Establishing a single inward bound call centre will enable better handling of appointments through triage, prioritisation, signposting and managing Patient Pathways.
This will ease up Reception workloads, allow better planning of inbound Patients, and result in improved face-to-face service.
This online triage team can focus their skillsets on being Care Navigators.
The entire service will benefit from a balanced and reduced workload and the care process will improve when Patients have a better understanding of signposting and care pathways.