Bookings, forms and the phones. Run to your rules.

Any one of them, or several. That could be the booking line, the recall list, new enquiries, the forms and letters before an appointment, or the line that is answered when your office is closed. We can also set that work up for you, or advise on how it should be organised.

It doesn’t answer. The team says plainly that it can’t advise, in wording your own clinicians have approved. It writes down what the caller said, in the caller’s words. The question then goes to the person you’ve named, by the route you’ve set. Where you want it, the caller is offered an appointment as well.

You do, in advance and in writing. Your clinicians or care managers approve a short list of things a caller might say, and what the team does on hearing each one. The team follows that list as written. It doesn’t weigh up how serious something sounds. Anything the list doesn’t cover goes to the person you’ve named for that. If you don’t have a list yet, we’ll help you write it before the team takes a call.Processes and knowledge base

Yours. That might be a practice management system, a rostering system or something built in-house. The team works in whatever you run on. Each person needs a login of their own, which is yours to give, because we don’t work from a shared password.

The team works inside your own system, under named logins, and sees only what the work needs. Health information is handled only where that has been agreed with you in writing first. Where calls come through our phone platform, the recordings are held there, and we agree with you how long they are kept.Security and data protection

They deal with your organisation by name, on your own numbers. Whoever answers has your diary or your rota in front of them, along with your written rules. So the caller gets a proper answer, and not only a message taken.

Through training, before anyone does any work for you. How that training happens depends on what material you already have, how soon you need people, and how much of it you want to run yourselves. Your rules for clinical questions and for worries about someone’s care are part of it from the start.How we work

With time, and by the approach you’ve set. The team is trained to recognise a caller who needs more care, and to follow your guidance for them. If you don’t have an approach written down, we’ll help you build it. What happens next for that person is still decided by your own people.

We do. Hiring, the rota, cover and performance are ours, and each team has a team lead whose job is coaching. Your own staff don’t hand out the work or check it. You deal with one person who owns your service.How we work

The team works in your systems, so every booking, note and log entry is there for you to read. Real pieces of work are reviewed too, and what the reviews find goes into each person’s coaching. You also get regular reporting on how the work is going, what we’ve found and what we’re doing about it.How we work

Tell us about it. This page covers the work health and care providers are most likely to need, not everything we do. If the work follows a process and happens on the phone, in an inbox or in your booking or rota system, there’s a good chance we can take it on. If it isn’t one for us, we’ll say so.Tell us about your business

It depends on the kinds of work, the hours and channels you want covered, the languages you need and how much the work changes through the year. We work it out with you once we understand your operation.