in healthcare sector

by OPEX Marketing Team, July 7th 2011

Advances in technology in recent years have meant that call recording is no longer limited to the larger private healthcare and insurance firms with access to vast technology budgets, resources and storage facilities. Thanks to the development of low cost, pay-as-you-go ‘hosted call recording’ solutions, smaller and mid-sized healthcare organisations are now reaping the benefits the technology has to offer.

According to Andy Mahoney, Healthcare Manager at OPEX Hosting - a provider of call recording solutions delivered via the web - “In the last year, we have seen a tremendous growth in the number of healthcare organisations who record their calls using hosted technology. The key driver for this has been cost which has been significantly reduced over the years. Furthermore, with contracts now available on a thirty day rolling agreement basis, the service can be quite literally switched on or off, making financial decisions a lot simpler. With recordings now accessed securely via the web and the N3 network, there is no need to purchase any equipment and these solutions are simple to use, requiring very little training.”

OPEX Hosting already provides call recording solutions to over 45% of the UK’s Out of Hours service providers and has deployed its hosted call recording technology to a number of ambulance trusts, PCT’s and GP surgeries. Regardless of the size of an organisation, whether calls are inbound or outbound or on a landline or mobile phone, hosted recording technology captures and plays back all of the calls and can be paid for on a pay-as-you-use basis.

Many other healthcare organisations, such as Care Homes for example, are now recording calls for dispute resolution, fact verification, staff monitoring and for achieving best practice. With care homes effectively being run as professional businesses, it is important that family members feel that their loved ones are being cared for in an environment which takes service levels seriously and that homes can actually provide supporting evidence to highlight the measures they are taking to address this.

According to Dr Julius Parker at East Berkshire Primary Care, an existing OPEX Hosting customer, “Call-recording is an essential part of providing telephone consultation and advice. Medico-legally, it is almost unthinkable to provide a large OOH service without recording calls for protection for patients and colleagues.”

Andy Mahoney concludes “We are planning to launch the very latest version of our hosted call recording technology at the Care Show in Birmingham and will be able to demonstrate very clearly how quickly and easily calls can be recorded and subsequently played back on a secure web portal for very little cost.”

Congratulations to John Teasdale of Camelot Care who won our Kindle competition at the Care Show event in Birmingham.