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How To Enter the 2020 Members' Choice Awards - For Vendors


News : National First for Region’s Officially ‘Outstanding’ 111 Service


Bristol, England, Nov 6, 2019 -- The NHS 111 South West service, which provides urgent health advice for Bristol, North Somerset, South Gloucestershire, Gloucestershire and Somerset has become the first 111 service in England to be rated overall ‘Outstanding’ by the Care Quality Commission.

The rating puts the service’s The Bristol contact centre, run by Care UK, is at the very top of the regulator’s quality ratings across England.

The Commission found that three of the five individual areas inspected to be ‘Outstanding’ – Safety, effectiveness and being well-led – and two other to be ‘Good’ – Responsiveness and being caring, contributing to the overall ‘Outstanding’ rating.

The CQC inspectors commented: "There was a strong focus on staff wellbeing. For example, implementation of resources to improve the working environment such as equipment, apps and a six week induction period in the foundation bay.

"The introduction of the foundation bay for new health advisors had improved staff competencies and job retention".

The inspectors proceeded to say: "The implementation of a safeguarding hub, accessible 24 hours a day, improved referrals for children and adults in need or at risk of abuse, increased referrals, improved non-clinical and clinical handovers, improved clinical availability during peak service demand and, crucially, ensured a follow-up for serious concerns to assure the service that action had been taken."

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Anthony Goodwin, Clinical Lead and Deputy Call Centre Manager at the NHS 111 South West service said: "We are an innovative group who share learnings and help support patients as best we can. We work closely with out-of-hours providers to ensure patients get the right referral first time".

He added: "However, the biggest thing for me is that the CQC inspectors saw the staff go the extra mile. We’re like a big family here and to be the first ‘Outstanding’ 111 service in England is a reflection of the consistently high standards of care and professionalism displayed by my colleagues every day."

Dr Lesley Ward, Local GP and Bristol, North Somerset and South Gloucestershire CCG clinical lead for urgent care, said: "Care UK has been instrumental in helping us to deliver a more joined up service to patients by transforming the current NHS 111 and GP out-of-hours services to have a single integrated service for the local population.

"To be the first 111 service in England to receive the ‘Outstanding’ rating is an exceptional achievement and a perfect example of how we’re working hard to shape better health for the people of Bristol, North Somerset and South Gloucestershire."

Patients can call 24 hours a day, 365 days a year, and calls are free from landlines and mobile phones. The NHS 111 service should be used if patients urgently need medical help or advice in a non-life-threatening situation. In an emergency, always dial 999.

Jim Easton, Chief Executive of Care UK Health Care, commented: "I hope patients and local residents are delighted to be able to celebrate a national first at our Bristol contact centre and I’d like to congratulate my colleagues at NHS 111 South West for this superb achievement.

"NHS 111 South West joins four other Care UK Healthcare services with ‘Outstanding’ ratings including Shepton Mallet NHS Treatment Centre, in Somerset, who were the first surgical hospital in England to receive an overall ‘Outstanding’ with a clean sweep of ‘Outstanding’ ratings in every element of the inspection grading.

"This latest assessment continues to emphasise our ongoing commitment to providing best in class, high-quality treatment to our patients".


Posted by Veronica Silva Cusi, news correspondent

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 - Promoting Your Brand

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

Published: Friday, November 8, 2019

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2020 Buyers Guide Speech Technology

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.
PH: +1 512-872-7565


Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151


Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
PH: 01442 458300

MattsenKumar LLC

SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
PH: +91 99026 10044

Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
PH: 412-621-9310


Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis

All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
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