Head of Call Centre Services
FCMS has a long and varied history of handling calls for both clinical and non-clinical services. We are devoted to ensuring that all services that we operate are maintained at the highest level of quality and efficiency at all times.
Our team is made up of highly skilled Call Handlers who are supported by our service specific operational teams. Our operational teams are responsible for the daily management of our services, as well as overseeing our team of Call Auditors who listen to 10% of all calls each month to ensure quality. The team also manage and provide training packages in the latest call handling methods and ensure that they liaise closely with our IT providers to implement regular maintenance checks and updates without any disruption to our services.
We have become extremely experienced over the past 20 years in delivering both internal and external services within short timescales. We pride ourselves on building good working relationships and working closely with partners to provide the best possible service for our customers.
Through our experience of working with a number of local and national providers we can offer guidance and knowledge to ensure a safe, effective and seamless approach to call handling.
Our current service delivery includes:
- The NHS 111 Service – This service is undertaken by highly trained non- clinical and clinical staff. This service is delivered in conjunction with North West Ambulance Service (NWAS).
- 0300 a local booking agent service – Made up of a team of Health Advisors who assess calls using NHS Pathways and book patients into local unscheduled care services including same day health centers in Fleetwood, Morecambe & Doncaster.
Please feel free to email me for more information about the way we do things – Vicky.Noon@fcms.nhs.uk