Within SevernSide, Call handlers play an integral role in enabling community clinicians to access SevernSide Urgent Care services through incoming service lines. In addition, call handlers support SevernSide patient safety measures., by making outgoing calls to patients (safety call) where required.
Full details of all professional line callers and the safety calling process can be found within the call handling handbook on Radar: Call Handler Handbook – Radar (radar-brisdoc.co.uk)
To ensure that we are delivering high levels of patient care and quality care, audits will be performed on all operational call handling roles. The aim of these Audits is to ensure that every call coming into the service:
- is answered with professionalism, with the caller experiencing high levels of customer service
- has accurate data added to each case and excellent record keeping
- is assigned the correct case type and call back time
- leaves the caller feeling confident with the service provided