Adelaide Hip and Knee Centre

The problem

Adelaide Hip & Knee Centre is a specialist orthopaedic practice with a strong reliance on timely and accurate phone communication between patients, administration staff, and doctors. The practice is dedicated to disorders of the hip and knee and operates from Wakefield Street in Adelaide, with surgeons consulting across multiple locations.

Prior to moving to Caznet, their phone system was unreliable and did not accommodate the complex call flows required by the practice. This was particularly important for after-hours diversion to on-call doctors, as well as routing calls appropriately when individual doctors were working remotely.

The practice needed a modern phone system that could reliably handle these scenarios while giving staff more control over day-to-day call routing.

What we did

Caznet supplied and deployed a new hosted business phone system, including the required handset hardware.

The call flow configuration was rebuilt to suit the operational needs of the practice, including after-hours diversion to on-call doctors and flexible routing for individual doctors when working remotely.

The system was designed so authorised staff can log in and make changes themselves — including updating the current on-call diversion number and redirecting individual doctors' call flows to mobile services when required.

This provided a more reliable and much more flexible communications platform without the limitations of the previous system.

The result

Adelaide Hip & Knee Centre now operates on a reliable hosted phone system built around the way the practice actually works.

Critical calls are routed correctly after hours, on-call arrangements can be updated quickly by staff, and doctors working remotely can still receive calls as needed.

The improved flexibility and reliability have streamlined communications for the practice and created a better experience for both staff and patients.