Revolutionizing Communications at Martins Rd Medical

Martins Road Medical Centre case study for Telefirm

By : John
June 23, 2016

Customer :
Martins Road Family Medical Practice
Solution Provider:
Telefirm Pty Ltd
Problem :
Existing phone system not meeting internal communication needs.

Solution/ Technology offered
Epabx (Electronic Private Automatic Branch Exchange), voice DISA-n-auto attendant, auto-redialling.

Martins Road Family Medical Practice has been providing comprehensive medical care for the local community in a convenient and affordable manner since 2007. The doctors at Martin Road Medical Center are dedicated to provide an exceptional level of care for all types of medical requirements. The practice is an AGPAL accredited general practice and communication between doctors as well as patients is very important for effective delivery of quality care. The management at Martins Road Family Medical Practice approached Telefirm Pty Ltd for a solution to implement effective internal epabx communication between doctors and staff.

About Martin Road Medical Centre
Martins Road Family Medical Practice is a proud provider of comprehensive medical care for the local community in a convenient and affordable manner since 2007. The staff at Martins Road Medical Center make every effort to accommodate patients’ preferred time and doctor. Emergencies are given a priority as well. The admin staff always try to attempt the patients if there is any unforeseen circumstance or the doctor is away. Longer consultation times are made available on request.

If patients require an interpreter service, the staff tries to arrange it with an advance notice. Martins Road Family Medical Practice is a bulk billing practice for all patients who have a current Medicare Card. The complete practice setup is committed to preventive care and reminder letters or SMSs are sent from time to time offering preventive health services appropriate to patients’ care. Doctors at the medical practice are not only well-qualified, but they also share a broad range of expertise and experience between them.

The general practitioners also specialise in skin cancer checks and skin cancer surgery is also conducted at the center. Martins Road Family Medical Practice comprise of a friendly team of full time nursing and reception staff led by a practice manager. They are fully capable to assist the doctors and help patients at any given situation. The nurses can assist with immunisations, health checks, chronic disease management, pap smears, blood tests, spirometry and wound management.


The experts at Telefirm conducted a round of discussions with Dr Sinhalage Aruna Abeyratne (Practice Principal) (MD, PGDPsy, DFM, DCH, MCGPSL, FRACGP) and offered Epabx solution with multi extensions and calling. Call transfer and call holding was also recommended. Choosing the right solution was an uphill task and required an in depth knowledge of the traffic pattern at the medical center. A private branch exchange (PBX) was created as an internal telephone exchange to serve the internal communication needs of the staff at the medical center.

Telefirm provided the best support and maintenance for PABX telephone system. The electronic private automatic branch exchange equipment which was installed made the day-to-day working at the medical center very simple and prompt. With an extensive experience in offering high quality PABX maintenance solutions to small, medium and large enterprises, the main aim was to ensure complete peace of mind for the staff at Martin Road Medical Center with limited downtime.

Results, Outcome & Benefits

Once the EPABX solution was implemented, both the internal and external needs of the medical center were met. The equipment chosen had the most advanced microprocessors to offer high speed data transfer. Whenever the patients were calling in at the medical center number, they could listen to automated responses to transfer them to the appropriate receptionist. If the receptionists were busy talking to other patients, or the phone was not picked up within 10 seconds, an automated response was played to lead the patients to leave a message and phone number to be called back. Some hotlines were also planned to seamlessly connect the practice manager with other team members to cut down on the dialling time. The conference facility enabled Dr. Sinhalage to discuss important matters with his team in his board room while being connected to vendors, other hospitals and specialists. The new epabx system tremendously helped in reducing pressure on receptionists, as they had more control over the conversations and communication was now seamless and easy.

About Telefirm
Telefirm is a leading telecommunication company in Australia providing high-end solutions to small and large enterprises. Being an authorised partner of Telstra, Telefirm offers all the types of services such as mobile, voice and internet. With years of experience in the industry, Telefirm has catered to the diverse needs of business enterprises, government and wholesale customers. Telefirm delivers tailored telephony solutions for businesses of all shapes and sizes.

Telefirm customers can enjoy the benefits of cheaper call costs when you choose us for PABX maintenance services. The experts are capable of covering all the aspects of PABX maintenance solutions. PABX maintenance services for uninterrupted communications Certified and highly trained technicians at Telefirm diagnose the problems and offer the best possible PABX maintenance solutions. Maintenance services are available 24 hours a day and 365 days a year. Contact Telefirm at 1300 720 520 if you’re looking for PABX maintenance services and our experts will be glad to assist you.

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