Coronavirus – Can your practice cope in a medical emergency?

Yesterday, the World Health Organisation (WHO), announced that the new Coronavirus has been declared a Public Health Emergency of International Concern. Thankfully, these types of incidents are few and far between however preparation is key and it’s better to be safe than sorry.

CallCare has been a group service provider to Public Health England for over 10 years and the NHS for over 20 years. Having built up an extensive knowledge base within this sector, we know that from similar public medical emergencies we’ve experienced and been on hand for, that there can be a sudden influx of calls from concerned patients. We also know that these calls can overwhelm your day to day operations. Patients come first in the medical industry and we understand that duty of care is imperative to your clinic.

Are your reception staff prepared for emergency call handling?

If your reception staff were to receive up to double the amount of calls as usual, would you have the capacity to cope?

Our specialist trained call handlers can calm concerned and anxious patients. We are able to put a simple process flow in place to advise patients on procedures, protocols and any general advice from your practice. As well as support as an overflow service to your reception staff and manage additional appointment bookings.

Whether you use CallCare for overflow services and managing the call volume surge, or taking appointment bookings; all of our call handlers are EMIS and SystemOne trained for quality assurance. Our systems integrate seamlessly with your clinic’s platforms and we are PCI compliant and FCA regulated.

From just £1 a call, CallCare will create a bespoke framework for your clinic where our call operators will then be able to navigate care for your patients. This service is available not just during peak times, we’re also able to assist during periods of staff sickness and training. 

Contact us today to see how we can support your practice with overflow services, or find out more about our healthcare provisions here.

Posted by Gemma Harding

As Head of Client Services, Gemma is an expert in the customer service industry. With over 20 years of experience in the call handling process she will guide your organisation to an improved customer service strategy. Hobbies include all thing equestrian.

View other posts by Gemma Harding