Call Handling

Caring for Callers

  • Vicky Noon

    Call Handling Lead

    Call Handling

    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 booking agents – a team of highly trained call handlers who manage bookings on behalf of other clinical services.

    Please feel free to email me for more information about the way we do things –

  • Julie Davies

    111 Service Lead

    NHS 111

    NHS 111 is the non-emergency number for patients who need urgent care that is not a life threatening emergency. It is free to dial from landlines and mobiles and is available 24/7, 365 days a year. Call 111 and you will speak to a highly trained advisor supported by health care professionals.

    FCMS has been delivering local health care for 20 years during out of hours periods, taking calls for GP practices while they are closed. This means that we are extremely experienced in understanding local population needs; our knowledge and skill base puts us in an ideal position to deliver the NHS 111 service in the way that our patients deserve.

    The NHS 111 service is staffed by a team of fully trained Call Handlers, supported by experienced health care professionals. Our team will ask questions in order to accurately assess your symptoms and then provide the healthcare advice you need. This may include directing you to the local service that can help you best. That could be an out-of-hours doctor, an urgent care centre or A&E, a local walk-in centre, a community nurse, an emergency dentist or a late-opening chemist.

    If our team have assessed your symptoms and deem it necessary that you receive an ambulance, they will immediately arrange for one to be sent to you.

    To ensure all our calls are delivered in the best way possible, all calls received by FCMS are recorded and stored securely, with 10% of all calls being audited. This allows us to continually improve and deliver training packages to guarantee that we are always best placed to deliver the best care to our population.


    When Should I Call?

    You should use the NHS 111 service if you urgently need medical help or advice but it’s not a life-threatening situation.

    Call 111 if:

    • you need medical help fast but it’s not a 999 emergency
    • you think you need to go to A&E or need another NHS urgent care service
    • you don’t know who to call or you don’t have a GP to call
    • you need health information or reassurance about what to do next


    For less urgent health needs, contact your GP or local pharmacist in the usual way.


    To find out more on the different types of services available visit our public information page

    Public Information
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