Outsourced telephone
answering services
We provide telephone answering services for primary care organisations.
Effective telephone management
Outsourced telephone answering service
In the demanding field of primary care, effective telephone management is crucial for maintaining high standards of patient care and operational efficiency. We provide a specialised outsourced telephone answering service meticulously tailored to meet the unique needs of primary care organisations. Our service is designed to enhance patient satisfaction, streamline administrative tasks, and allow your clinical team to focus on delivering exceptional care.
Expertise tailored for primary care
Our team is extensively trained to handle the specific requirements ofprimary care. We understand the importance of managing medical appointments, patient communications, and sensitive information with the utmost professionalism and confidentiality.
Our personnel are well-versed in using primary care clinical systems such as SystmOne and EMIS web. This familiarity allows us to efficiently manage appointment scheduling, patient records, and other administrative tasks directly within these systems, ensuring seamless integration with your existing workflows.
Comprehensive call management
We offer a full spectrum of telephone answering services, including:
Appointment scheduling- Efficiently managing and coordinating patient appointments, including scheduling, reminders, and adjustments, using Systmone and EMIS web.
Patient enquiries - Addressing general enquiries, providing information about services, and assisting patients with their needs.
Message taking - Accurately recording and forwarding messages to the relevant medical professionals or departments.
Emergency call handling - Managing urgent calls promptly and ensuring critical messages are communicated effectively to appropriate personnel.
Professional & reliable service
Our team comprises skilled professionals with significant experience in primary care. They are adept at managing high call volumes while maintaining a courteous, empathetic, and professional approach,
reflecting the values of your primary care organisation.
We ensure exceptional service quality through rigorous training and continuous performance monitoring. Our quality control measures guarantee that every patient interaction meets the high standards of
your primary care organisation.
Round-the-clock service
Our service operates 24 hours a day, 7 days a week, ensuring that your primary care organisation always remains accessible to patients. This continuous coverage enhances patient satisfaction and ensures that no call is missed.
We provide dedicated support for calls received outside normal office hours, including weekends and public holidays, ensuring that your primary care organisation always remains responsive. This also opens our ability to assist extended opening and OOH providers without charging anti-social hour payments that you ordinarily would to your ordinary workforce.
Seamless integration with your existing systems.
Customised solutions - We offer bespoke solutions designed to integrate seamlessly with your current systems and workflows. Our familiarity with clinical systems like SystmOne and EMIS web ensures that our service fits seamlessly with your primary care organisation’s processes.
Advanced technology - We utilise state-of-the-art technology to facilitate efficient call handling and secure data management. Our technological capabilities include:
Secure call handling - Ensuring compliance with GDPR and other data protection regulations.
Integrated systems - Aligning with your primary care management software and telephone provider, for streamlined appointment scheduling and information management.
Enhanced patient experience
Professional first impressions - The telephone is often the initial point of contact for patients. Our team ensures that every call is answered promptly and professionally, creating a favourable first impression and fostering trust.
Improved accessibility - By outsourcing your telephone answering service, you enhance your primary care organisation’s accessibility and responsiveness, leading to increased patient satisfaction and retention.
Cost-effective & flexible solutions
Economical excellence - Our service offers a cost-effective alternative to maintaining an in-house team. We provide transparent pricing with no hidden charges, ensuring you receive exceptional value for your investment.
Flexible plans - We offer a range of flexible pricing plans to accommodate primary care organisations of all sizes, from small GP surgeries to extensive primary care networks. Choose the plan that best aligns with your primary care organisation’s needs and budget.
Data protection, CQC compliance, & regulatory adherence
We adhere to the highest standards of data protection, ensuring that patient information is managed with the utmost confidentiality and security, in line with GDPR requirements.
Our processes and technology are designed to meet the care quality commission (CQC) standards. We ensure that our telephone answering service supports your primary care organisation in adhering to CQC regulations, including:
- Effective communication.
Managing patient calls efficiently and relaying information accurately to comply with CQCs expectations for effective communication. - Record keeping.
- Maintaining accurate and secure records of all communications, in compliance with CQC requirements for record-keeping and information management.
- Quality assurance.
Implementing robust quality assurance measures to ensure that our service meets CQCs standards for service delivery and patient care.
Contingency for unforeseen sick leave
Retainer for urgent cover - To address unforeseen sick leave or sudden staff absences, we offer a retainer service to ensure immediate cover. This arrangement allows us to deploy additional resources swiftly in the event of unexpected staff shortages, ensuring uninterrupted telephone answering services.
Rapid response - Our flexible approach means that we can quickly adjust our staffing levels to meet your primary care organisation’s needs, providing urgent cover as soon as a staff member calls in sick. This guarantees continuity of service and maintains the high standards of patient care.
Operational overview.
Initial consultation - We begin with a comprehensive consultation to understand your primary care organisation’s specific needs, preferences, and existing workflows.
Customised implementation - Our team tailors the service to integrate seamlessly with your current systems, including SystmOne and EMIS web, ensuring a smooth transition and minimal disruption.
Ongoing support and evaluation - We provide continuous support and conduct regular evaluations to ensure that our service consistently meets your expectations and adapts to any evolving needs.
Elevate your primary care organisation
Enhance patient satisfaction, and optimise resource management by engaging our outsourced telephone answering service. Our dedicated team is prepared to deliver the support you need, including urgent cover for unforeseen staff absences and proficiency in primary care clinical systems such as SystmOne and EMIS web, allowing your staff to focus on providing exceptional patient care.
