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How a 6-surgery Birmingham dental practice upgraded to full fibre broadband, VoIP and failover — eliminating EMIS outages and missed bookings.
Client
Private Dental Practice · Birmingham City Centre · 6 surgeries · 14 staff · NHS and private patients
The practice ran on a copper-based FTTC broadband connection and an ageing BT ISDN phone system. The EMIS patient record system crashed or slowed during peak usage hours, creating clinical delays and staff frustration. The phone system had no auto-attendant — staff had to leave clinical tasks to answer every call. Monthly telecoms costs were £310, covering ISDN line rental, call charges and broadband separately from two different providers. When the broadband developed a fault in January 2024, the practice effectively shut down clinically for half a day — EMIS was inaccessible, card machines stopped processing and the phone system failed.
Telexico replaced the FTTC broadband with a 500Mbps full fibre (FTTP) connection and added Assure X 4G failover alongside it. Simultaneously, the BT ISDN system was migrated to Telexico hosted VoIP with an auto-attendant, professional call queuing for the morning appointment rush, CQC-compliant call recording and direct integration with the practice management team's mobile devices. The existing NHS and private phone numbers were ported — patients kept calling the same numbers throughout. All three services — broadband, failover and VoIP — are on one monthly invoice.
In the 18 months since installation, the practice has experienced zero EMIS outages. Assure X failover has activated twice during Openreach maintenance windows — both times automatically and invisibly to staff and patients. Clinical productivity on EMIS improved immediately as the full fibre connection eliminated the latency and congestion issues on the old copper line. The auto-attendant handles the morning appointment rush without staff leaving clinical tasks. The practice manager estimates an additional 31% of previously missed booking calls are now captured by the auto-attendant and voicemail-to-email system. Total monthly telecoms cost: £149 — a 52% reduction.
"The difference is remarkable. Staff used to dread Monday mornings because the phones never stopped and EMIS crawled. Now the auto-attendant handles the call queue and the system is rock solid. We actually pay less than we did for our old inferior setup."
— Practice Manager, Birmingham Dental Practice
Yes — Telexico's call recording is GDPR-compliant with encrypted storage, access controls and configurable retention periods. We provide documentation suitable for CQC inspection evidence.
Yes — EMIS and other cloud-based dental practice management systems perform significantly better on full fibre FTTP broadband vs FTTC copper. Lower latency and consistent speeds eliminate the slowdowns common on copper-based connections.
Assure X activates within 60 seconds. EMIS, card machines, VoIP phones and booking system access all continue working normally on the 4G/5G backup connection.
Telexico completes most dental practice VoIP migrations within 48 hours. NHS and private numbers are ported in 7–14 working days — temporary numbers ensure no service gap during the port.
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