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304800304800 Call Handler DaytimeTraining Manual469900887730Name of Employee: ________________________________469900765175Date of Training: ________________________________Trainers Name:________________________________Date Training Completed: __________________OFFICE COPYVersion NoAdded to RotamasterEdition2017295275247650 Call Handler DaytimeTraining Manual622300629920Name of Employee: ________________________________622300769620Date of Training: ________________________________Trainers Name:________________________________Date Training Completed:__________________Database technology and screen dumps within this handbook are the copyright of Badger and should not be divulged or misused in any way. Also the disclosure of patient details is against the Data Protection Act 1998 and must NEVER be passed to a caller. Disclosure of seemingly harmless data to an unauthorised person can have serious legal and ethical consequences for Badger, the Operation and the individual.Daytime - CallsOverviewThis manual is to be used as a supplement to the main Call Handler manual. Daytime shifts have several key differences to evening and weekend shifts.DayAM CallsPM CallsMondayAdmin LineAdmin Line, AVS, Surgery Lunch CoverTuesdayAdmin LineAdmin Line, AVS, Surgery Lunch CoverWednesdayAdmin LineAdmin Line, AVS, Surgery Lunch Cover, GP CallsThursdayAdmin LineAdmin Line, AVS, Surgery Lunch Cover, GP CallsFridayAdmin LineAdmin Line, AVS, Surgery Lunch CoverAdhocPLT (Protected Learning Time) Solihull or Sutton Coldfield Admin LineAdmin Line calls are general calls to Badger that will need directing to the most appropriate person or department, use the extension guides on the desks to transfer calls. If a member of staff is calling in to say they will not be attending a shift, they must be passed through to HR. Should the call be from a pharmacy with a prescription query, it must be checked when the prescription was issued and if the GP who issued it is still on shift (you can use messenger to see who is online and use this to contact the GP directly). If the prescription was issued by a GP who is not working for Badger at the time of the call, you must explain that they will need to contact their own GP or current OOH (if Badger, put a call on the system). This is because a GP is unlikely to comment on dosages / advice given by another GP without having been present at the initial consultation. Should a call or query come through that you are unsure how to deal with, please ask your TL on duty. AVS CallsPlease refer to STB74 for how to process AVS calls – this has been included as an appendix to this document. Surgery Lunch CoverSome surgeries close for lunch, for example between 12pm and 2pm. If the call is not urgent, we advise the patients to call back once the surgery has re-opened the telephone lines. If the call is urgent, we put the call onto Adastra and follow the example on Page 46 of the Call Handler Training Manual, Message Handling: Passing Calls to Doctors. Should a call come through whilst the surgery has its phone lines transferred to Badger and it is deemed as needing to be dealt with by the surgery staff, use Database Search on Adastra to see if the surgery has supplied us with a bypass number. These are ex-directory and are not to be given out to any caller. GP CallsDoctor’s calls are taken on Wednesday and Thursday afternoons from 1pm. If a patient needs to see a GP urgently today, we process the call in the same way we would at any other time; however there are several key differences:Most patients who call will not be aware that their surgery has closed the telephone lines for the rest of the day. Explain that the building itself may be open; however they will not be able to speak to their surgery by phone until the next morning. Calls may be slightly more complex, ensure that you listen to what it is the caller needs from us to decide whether we can help them, or if they need to call the surgery back the next day. The Badger clinics will not be open in the afternoon (other than Solihull) so be mindful when despatching that patients are only invited to centres when they open. Use your timeline to see if we are in full cover, the timeline should be green. We have some special contracts with surgeries who are not Badger Members who are covered during this period. PLT (Protected Learning Time) CallsThese are processed in the same way as Doctor’s calls, a list of additional surgeries being covered for that afternoon will be provided upon starting your shift. 5835015-1648460 ................
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