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JCS
Call Handling –Process and Procedure
Andy HewardOperations Manager
EENA Operations ChairFreelance Consultant
ah@eena.orgJCSconsulting@outlook.com
Andy.heward@lond-amb.nhs.uk
Aims of Session
• A brief overview of:
– Call handling process
– Roles and Responsibility
– Training
– Triage
– Quality Focus
– Performance
– Staff Support
PSAP Model
Process – Call Handling
Call Receipt
Address
Chief Complaint
Triage
Closing Statements
Handover
Do we actually know what is happening?
Roles and Responsibility
• To work as part of a team to provide an effective and timelycommunication link with the public and health care professionals inreceiving telephone calls for emergency ambulance services and in thendispatching these to vehicle crew staff (VCS).
• Effective telephone answering to the general public, health care professionals, emergency services and other agencies
• Receive and record all aspects of patient related information on computer terminals
• To utilise priority dispatch system in recording patient related information.
• Participate in on-going service quality review.
Staff Training
Handling Calls
• Structured Call handling process
• Organisational Responsibility
• Quality Assurance and Improvement
• Minimal room for individual variation
• Ongoing Professional Development
• International Benchmarking
Quality Focus • Quality at the heart of delivery
• Quality defines Clinical Care delivered
• Call handlers reviewed /practice reviewed
• Dispatch being worked on
• External Verification – Validate process
• Continued PDCA cycle
• Actively seek and review feedback
Performance Management
• Time to Answer
• Time to Address Verified
• Time Trigger Dispatch
• Time to End point
• Time in “Work”
• Complete Call cycle
Call-Handlers Performance
• Key Performance Indicators– Average Talk Time
– Average Handle Time
– Wrap-up
– Availability
– Quality Assurance Compliance
– Trust Targets and Peer Comparison
Staff Support
• Employee Assistance Programmes (EAP)
• Formal Counselling
• Trained Peer Support
• Occupational Health
Summary /Recommendations
• Clearly defined roles and responsibilities
– Everybody knows who does what & what to do
• Staff are trained for the purpose
– Training is evaluated to ensure relevance, competence understood
• Structured process of call handling
– Measureable, consistent and auditable process
• Performance is measured and managed
– PDCA Cycle
• Look after your staff and they will look after you!
"A common mistake that people make when trying to design something completely fool-proof is to underestimate the ingenuity of complete fools."
Hitchikers guide to the galaxy
JCS
Any one area here could fill an hours presentation;
If anybody wants to discuss any area in more detail please contact me
JCS
Any Questions?
Contact Detailsah@eena.org
JCSconsulting@outlook.com
Andy.heward@lond-amb.nhs.uk
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