Case Study One

A private doctors visiting service came to us for assistance. They were only operating a 9 – 5 operation and wanted to extend their cover to patients seeking a visit from a private doctors service outside of normal hours. They were also getting busier during office hours and wanted a service to handle the calls that they were just too busy to take.

UK Call Centre set up two services to help.
The first taking overflow calls from the main office and e-mailing messages back to reception, highlighting any that were of a particularly urgent nature or in need of an immediate home visit. This allowed them to prioritise during the day and deal with patient enquiries more efficiently.

The second service dealt with the calls outside of their normal working week. Providing a number their phone system could divert to UK Call Centre set up a process that;

• Deals with the patient’s query and request
• Quotes price and accepts credit card details
• Speaks to the doctor on rota and passes the details
• Manages the patients expectations and quotes estimated arrival times
• Takes diagnosis and treatment details
• Charges the credit card
• Passes the information back to the office

Case Study Two

A surgery was struggling to find reception cover for meetings and margin periods where they were required to provide access to GP services but the PCT and surgery were both closed.
UK Call Centre provided them with a number allowing them to divert their surgery phone through to our call answering service. A rota was set up for GP cover and messages from patients in need of urgent medical attention were passed to the doctor on call. An escalation procedure was also put in place in case we were unable to get in touch with the doctor on call. A procedure was also put in place where an ambulance was called for any life threatening symptoms and then passed to the GP to follow up. UK Call Centre also arranged to divert their surgery number to the PCT meaning that they could leave the surgery and not have to worry about returning to re-direct their lines.