Essex Partnership University launches a platform for contact center


The Essex Partnership University NHS Foundation Trust (EPUT) has started working with a messaging platform to help increase the operational efficiency of the mental health contact center.

The Referral Engagement Platform will support the influx of 111 crisis calls the center receives. Since the pandemic, the center has experienced a 66% increase in daily calls and the platform is expected to help streamline processes and improve organizational efficiency so the center can meet this demand.

The Refero platform was designed specifically for trust and has the ability to provide enhanced messaging capabilities between the contact center and clinical staff. This is expected to lead to better patient care and improved collaboration in trust.

One of the key benefits of the new centralized system has been the ability for contact center agents, physicians, and trusted staff to see “live” visibility of clinicians ’locations, out-of-hours calendars, and wheels.

Tony Barwick, the trust’s customer service manager, said: “We’ve already saved up to an hour a day in agent time with the new more efficient centralized system. Agent time is freed up to deal with more calls and call waiting times have already been reduced by half from four to two minutes.

“Clinic follow-ups to callers have also been greatly improved, as agents are better informed about routes and where clinicians are located, along with improved efficiency in turn delivery delivery. night and the urgency classification of calls “.

Mental health services across the country are feeling the tension, with Covid-19 generating increasing demand for them. The best digital services and telehealth platforms such as Refero can help to address some of the issues the NHS faces after the pandemic.

While its main focus has been on mental health since the pandemic began, the contact center has also been dealing with testing and follow-up consultations and making urgent community response calls to try to support the pandemic service. ambulances and to district nursing teams. In the future, it plans to expand its jurisdiction so that it can handle all calls from the trust through the contact center.

Sadie Plunkett, head of trust IT projects and implementation, added: “Refero delivered a platform designed specifically for the requirements of our trust. Its versatility allows us to test the system for future requirements.

“The new telecare platform has been favorably received by doctors and contact center agents and has encouraged us all to work more cohesively together.”

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