Call Handling

Caring for Callers

  • Vicky Noon

    Head of Call Centre Services

    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 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

  • Amy Hoogerwerf

    Call Handling 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 health 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 health advisors, 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.

    Lancashire Dental Helpline – 0300 1234 010

    The helpline first opened on 1st April 2017, it is a one access contact number for all Lancashire patients requiring dental care. Our team is made up of clinical and non-clinical staff, with a dental nurse always on shift to provide clinical support and make clinical decisions.

    Our opening times are Monday – Friday 8am – 9pm and weekend and bank holidays 10am – 5pm and the service is open 365 days a year. Our number is  charged at local rate from Landline and Mobiles.

    We take around 120,000 calls per year and book into numerous sites across Lancashire, including East Lancashire, Preston, Blackpool, Morecambe, Chorley & Ormskirk

    What we do….

    All patients that contact the service will be taken through a series of questions to ascertain if and where they need to be seen. Not all assessments will result in an appointment – Patient may need advice or may need another service e.g. severe trauma may need to be seen at A&E first. We triage all patients, registered or not. This is to ensure the patient gets the right outcome for their needs. All calls could have a different outcome which could include –

    • Appointment at a daytime service if not registered
    • Appointment at an evening service is registered or not
    • Nurse advice from the helpline
    • A&E
    • 111 Medication queries

    Conditions treated

    The main conditions seen by the Emergency Dental Service are:-

    • Swelling
    • Pain
    • Trauma
    • Bleeding

    Go to Accident and Emergency Department of your local hospital if you:-

    • Are in severe pain that is not helped by painkillers.
    • Severe swelling closing the eye or affecting the patients breathing
    • Are bleeding a lot and it won’t stop
    • Trauma of the face, mouth or teeth after a recent accident or injury

    If you are looking to find a dentist to register with the helpline is also the place to call. We hold an up to date list with all NHS Dentists in Lancashire that are taking on patients. A patient will be given a few dental surgeries in their area to contact. If they require a specific dental surgery that isn’t taking on, we ask the patient to contact that surgery direct and ask to go on to the waiting list.

    There is a Band 1 Emergency Treatment NHS Charge for each patient unless you are in receipt of a benefit that exempts you from dental charges.

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

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