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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 - Contact Center Newsletter

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

Published: Wednesday, January 22, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide IVR

 
1.) 
Premium Listing
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.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.

5.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system

6.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

7.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

8.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 

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