The Challenge
As Ankle and Sole Podiatry expanded from a single practitioner to a multi-site operation, their communication infrastructure failed to scale accordingly. The practice was operating with a fundamental but increasingly problematic setup: a single mobile phone that served as the primary business contact number.
This arrangement created several significant operational challenges:
Disrupted Patient Consultations - Andrew Saunderson, the principal podiatrist, was frequently interrupted during patient consultations to answer incoming calls. This not only disrupted the quality of care but also created an unprofessional patient experience during in-person appointments. The constant need to switch attention between present patients and phone calls diminished the practice's ability to provide focused care.
Inefficient Call Management - The physical phone needed to be manually passed between staff members, creating a cumbersome process for handling calls. During busy periods, this system became completely unmanageable, with calls going unanswered if the phone was with someone who was already engaged.
Limited Scalability - As the practice added its second location, the limitations of this communication approach became even more apparent. Staff at different sites had no unified way to handle incoming calls, resulting in fragmented patient communication experiences depending on which location they were trying to reach.
Lack of Professional Presence - The single mobile number approach projected an unprofessional image that didn't align with the practice's otherwise high standards. There was no ability to provide a consistent greeting, call queuing, or after-hours information to callers.
Absence of Analytics - With no system to track call volumes, peak calling periods, or missed calls, the practice lacked visibility into their communication patterns. This made it impossible to optimize staffing or identify potential lost business opportunities from missed calls.
Andrew recognized that this increasingly unworkable situation could potentially impact both the practice's reputation and its ability to efficiently book new appointments. He needed a solution that would provide the professionalism of a larger practice while maintaining the personalised care of a specialist provider.
The Solution
After a comprehensive assessment of Ankle and Sole Podiatry's communication needs, Microsolve recommended implementing their cloud-based PABX solution - mHosted:Telephony. With over 30 years of IT experience in Australia since their establishment in 1992, Microsolve designed a communication system that would address the practice's specific challenges while providing room for future growth.
Technical Infrastructure Assessment
The implementation began with a thorough evaluation of the existing network infrastructure at both practice locations. Microsolve's certified engineers, leveraging partnerships with industry leaders like Cisco, AWS and Microsoft, conducted a comprehensive audit that included:
- Internet connectivity assessment to ensure sufficient bandwidth and reliability for VoIP communications
- Network firewall capability and configuration evaluation to support the operation of VoIP handsets
- WiFi coverage analysis to enable mobile application functionality throughout both practice locations
Cloud PABX Implementation
Based on this assessment, Microsolve deployed a customised mHosted:Telephony solution with several key components:
Unified Business Number with Professional Greeting
The solution established a single professional business number that replaced the personal mobile phone. This number was configured with a custom welcome message that provides a consistent, professional first impression to callers and included options for urgent queries, appointment scheduling, time of day call scheduling and access to voicemail for non-urgent enquiries.
Intelligent Call Queue System
Rather than calls going directly to a single device, the solution implemented a sophisticated call queue that:
- Greets callers professionally
- Provides estimated wait times during busy periods
- Plays informative messages and appropriate music while on hold
- Routed calls efficiently to available staff members
Mobile Application Integration
Critical to the solution was the deployment of a user-friendly cloud PBX mobile application that allowed staff to:
- Answer calls from anywhere within the practice (or even remotely)
- Transfer calls between team members without physical handover
- Access call history to reference previous patient conversations
Implementation Process
Microsolve employed its proven implementation methodology, developed through years of serving Australian SMEs, to ensure minimal disruption to the practice:
- Pre-deployment Planning: Comprehensive documentation of call flows and user requirements before any technical changes
- Phased Implementation: The system was implemented outside of business hours to prevent interruption to patient care
- Staff Training: Customized training sessions for administrative staff and practitioners on using the mobile application and call management features
- Parallel Operation: Brief overlap period where both systems operated simultaneously to ensure seamless transition
- Ongoing Support: Australian-based support team available seven days a week to address any questions or configuration changes
Seamless Integration with Existing Workflows
Recognising the importance of maintaining established workflows within the medical practice, Microsolve ensured the cloud PABX solution integrated smoothly with the practice's existing processes:
- Call forwarding protocols were established for after-hours emergency calls
- Welcome message scheduling was aligned with practice operating hours
- Call routing preferences were customized based on staff responsibilities and availability
The Results
The solution has transformed what was a significant operational liability into a strategic asset, enabling Ankle and Sole Podiatry to maintain the personalised care of a specialist provider while projecting the professional communication capabilities of a much larger organization.
By leveraging Microsolve's 30+ years of experience in providing IT solutions to Australian businesses, and their partnerships with industry leaders like Microsoft, AWS, and Cisco, Ankle and Sole Podiatry established a communication foundation that not only solved their immediate challenges but positioned them for continued growth and exceptional patient service in the future.
