Please provide details of the Board’s current appointment reminder service supplier/system:
- When the service was implemented and the specialties included?
All specialties, since 2011
- Monthly values for the numbers of patients contacted/reminder?
Average number of patients contacted is 10398 per month.
3. Specific details of any aims/targets set of the reminder service and whether or not these have been achieved.
The aim was to reduce the number of patients who did not attend appointments, this has been achieved.
4. Details of any patient complaints or technical difficulties encountered whilst the service is in operation? None
5. Where are the servers used to process the appointment reminders located? Trust based
If the service uses SMS
6. Where are the SMS carriers servers located?
We do not use SMS
If the service uses automated IVR/IVM (Interactive Voice Response/Interactive voice Messaging) calls;
7. Where are the servers that undertake these calls located? In the Trust computer room
8. Do the IVR servers process patient identifiable data? Yes
If the service uses agent calls;
9. What percentage of the overall service outcomes are completed by an agent? Although we ring all patients, we do not always make direct contact with all patients.
10. What information do agents have access to? The Trust master patient index
11. Are all agents making the calls based in a call centre? Yes
12. Where are the call centres situated? In the appointments centre at Lyndon Place, Birmingham.
13. If not what percentage of calls are made by home workers? Not applicable
14. Geographically, where are the home based workers? Not applicable
15. What security measures are in place to prevent home-based workers from replicating data locally? Not applicable
16. Are all home based staff CRB checked? Not applicable
17. Have you received any complaints at all regarding the agent call service (including but not limited to: manner, tone, ability to understand accents or dialects)? No
18. Please provide details of the member(s) of staff responsible for the implementation and continued running of the service and their role within the Board? Helen Evans, Operations manager.
19. Do you have or have you considered any other uses for your reminder service? If so what are they? No
20. How do you keep personal information secure when transferring to a third party supplier? Encrypted file
Please provide details of:
21. Supplier: Netcall
22. Expected contract length: On going as part of our in house telephone system
23. Contract review date: not applicable
24. Cost of contract: Not applicable
25. Details of the implementation costs and on-going support costs: Not applicable
26. Details of the processes followed to procure an appointment reminder service. Not applicable
27. Details of the channels used to publish the notification of procurement, for an appointment reminder service. Not applicable
