 NHS Direct provides health care access to people throughout the UK, NHS Direct provides health care access to people throughout the UK via telephone, internet and Digital TV. The telephone service is available 24 hours per day 7 days a week and offers information, advice and reassurance to individuals and families.
Naturally, giving out healthcare advice requires clarity and accuracy. The client wanted to ensure the information they were receiving patients, together with the information NHS Direct were providing was patients, was accurate and correct.
Operating on an 0845, local rate number, 24 hours a day, 7 days a week, call volume is of course very high.
It was essential that information and advice given was accurate, especially in the result of someone acting upon that advice to treat or diagnose themselves. A solution needed to be found that allowed the quality of information being given and received to be measured and controlled.
To meet the challenge faced by NHS Direct, detailed above, voice recording seemed a logical step. This would allow managers and supervisors the ability to playback and analyse calls made and received to control and assess the information given.
This particular installation linked the call centres in Cambridge, Norwich and Ipswich, which combined have a capacity of 60 agents, employing 120 front line staff. Following an in depth consultation of the employing system requirements ComputerTel recommended and installed a system comprising of:
3 sites, each with 36 channel Orion Voice Recorders
Multi site data sharing
120 agent capacity
Since the system has been put in the initial objectives have been achieved, NHS Direct Anglia IT Manager, Ian James stated:
"NHS Direct records calls to ensure the information we provide is accurate and correct, both for training purposes and to allow us to follow up any complaints made against the service. Since the system has been installed we have found additional such as checking phone numbers in case they have been recorded incorrectly".
In summary voice recording and the subsequent analysis of those calls has been essential in ensuring that NHS Direct maintains High standards required of it.
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