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News : MDU Offers Wellbeing Helpline for GP Practices

#contactcenterworld

London, England, June 27, 2019 -- The Medical Defence Union (MDU) is coming to the aid of stressed out GP practice teams with the launch of a free employee assistance helpline for members of its practice group scheme.

With GPs and practice staff being susceptible to burnout and poor wellbeing because of the intense pressure from increasing workloads, the MDU has negotiated access to a free confidential helpline to support the whole team with issues in their personal or work life.

Following the introduction of state indemnity for GP practices in England and Wales, the MDU has announced new benefits for its GROUPCARE practices. When all GPs in the practice are MDU members, the team will have access to the employee assistance helpline - this benefit applies across the UK. For practices in England and Wales a 10% saving on the usual MDU subscription for NHS work undertaken by members of the practice team is also available. This is in addition to other exclusive benefits.


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Dr Michael Devlin, head of professional standards and liaison, said:

'Research has shown that GPs are susceptible to burnout and would benefit from a healthier working environment. Creating this environment can be challenging and one thing the researchers suggest is fostering a mutually supportive team structure, for example through mentoring and communal breaks. But it may also be beneficial to speak to a third party confidentially about issues. This is why we are offering a support helpline to qualifying GROUPCARE practices. We hope it will be a valuable benefit.'

The confidential helpline, provided by Peninsula Business Services Ltd, can provide information and support on areas including:

legal information services
debt and financial information
family advice on topics such as childcare and eldercare.

The MDU's GROUPCARE scheme is open to practices where at least half the GPs (partners or salaried doctors) are members. However where all GPs in a practice are members, they can unlock the full range of benefits.

Other benefits include free membership for practice managers, employment law and health and safety advice lines, free practice seminars on medico-legal topics and support from a team of dedicated local GP liaison managers.

Dr Devlin continued: 'It's worth remembering that state-backed indemnity only provides indemnity for clinical negligence claims arising from primary care work under a relevant NHS England or Wales contract. MDU members still need our expert guidance with issues such as complaints handling, coroners' inquests, criminal and GMC investigations and dealing with the media. In addition, the state scheme will not cover claims arising from common practice activities such as providing private medical reports and certificates and paid-for travel vaccinations.'

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.themdu.com


Today's Tip of the Day - Choose Your Response Method Carefully

Read today's tip or listen to it on podcast.

Published: Friday, June 28, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Knowledge Management

 
1.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

3.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

4.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

5.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

6.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

7.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

8.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.

9.) 
Synthetix

Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
 

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