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News : More Callers Sent to A&E in Thames Valley by NHS 111 Helpline

#contactcenterworld

London, UK, Jan 20, 2020 -- The NHS 111 helpline in Thames Valley referred more callers to A&E in December, figures reveal.

The increase in both A&E referrals and the number of patients admitted to hospital across England shows the strain the NHS is under, the healthcare research group the Nuffield Trust says.

NHS England data shows the Thames Valley 111 line recommended 4,521 A&E visits in December – 17.6 per cent more than during the same month in 2018.

Of the calls assessed at the centre, 7.2 per cent ended with a referral to emergency departments – down from 7.4 per cent in December the previous year.

NHS 111 is a 24-hour helpline for patients seeking non-urgent medical help, which replaced NHS Direct and some GP out-of-hours services in 2014.

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Callers answer questions about their symptoms, asked by an adviser who can refer them to appropriate services for their condition.

Across England, more than 120,000 callers to the 111 helpline were referred to A&E in December – more than in any other month since records began in 2010.

Trips to emergency departments were the recommendation in 8.6 per cent of calls, the highest proportion for any December since 2010.

Sarah Scobie, deputy director of research at the Nuffield Trust, said the findings underlined the pressure on the NHS.

"Not only are there significant numbers of people turning up to A&E – more than 2.1 million people attended A&E in December - but more people than in previous years are also deemed ill enough to have to be admitted into hospital," she added.

"By far the most common service NHS 111 sends people to is general practice, but we know that this is another bit of the system that is under immense pressure.

"It is going to take time and money and, crucially, staff for this pressure to ease in the long run."

An ambulance was sent for 11.9per cent of the 62,600 calls assessed in Thames Valley in December, while advisers referred 61.2 per cent to primary care, such as GP surgeries, pharmacies and dentists.

A further 3.1 per cent were advised to rest at home.

An NHS spokesman said: "Like their colleagues in A&E, NHS 111 teams had their busiest month on record in December as the public’s trust in the service continues to grow, so it’s no surprise that more and more people with serious health needs are using it as their first port of call for advice.

"Three in 10 people who use the service would have gone to A&E for their urgent care needs had it not been available, so actually over the last 12 months it has spared 2.8 million unnecessary trips to hospital."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.readingchronicle.co.uk


About NHS:
Company LogoNHS Direct is a 24 hour health advice and information service provided by the National Health Service (NHS) in England. NHS Direct provides confidential access to medical information, guidance and reassurance through a range of interactive services. These include an expert telephone advice line and detailed web resources.
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Today's Tip of the Day - Headsets

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

Published: Wednesday, January 22, 2020

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2021 Buyers Guide Automated Call Distributors

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

2.) 
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InterDialog UCCS
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.

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Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
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(read more)
 

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