The growing role of the call centre11th 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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Title: The growing role of the call centre
Author: Claire Tuckey
Article Id: 7842
Date Added: 11th Aug 2008