Rydal mediComms – Horizon & iPECS

Rydal mediComms offers GP practices access to secure, scalable, and NHS integrated communications platforms. All solutions are powered by Gamma, a trusted provider of cloud telephony in the UK.

Rydal supports two distinct Gamma owned platforms:

• Horizon Contact Centre
• iPECS Contact Centre

This approach gives practices the flexibility to choose a solution that aligns with their size, technical environment, and operational workflows, all delivered through a single contract and service level agreement (SLA) with Rydal.

Rydal mediComms enables GP practices to manage patient communications efficiently across voice, webchat, and email. Gamma’s Horizon and iPECS contact centre platforms are both cloud-native and tailored for NHS environments.

• Horizon Contact Centre: An intuitive, multichannel platform with embedded clinical system integration, call routing tools, and live agent dashboards
• iPECS Contact Centre: Gamma’s advanced analytics and ACD platform offering more granular queue control and detailed reporting, especially suitable for multi-site or high demand practices

Both platforms support EMIS Web, SystmOne, and Vision.

Customisable auto-attendant with routing and scheduling

The main features include:

• call queuing with live updates and queue position announcements
• callback, voicemail to email, and hunt groups
• call recording (inbound/outbound/internal)
• agent tools: silent monitor, supervisor help, login/logout
• Teams and Outlook integration
• clinical integration with EMIS Web, Vision, and SystmOne across both platforms
• webchat and email queue management (Horizon)
• live dashboards and real-time/historical reporting
• optional post-call surveys

Both Gamma platforms are integrated with NHS clinical systems:

• EMIS Web, SystmOne, and Vision: Supported on both Horizon and iPECS
• integration delivered via Gamma certified APIs and/or middleware (for example Call Connect GP)
• screen pop for patient context, with multi contact match and click to dial
• real-time display of patient data during inbound calls
• fully compliant with NHS ASNFR and ISNFR non-functional requirements
• Clinical Safety Officer (CSO) sign off in place

Rydal provides structured onboarding and implementation for both platforms:

• kick off within 72 hours of order
• pre-install planning including call flows and queue setup
• engineer-led or remote deployment based on practice need
• equipment preconfigured and dispatched in advance
• training delivered via Teams or on site for all user types
• go-live support and system handover with documentation
• projects completed in 5–21 working days

Service availability will be 24 hours a day 5 days a week, 365 days a year supported by Rydal.

Helpdesk

Telephone number 01733 511116 or

Email [email protected]

Fault categories

• Priority 1: Critical failure -  less than 1 hour response
• Priority 2: Major disruption - less than 4 hours response
• Priority 3 – 4: Standard issues tracked to resolution
• SLAs include onboarding, moves and changes (MACs), and ongoing fault handling
• Escalation contacts and performance reviews built in
• Service delivered on Gamma’s national cloud infrastructure, managed by Rydal

Logging into iPECS ONE ACD and queues
iPECS ONE overview animation
iPECS analytics overview