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7 objectives for delivering our Healthcare and Telecommunications Programme to General Practice.
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To deliver a better experience for patients and users. Our Programme allows, between the hours of 8am to 6.30pm , for patient calls to be pointed at our Clinical Call Centre. Here calls will be dealt with in the most appropriate way for the nature of the call.
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To improve the capacity, capability and efficiency of access into the health and social care systems. The model used allows cutting edge technology to manage patients' incoming telephone calls in the best selected way. At certain times of the day calls would be routed to the Clinical Call Centre and would be dealt with on the Practices behalf.
Calls can be split in various ways i.e. between patients who want to make an appointment or those seeking medical advice only.
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To improve and protect the health of the practices population with special attention to the needs of the poorest, and those with long-term conditions. The Programme allows all calls intended for the Practice outside Clinical Opening Hours to be pointed at our Call Centre for Clinical Triage. Here clinically trained staff will assess the patients' needs. In many call centres this work is currently undertaken by none clinical staff.
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To improve the service we provide on behalf of, General Practice and the public, nationally.
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To enhance the quality and safety of services for patients and users. We will continue to improve our services in all aspects when delivering the Programme. When working in partnership with General Practices we will undoubtedly deliver enhanced quality to them. From the information provided by the Incoming Call Reports (supplied as part of our telecommunication solution) Practices will be able to align staffing numbers accordingly. This will give patients greater access in line with the Department of Health guidelines while also giving savings against Practice staffing costs.
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To deliver cost effect alternatives across the telecommunications element of general practice whilst offering clinical telephone access and meeting associated needs during in hour periods (8am to 6.30pm Monday to Friday).
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To ensure that the company is capable, efficient and to cement our reputation as an organisation of quality that delivers good services and someone to do business with, whilst working in partnership. We can deliver all the above to General Practice, supplying part or a complete solution for Patient Access. This includes inbound call analysis. Receiving and answering patient calls at our Clinical Call Centre within the In Hours Period. |
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Triaging such calls with appropriate Clinical Advice. Half Day Cover, which includes Doctors Face to Face Consultations in a Primary Care Centre or at the Patient's Home. The cost of the above, in most cases, is partly covered by our Telecommunication Solution. This includes the supply of a 0845 number FREE OF CHARGE for each Practice. Reducing cost of line rental, outbound calls including mobiles and the supply and maintenance of telephone systems. Our solutions will offer savings of between 40p and 70p per head per annum of the Practices list population. E.g. a list size of 6,000 @ 40p per head = saving of £3600 per year.
