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"They have been absolutely fantastic to work with and fully understand the pressures we face." - NHS
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CALL HANDLING SOLUTION THE MEDICAL SECTOR CAN RELY ON

Direct Response has over a decade of experience in delivering cutting edge contact centre services to organisations throughout the healthcare sector. Our solutions are making a real difference to the service delivery to patients and clients of organisations including the NHS, Pharmaceutical companies and private medical practitioners. With over 200 organisations on our books we are best placed to offer the level of service this industry requires.

FOR MORE INFORMATION PLEASE CONTACT OUR BUSINESS DEVELOPMENT TEAM CALL NOW 0800 011 4570
A CONTACT CENTRE SOLUTION THAT DELIVERS ON THE MEDICAL SECTOR'S KEY REQUIREMENTS

For Pharmaceutical companies the importance of gaining valuable, timely patient feedback is vital to the success of any clinical trial.

At Direct Response we have developed our clinical trial services, they are designed to offer an around the clock feedback mechanism for patients within the trial.

Our team of call handlers is trained to be impartial when capturing vital feedback relating to the trialists side effects or general wellbeing.

We offer this call handling mechanism around the clock, meaning whenever the patient needs to call, we’ll be on hand to answer.

We can provide both quantitative and qualitative reporting, allowing you the ability to see how the performance on the trail is going with the most common types of calls being easily flagged.

Due to the nature of our operation we are able to offer both short and long term support, ensuring you have a feedback mechanism that can work alongside your trial duration.

 

Benefits of the feature:

Delivery of a truly impartial solution.
Cost savings on in-house recruitment for short term projects.
Adverse event reporting is consistent across all calls captured.
Support can be offered to trialists out of hours.

 

Give your patients the opportunity to order additional medications and prescriptions at a time that is convenient for them.

 

Benefits of the feature:

Customers/patients have 24/7 access to medicines.
Remove the need to pay for fixed staff during quieter periods of the day.

The demands and logistics of district nurses whilst delivering an outstanding patient led service is by nature extremely involved.

A critical element of the communication between the health organisation and the patient is the ability of the patients being able to call in and simply arrange for district nurses to visit, find out where they are, and provide feedback on their experience.

Our District Nurse call handling solutions are designed to act as the central hub between patients and medical staff.

Our team of call handlers can take booking for appointments all adhering to the NHS’s N3 data security requirements.

Our call handlers are trained to deal with callers in an empathetic manner, ensuring that prompt and consistent levels of service are delivered every time.

 

Benefits of the feature:

Reduction in patient complaint rate.
Human resource cost savings.
All solutions designed with PCT budget constraints.
Nurses are freed up off the phone to offer care to patients.

 

The growth of the private cosmetic surgery market has seen a need for a robust and resilient call handling solution that can support the growing demand of calls this sector generates.

We understand that the highly competitive nature of this sector requires that companies be delivering market leading customer service from the very first interaction.

We guide your callers through the process of setting up a preliminary consultation. We can provide answers to frequently asked questions and confirm a preliminary date for their initial consultation.

Answering calls is only half of it! We understand the need for call handling staff to be available at the right times of the day/week/month. By ensuring we have the optimum levels of resource we are geared to capturing each sales call as it comes through.

Our services are designed to integrate seamlessly into your business process, therefore helping you service your customers in the most efficient manner possible.

 

Benefits of the feature:

Capture orders out of hours.
Support marketing activity by being able to scale up resources immediately.

The demands placed on local GP’s has never been greater, with UK surgeries receiving record numbers of calls and appointments each day. This pressure is felt foremost by the surgery reception staff.

Our GP booking solutions are designed to act as the central hub between patients and GPs.

Our team of call handlers can take bookings for appointments, all adhering to the NHS’s N3 data security requirements.

Our call handlers are trained to deal with callers in an empathetic manner ensuring that prompt and consistent levels of service are delivered every time.

Our solutions can integrate directly into a booking platform allowing for a seamless level of service to be delivered.

 

Benefits of the feature:

Improved access to GP service.

Reduce inbound call volumes to front office staff.

Choose Your Level Of Contact Centre Support

A Contact Centre Package To Suit Your Needs

Bureau

Get All the following features as standard

 

 

1. Access To Telephone Account Management

2. Call Outcomes Delivered Instantly By Email

3. Call Handling Script Integration With Your Website

4. Advisors Trained On Your Sites Functionality

5. 24/7/365 Call Handling Support

6. Call Handling To PCI Level 1 Complance Standard

7. Requested Access To Individual Call Recordings  

 

 

 

 

 

 

 

Get Started
Semi-Dedicated

Includes All The Bureau Features and Functions

Plus

 

1. Proactive Telephone Account Management

2. Call Process Evolution and Updates

3. Inbound Call Traffic Management Reports

4. Web Based Access To Call Recordings

5. Out Of Hours Account Support

6. Bespoke Service Level Agreements

7. Advisor Call Monitoring and Skill Development 

 

 

 

 

 

 

 

Get Started
Fixed Seat

Includes All Semi-Dedicated Features And Functions

Plus

 

1. Bespoke Recruitment Based Upon Skill Requirement

2. Dedicated Call Handling Team Members

3. Dedicated Management Team Including Trainers and Supervisors

4. Ongoing Training Programme For Advisors

5. Monthly Account Review

6. Office Branding To Reflect Your Business

7. Complete IT System and Process Integration

8. Client Hospitality

9. Collateral Fullfilment

 

 

 

 

 

Get Started
Have A Bespoke Business Requirement?

CALL OUR TEAM NOW 0800 011 4570

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