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Friday, 24 November 2017
Coordination centre helps our NHS run smoothly
01 November 2017

Care Coordinator Centre team leaders Ryan Hales and Katie NormanOur Care Coordination Centre (CCC) plays a key role in the smooth running of the county’s NHS, operating around the clock to offer vital reassurance to callers, make onward referrals and arrange end of life care and nurse visits.

The centre is responsible for managing all enquiries relating to community health services, and on average receives 16,000 calls each month from consultants, GPs, carers and patients, as well as people who may be concerned about an elderly neighbour’s health.

Analysts working in the CCC will then take whatever action is necessary to resolve the call, such as arranging for a community nurse to visit someone at home, referring onwards to a GP or organising support for a relative whose loved one is nearing the end of their life.

“Our analysts are trained to deal with difficult calls,” said Ryan Hales, a CCC team leader. “Our aim is to be responsive and make sure we explain what is happening while also remaining very empathetic. We want people to feel reassured and comforted.

“We become part of their journey – some people call regularly and we speak to them most days as they know we are here around the clock. It they are concerned about a loved one whose condition has deteriorated overnight, they can call us – we will always do our best to help so they don’t have to wait until other services open their doors in the morning.”

In addition to the 16,000 calls a month, the CCC, in Sandy Hill Lane, also receives 6,000 faxes and emails. Yet despite this volume of enquiries, it consistently surpasses its target of answering 95% these calls within 60 seconds.

The CCC employs a total of 32 analysts who provide 24/7 cover. When they take up the role, they receive extensive training on NHS terminology and individual services they may come into contact with.  

“Everything we do links back to quality and the experience our patients receive when accessing the service,” said Katie Norman, another CCC team leader.

“We hold regular workshops to discuss what improvements can be made, and also make sure our staff are aware of any feedback or comments we have received from patients. Our calls are not scripted – instead we focus very much on tone, and pride ourselves on our individual service.

“Everyone who works here is extremely passionate about their job and shares the same focus on providing an excellent service. This is very much reflected in the positive feedback we receive from patients and their families.”