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We have a fully functioning call centre in Blackpool equipped with the latest technology and a team of caring, hardworking, and highly skilled call operators who manage over 400,000 calls each year
Our experience of working with local and national providers, coupled with our expertise and knowledge ensures a safe, effective, and seamless approach to call handling services
Our current services cover Lancashire and South Cumbria, and we’re pleased to maintain strong working relationships with partners across the community, whilst delivering the best possible service to callers
We take pride in developing and adapting to new ways of working, and we are always looking at ways to innovate our service delivery
Our call-handlers use a cloud-based solution called ‘Sesui’ to manage incoming calls. This has greatly increased the resilience and flexibility of our workforce and allows for colleagues to have full call-handling functionality in any location
Led by Vicky Noon, Head of Call Handling & Dental and Amy Hoogerwerf, Call Handling Service Lead, the team is made up of highly skilled Call Handlers including clinicians, all supported by our operational teams
If you’re thinking about joining the FCMS Call Handling team, take a look at the Careers page to find out more
400,000
calls answered annually
29
years of delivering high quality call handling services
4,600,000
minutes spent by our 170 call handlers on calls with patients each year
We have previously provided a range of different call handling services, including the national helpline ‘The Silver Line’, and during the pandemic we mobilised a Covid Vaccinations Hotline at short notice. We also provide an ‘0300’ booking agent service, where health advisors triage and directly book patients into urgent care services across Morecambe, Doncaster and the Fylde Coast.
NHS 111 is the non-emergency number for patients who need urgent care that is not a life-threatening emergency. We provide this service alongside the North West Ambulance Service (NWAS). It is free to dial from landlines and mobiles and is available 24/7, 365 days a year
The NHS 111 service is staffed by a team of highly trained health advisors and supported by experienced health care professionals
Our team will ask questions to accurately assess the caller’s symptoms and then provide the most appropriate healthcare advice. This may include onward referral to the local service that can help you best
All calls received by FCMS are recorded and stored securely for training and monitoring purposes, ensuring we provide the best possible care
The helpline first opened on 1st April 2017, it is a single access contact number for all Lancashire and South Cumbria patients requiring dental care. Our team is made up of clinical and non-clinical colleagues, with a dental nurse always on shift to provide clinical support and make clinical decisions
Now taking up to 180,000 calls each year, our team can book into numerous sites across Lancashire and South Cumbria
Our opening times are Monday to Friday 8am – 9pm and weekend and bank holidays 10am – 5pm; the service is open 365 days a year
Calls are charged at a local rate from landlines and mobiles
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