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Infographic: Telephone triage and the need for call recording
Posted by Caroline Moore on 09/01 at 09:36 AM Images and graphics, Healthcare, On-premise telephone systems, Healthcare,
SWComms healthcare blog image

This infographic illustrates how call recording is a necessary part of the telephone triage being adopted by GP surgeries in a bid to offer more flexible appointments to their patients.

Telephone triage has been heralded as one way GP surgeries can cope with appointments on a more flexible basis in line with the Government’s plans to extend health centre opening hours to reduce the pressure put on A&E departments.

However, these telephone-based appointments still need to be noted in the same way as a face-to-face appointment and this is where call recording comes into its own while also offering legally accepted evidence in the event of a complaint.

Telephone triage infographic

Posted by
Caroline Moore's avatar
Caroline Moore on 09/01/2014

Former newspaper journalist, Caroline joined the company in 2008 with no previous knowledge of the industry.

She set about stripping back all the jargon to produce plain English marketing collateral to support the sales teams. Now slightly more well-versed in the dark arts of voice, connectivity and data services, Caroline writes blogs, case studies, data sheets and social media updates to engage with potential and existing customers.

This industry is far cry from her previous working life when she worked as communications manager for Exeter Chiefs and Northampton Saints.