Shannondoc
Locall 1850 212 999
Shannondoc is a co-operative set up by the General Practitioners in the mid-western area in partnership with the HSE Mid-Western Area. Its purpose is to provide enhanced out-of-hours service to patients, improved quality of life for doctors and preserve rural general practice. It operates in Clare, North Tipperary and County Limerick. Most doctors in these areas are members and the members and the service is provided to patients of these member doctors.
It is intended to deal with urgent situations that cannot wait for surgeries to open.
Operating Hours
Shannondoc operates each weekday from 6 p.m to 8 a.m the following morning. 24 hour cover is provided on Saturday, Sunday
and Public Holidays until 8 a.m the next working day. It has bases in Ennis, Ennistymon, Kilrush, Shannon, Nenagh, Roscrea, Thurles, Hospital and Newcastle West.
The Solution
A Mitel SX2000 is deployed as the call processing engine, ACD (Automatic Call Distribution) software is used to present the calls to the most appropriate available resource. A Mitel 6100 is used to deliver statistics on call handling and to ensure performance objectives are met.
Support
AMCert Ltd provide support to ensure that any problems that might arise can be quickly addressed.
Liam Cahalan (Operations Manager) remarked:
"Due to the nature of the service we provide, reliability is of paramount importance to us. This was a decisive factor in choosing a Mitel solution in the first place. Having Mitel's primary support partner in Eire on our doorstep is very reassuring particularly given the experience of AMCert with the Mitel equipment"
