Skip to main content
The Website Services team at NHS England are testing early designs to understand how you find information. Your views will help us check our ideas work. Sign up to take part in our user research.

RHM Telecom

RHM Telecom – Horizon Contact is an assured supplier available from the Advanced Telephony Better Purchasing framework (BPf).

Page contents

RHM Telecom

  • established in 1992 providing a wealth of experience
  • privately owned so accountable to our clients
  • helpdesk available 08:00 am – 9.00 pm  x 7 days a week (excluding bank holidays)
  • personal service with speedy responses to change management

Solution description

  • Gamma Horizon Cloud Telephony
  • Gamma Horizon Contact
  • Gamma Contact Care Connect  

Main benefits to practice and service users

  • can operate seamlessly across multiple sites to fully utilise resources
  • can set up advanced call queue management for peak times
  • can interface with clinical systems to save time
  • can record calls for staff coaching and complaint management
  • can report on call handling performance for transparency and development

Features

Features include
  • queue up to 100 calls simultaneously
  • offer position in queue announcements
  • offer patients the option to book a call back whilst in the queue
  •  offer patients the option for a call back when they reach the end of the queue
  •  call recording with storage options from 1 – 84 months
  •  call reporting with options for live wallboards and historical reporting both ad hoc and scheduled
  •  option to interface to EMIS or SystmOne

Interoperability

Can interface with EMIS to display the patient record if the inbound number is presented by the caller.

Can outbound call a patient from within EMIS to save time.

Can interface with SystmOne to display the patient record if the inbound number is presented by the caller.

Can outbound call a patient from within SystmOne to save time.

Implementation

Face to face or Teams data capture workshop with IT and operational staff

  • map out call flows on a VISEO diagram
  • confirm roll out plan with surgery
  • user training delivered on site via RHM engineers for hardware
  • user training for reception staff web client via Teams
  • admin training for IT and/or management via Teams

Service level agreements

Service availability of RHM Helpdesk 08:00 am  – 9.00 pm x 7 days excluding bank holidays.

Customer service details – 0345 33 77 373, [email protected], [email protected]

Service levels – working hours

  • priority 1 faults 1 hour response, 4 hour fix
  • change requests 4 hour response, 8 hour completion for remote

Last edited: 10 September 2026 3:12 pm