Beat the 8AM Rush!

BACKGROUND:

This GP Surgery are a busy NHS GP practice located in South East London with approximately 22000 patients registered and who were rated Good by the CQC commission on their last inspection. Feedback from the patients was positive regarding the care received but did show that sometimes they found it difficult to access the GP practice via phone, resulting in a lower than average satisfaction score overall when contacting the practice. It was acknowledged in the CQC report that patients views were listened to and positive changes were made based upon feedback, so while CallEEAST had initially approached the practice as part of a campaign offering a basic phone answering service, with the GP Surgery keen to address the patient concerns that had been raised, CallEEAST saw that they were in a position to help, improving patient satisfaction, and expanding the services CallEEAST offered to something that could be offered to all practices should it prove successful. From initial conversations a collaborative partnership was soon formed. 

PROBLEM STATEMENT:

The surgery was experiencing a significant operational challenge due to an overwhelming volume of incoming calls, which was exacerbated by insufficient staffing levels and frequent staff sickness. The inability to recruit new staff quickly enough further compounded the issue. This situation led to a high number of abandoned calls, posing a risk to patient wellbeing and potentially damaging the surgery's reputation.

OBJECTIVES:

Established objectives were:

To improve Customer Satisfaction

To support and optimize current staff within the practice

To reduce the % of abandoned calls

To ensure a patient-centric approach within any new model

To offer an enhanced service to patients while minimising any additional operational costs to the practice

To protect the practice reputation

METHODOLOGY:

Calleeast started its evaluation by carrying out a comprehensive evaluation of the current offering to understand the existing processes which allowed them to establish where they could offer additional value. They also collated data on call volumes and abandoned call rates to further enhance their understanding of both the issues faced as well as the solution options. All the while they maintained close collaboration with the surgery to ensure that any new processes aligned with their operational preferences and requirements.

FINDINGS:

Through their use of the wider contact centre staff, CallEEAST could offer enhanced response times and lower abandon rates. Callers could also be encouraged to follow a self-service model via the practice website system, empowering them to manage their appointments and inquiries independently, with CallEEAST providing dedicated support for vulnerable callers and those without internet access to ensure they receive the necessary care. With CallEEAST answering calls, this would allow for the potential reallocation of reception staff to focus on other administrative roles, improving overall efficiency, reducing staff stresses, thereby decreasing sickness rates and improving overall staff wellbeing. Accurate modelling of the service (following an initial trial period) would ensure that the cost of the service remained viable to the practice while being competitive, and through the delivery of consistent, high-quality patient care and communication CallEEAST could maintain and enhance the surgery's reputation.

OPTIONS DISCUSSED:

For CallEEAST to take all calls for the practice

For CallEEAST to take calls for practice only after a certain wait period

For CallEEAST to signpost callers to appropriate services

For CallEEAST to signpost callers to GP Surgery Website

For CallEEAST to enter details onto GP Surgery Website for those callers who are vulnerable or unable to access internet

For CallEEAST to use technology moving forward (such as AI) to support and to reduce costs further

CONCLUSSION:

To enhance the efficiency and effectiveness of call handling, it was agreed that CallEEAST should take calls for the practice only after a specified wait period. Additionally, CallEEAST would signpost callers to appropriate services where possible and/or direct them to the GP Surgery Website for further information. For callers who are vulnerable or unable to access the internet, CallEEAST would enter their details onto the GP Surgery Website on their behalf. Moving forward, the integration of advanced technologies, such as AI, will be crucial in supporting these initiatives and further reducing operational costs.

FEEDBACK:

'Working with CallEEAST is a great experience. Their online form filling and query direction for our patient is spot on, clear, straightforward, and efficient. Every call is answered seamlessly, with a professional and friendly approach.The team shows strong understanding and in-depth knowledge, and they respond to every question from our patient cohort. From the initial enquiry through to going live and beyond, CallEEAST supports us every step of the way.

I highly recommend CallEEAST to any GP practice that needs that extra help. Their service is reliable, responsive, and makes a real difference.'