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News : Northwick Park Hospital Uses Nurse-led Call Centre to Help Ease Pressure

#contactcenterworld

London, UK, Mar, 2023 - A special nurse-led call centre is helping ease pressure on hospital services at Northwick Park in Harrow.

Single Point of Access (SPA) is staffed by specialist nurses who take up to 70 calls a day advising GPs and hospital departments on where best to send patients for treatment and follow-up care.

The quick response service – all calls are answered within 25 rings – is heling ease pressure on A&E by redirecting up to 25 patients a day to the Same Day Emergency Care (SDEC).

SPA and SDEC work in tandem with the latter providing same day care for up to 25 medical pathways including anaemia, blood clots, Cellulitis and a variety of infections.

Patients are given an appointment, treated and allowed home the same day helping avoid admissions, reducing length of stay as well as managing patient flow through the hospital.

Jane Porter, Head of Nursing at Northwick Park, said: "The GPs like the service because they can get quickly get in touch with one of our advanced nurse practitioners who can advise on where best to send a patient.

"It’s more practical and responsive than the previous system of a single consultant answering all the calls."

SPA also takes electronic referrals from inside the hospital getting patients home faster by providing tests and follow-up appointments as well as arranging call outs to patients who are housebound via the short-term assessment and rehabilitation service.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://harrowonline.org


Today's Tip of the Day - Customers Wary Of Fraud Calls

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

Published: Monday, March 6, 2023

Printer Friendly Version Printer friendly version

2024 Buyers Guide Telecoms

 
1.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

2.) 
PRILINK

Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.

3.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
 

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