On Call Care

The technology to care

Supporting almost one million people with an out-of-hours GP service, On Call Care provides vital medical help to the communities of Kent and Sussex. So, when the organisation had to relocate and streamline its call centre operation, it was essential that their critical service wasn’t interrupted.

Of the three On Call Care call centres, two were set to be replaced with one main facility, built within the new Emergency Care Centre at Maidstone Hospital’s A & E department. Faster call handling and a more efficient service would give On Call Care the ability to deal with patients more quickly and effectively – giving better attention to sick people and even helping to save lives.

An advanced managed call-handling solution from ntl:Telewest Business has given staff the resources they need to provide a high-quality medical service that’s second to none. And during the implementation of our cutting-edge solution, our carefully planned programme made sure that systems were up and running quickly, with no disruption to essential patient care.

Community support through intelligent communications

For the growing community that On Call Care’s service covers, having easier access to medical advice, referral or treatment – especially during the worrying night-time period – is very reassuring. Our sophisticated call-handling solution helps staff to coordinate care and treatment options quickly and simply, even when under pressure from high call volumes.

The coordination to keep on top of demand

Between the hours of 6pm and 8am, On Call Care uses its team of doctors, nurses, psychiatrists and dentists to help callers with their medical problems. Whether it’s advice given, a home visit carried out, or a referral made to a care centre or the emergency services – calls are always carefully managed. Calls to GP’s surgeries are routed to On Call Care staff, then logged and recorded before being passed on to the appropriate health professional.

With On Call Care’s operations spread over 10 sites, precise technical and logistical planning was essential to help the not-for-profit organisation improve its system efficiency while developing a new and advanced call centre. Our expert consultants made this happen by combining the organisation’s data and voice infrastructure and using the latest technology to create a comprehensive, next generation solution.

Saving time for the things that matter

As we were already providing Maidstone Hospital with its telecommunications systems, On Call Care was keen for ntl:Telewest Business to develop its call centre solution too. "It made sense to work with ntl:Telewest Business, rather than have two suppliers on-site," explains Rupert Coler, On Call Care’s IT Manager.

As a trusted public sector partner, we knew that meeting NHS guidelines was crucial. So, working closely with a government approved systems integrator, our specialist consultants developed a tailor-made solution. A full voice system and future-proof data infrastructure now link each site with the main call centre and NHS Direct. Additionally, local call rates and intelligent call routing gives On Call Care an advanced and totally managed solution – leaving IT staff free for other critical work.

The right approach – the ideal outcome

Installing the cabling for the project needed precise planning by our locally-based team to ensure none of the hospital’s A & E functions were affected. "Cabling was very carefully and sensitively managed bearing in mind that the department is open 24/7. I’ve found ntl:Telewest Business to be very approachable and as keen to make the solution work as we are," comments Rupert.

With all calls now received and handled using our single call-handling solution, not only is service speed and efficiency much better, but patient satisfaction is high too, as Rupert explains, "Calls are dispatched to 12 telephones, automatically routing to the next available attendant who logs the details and forwards the call to the most appropriate care. We currently handle about 10,000 patient calls per month – the response is extremely positive."

What it has made possible

Now that the sophisticated ntl:Telewest Business solution has been in place for some time, Rupert and the On Call Care team can see the positive impact that it’s having on their service. Patients are experiencing much better access to the specialist advice and support they need, just as they need it. And thanks to the proactive approach of our consultants, a 24/7 nurse-led advice line has also been established with Maidstone & Tunbridge Wells NHS Trust – providing help to people calling Accident and Emergency under a free pilot scheme.

Patients aren’t the only ones benefiting from the ntl:Telewest Business solution either, as Rupert concludes, "With regards to the data side, we’ve found the service to be cost-effective and proactive. Modifications and extensions are done swiftly and effectively." With On Call Care’s services predicted to continue growing, we’re ready to manage the ntl:Telewest Business solution so that it can grow with them.