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News : New Call Centre to Support Non-emergency Healthcare Needs

#contactcenterworld, @nhs24

Dundee, Scotland, Jan, 2022 -- A new NHS 24 call centre has opened in Dundee - allowing the service to help more people and further alleviate pressures on the rest of NHS and social care.

Funded by the Scottish Government, the new Dundee premises will help facilitate the increase in demand for the NHS 24 service which has been generated by the redesign of urgent care. This means that in non-life threatening situations, people should contact NHS 24 before attending Accident and Emergency or a Minor Injuries Unit.

With the demand from those becoming unwell with COVID-19, this has seen the 111 number move from an out-of-hours number to a round-the-clock service.

Around 140 staff will be in post in Dundee by the end of March, including call handlers, nurses, psychological mental health practitioners and mental health nurses.

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Visiting the new centre, Mr Yousaf said:

"We are experiencing the toughest winter our health and social care system has ever faced. With the current system pressures, and the ongoing impact of the pandemic, the role of NHS24 in giving support and advice to people who need it has never been more vital.

"I am extremely grateful for the contribution that NHS 24 staff have made during the pandemic, and particularly during these difficult winter months. I would urge everyone to make use of these services, by calling 111 or visiting NHS Inform when needed. Highly trained staff will be happy to give advice and direct you to the best place if you need treatment.

"This new call centre facility in Dundee will allow NHS 24 to further expand their capacity – helping more people and better managing capacity throughout the rest of the healthcare system.

"To help make this possible the Scottish Government has invested more than £20 million additional funding for NHS 24 this year for extra recruitment, and this new facility. All of this builds on the work undertaken as part of our £300 million investment in health and care services as part of our winter preparations."

NHS 24 Chief Executive Jim Miller said: "NHS 24 has played a crucial role in Scotland’s response to the pandemic and our expansion in Dundee will ensure we are enable to continue to provide high quality, safe and effective care to public in the months and years ahead.

"Call handlers, nurses, psychological mental health practitioners and mental health nurses are already working in this key contact centre delivering care. I expect it to be at full capacity by the end of March."

Background

The NHS 24 111 service provides urgent-care telephone advice day or night if you think you need A&E but it is not life threatening, as well as support when GP practices or dentist are closed. Mental health support is provided 24/7 via the Mental Health Hub and through Breathing Space at evenings and weekends and help and advice can also be found at NHS inform

NHS 24 received 182,000 calls during December.

Over the Hogmanay weekend almost 50,000 calls were received and the busiest day was Monday 3 January with 15,303 calls – the highest daily total for 11 years

#contactcenterworld, @nhs24

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.gov.scot


About NHS24:
Company LogoNHS 24 is the name of a confidential health advice and information service provided by NHS Scotland. It is the equivalent to the NHS Direct scheme in England and NHS Direct Wales, allowing people who feel unwell or those caring for them to obtain advice if it is not convenient or possible to wait until they can visit their General Practitioner when the practice is next open. It is not intended as a substitute for obtaining an emergency ambulance service via 999.
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Today's Tip of the Day - Attention To Detail

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

Published: Monday, January 17, 2022

Printer Friendly Version Printer friendly version

2022 Buyers Guide SaaS Solutions

 
1.) 
CrankWheel

CrankWheel Screen Sharing
CrankWheel is an easy and simple screen sharing solution, made for the needs of salespeople and customer service agents.

CrankWheel complements voice calls by adding visuals to ongoing calls. There is no need to get the customer off the phone, onto another platform.

Agents share their screens by directing clients to a link that can be sent via SMS, email or simply spelled out.

The client can enter on any device, mobile, desktop or tablet and enters the session instantly. There is no registration or download required by the client.

Features:
- Screen sharing
- Agents can hand control over to the client
- Warm lead capture widget that alerts the sales team instantly of an intere...
(read more)

2.) 
enthu.ai

We help you automate your QA program using artificial intelligence. Why just listen to 6 calls when you can listen to 100% of your calls that too without adding any additional resources.

We empower QAs to get to the right calls, find coaching and training opportunities and improve overall Customer experience.
 

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