The Problem
St Luke’s Hospice in Sheffield provides palliative and end-of-life care to nearly 1,800 people each year, while also supporting their families and carers. With a legacy of compassionate service, the hospice relies on dependable communication systems to ensure seamless coordination across its teams. St Luke’s had been using an Avaya phone system for many years. As the system was discontinued and showing signs of age-related unreliability, the hospice needed a modern, future-proof solution that could support its growing needs and maintain high standards of care. Cost was also a key consideration, with the hospice seeking a solution that offered long-term value without compromising on quality or functionality.Results
The new system has significantly improved the way St Luke’s operates, and the team is delighted with the results. They now benefit from superior call quality across all devices, while the ICT team, trained by HBT Communications can confidently manage day-to-day operations. Staff enjoy a more intuitive user experience with real-time availability and the scalable infrastructure ensures the solution can evolve alongside the hospice’s future needs.The Solution
Having worked with St Luke’s for over a decade, HBT Communications recommended migrating to a cloud-based telephony solution. This would ensure:• Ongoing updates and feature enhancements
• Flexibility across handsets, desktop and mobile apps
• Improved reliability and scalability. Importantly, HBT’s pricing model is based on concurrent calls rather than per-user licensing, this offered a more cost-effective approach, allowing St Luke’s to maximise value while keeping operational costs manageable. The hospice chose HBT for the transition, citing our consistent, responsive support; an essential factor for any care environment. Key features included:
• Call recording and transcription
• Presence and status availability
• Rapid deployment: 200 users onboarded in just 3 days.
