St-Joseph Family Medicine Clinic Family Health Clinic Recovers from Fire, Boosts Operations

Client Case Study: St-Joseph Family Medicine Clinic

Locations: Ottawa, Ontario
Industry: Healthcare
Client Base: 50,000+ patients composed of individuals and families from the greater Ottawa/Gatineau area
Why net2phone? Ring groups, Auto Attendant, Call Analytics in SONAR client portal

Company

St-Joseph Family Medicine Clinic is a family health organization with staff including 11+ physicians, an Allergist, a Dietician, 3 nurses, 2 telephone receptionists, and 8 support staff spread throughout 4 offices.

Goal

St-Joseph Family Medicine Clinic's main goal was to find a temporary and quickly implementable solution for a fire-affected business phone system.

Situation

In January 2014, the St-Joseph Family Medicine Clinic experienced one of the worst disasters a business can endure: fire. Facilities underwent a prolonged power outage and access to the site was restricted as the damage was assessed. Offices and phone lines were completely inaccessible. Patients had no means of contacting the clinic, and vice versa. Understanding that traditional solutions would not be quick enough, the company’s Network Administrator suggested they contact net2phone and inquire about VoIP services as a temporary solution to the crisis. Inbound and outbound communication with patients was crucial during this time of emergency.

Solution

net2phone was able to assess the clinic’s communications situation that same day. The clinic’s IT Coordinator was set up with a VoIP phone at her home and immediately began to place and receive calls from the office number to patients. The net2phone solution became a temporary crisis-management communication platform during the 10-day transition period while the facility was repaired. Once the site was determined safe and power restored, the St-Joseph Family Medicine Clinic opened its doors to staff and became once again operational. Crisis averted, the net2phone equipment was returned with many thanks and services were ended. But, the St-Joseph team was impressed with net2phone ’s responsiveness and support, and furthermore had come to depend on the abundance of new features that the net2phone solution offered. The IT Coordinator made a business case to management to transition to net2phone ’s business VoIP solution permanently. St-Joseph Family Medicine now uses 19 net2phone extensions to operate the clinic. The flexibility and functionality provided by net2phone ’s business VoIP solution is heads and shoulders above what the traditional phone system could offer. net2phone has also supported a clinic expansion to multiple locations across Ottawa.

"Our old phone system was very rigid. Once we had the equipment installed and features set up, it was very difficult to make changes to things like voicemail or our auto attendant. net2phone is entirely different. The system is so flexible and user-friendly, we are able to make changes whenever we need to and the support is always a quick call away.”

Julie Letellier
IT Coordinator
St-Joseph Family Medicine Clinic