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The growing role of the call centre

11th August 2008

Call centre care managers are having a measurable effect on patients' lives, according to a report in the Health Service Journal.

Birmingham East and North PCT and partners Birmingham OwnHealth, NHS Direct and Pfizer Health Solutions recorded a 48% decrease in hospital admissions and 32% less GP visits.

Andrew Donald, director of redesign and commissioning at Birmingham East and North PCT said: "These are the people who would once have been seen by the district nurse at home on a regular basis. Now we use care managers based in a call centre to reach into people's lives."

 

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