Health

How Ctalk help the NHS improve

24 hour Line for Patients and Care Workers

A 24 hour line for patients and care workers alike to get information on their care, or to book appointments and assessments. They have a secret IVR option that the nurses & care workers can press to get through to the queues without having to go through all the options/messages that normal patients hear. There is a DB in place for common callers (GPs, hospital departments, care centers, etc) that we dip into, using the callers number as a reference, to present further information to the agent.

23

Agents

2

Queues

NHS Foundation Trust – Service Desk

The service desk take calls from the entire foundation for any IT related issues. There are 2 queues in place; one for solely dealing with password issues and one for general IT issues. Both queues have an ANI check for VIP callers which queues the call with an added 60 virtual seconds. The queue treatment includes a “position in queue” message.

13

Agents

2

Queues

Foot Health Clinic

This is the foot health department situated within a Hospital. It takes calls from patients and GPs looking to seek advice and make referrals. They have 1 receptionist who takes all calls. If that line is engaged or if the call remains unanswered, then the call overflows to the rest of the department. Calls remain in both queues just in case the rest of the department are busy and the receptionists then becomes available.

4

Agents

2

Queues

Crisis Line & Hub

The Crisis Line & Hub is a 24 hour crisis line for everyone to call into should they require additional support when dealing with mental issues. There are 2 queues, one for the crisis line and one for the hub, who deal with the admin side of ongoing mental issues cases and referrals. There are 2 queue treatments. The first operates between the hours 9:00am and 8:30pm, and has an overflow in place for crisis calls to the hub after 2 minutes of queueing. The second operates outside of the above hours with an overflow in place for the crisis line which diverts calls to a department in the University Hospital after 2 minutes of queueing.

15

Agents

5

Queues