365 Response expands specialist call handling service to support COVID-19 patients

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The 365 Response specialist call handling team expanded their operations in April, May and June to provide vital transport assistance to patients suffering from COVID-19. The additional service, which was set up in just a matter of days, began on 1 April to provide rapid and expert support to NHS England and the clinical teams throughout the Coronavirus crisis.

Last August, we shared that we had successfully won the national NHS England tender to provide a specialist transport management and call handling service for NHS England Specialised Commissioning, facilitating the transport of critically ill neonates, children, and adults. Our compassionate 365 Response team based in Leicester, bridge the gap between clinicians and the emergency transport services, taking hundreds of calls per month, where they’re often required to facilitate multi-party conferencing to aid swift decision making and the safe moving of critically ill patients. The team supports the delivery of critical care using real-time communications across multiple teams, specialists, and transport providers, 24 hours per day, 7 days a week, 365 days a year.

365 Response was able to design and deploy a unique and bespoke technology solution to support the management of the service. The 365 Smart Platform provides a detailed case management system that supports the full service and enables a secure and dynamic platform to maintain the quality of the service and to review, audit, and manage the call handling functionality. This purpose-built setup provided the opportunity to expand our current services to support the huge increase in activity and patient needs for Adult Critical Care teams, as a consequence of COVID-19 in the movement of critically ill patients to specialist hospitals.

Sarah Fatchett, Founder, “when we were approached by NHS England to expand our specialist call handling service to facilitate the transport of critical COVID-19 patients, we were keen to do everything we could to assist. Our dedicated team is experienced and prepared to take these sometimes difficult phone calls and work quickly and efficiently to secure adequate and timely patient transport. We work very closely with a number of ambulance teams to ensure we have support readily available for dispatch at a moment’s notice.”

Speaking recently about the one-year anniversary of the specialist call handling service, Nicky Davey, Matron for the CenTre Neonatal Transport team, commented

“365 Response provides 24 hours a day, 7 days a week call handling and recording service for CenTre Neonatal Transport. This means a doctor who wants to refer a premature or sick newborn infant simply calls one telephone number and is connected to the neonatal transport team. This team can then use 365 Response to include other medical or surgical professionals to ensure appropriate advice is given to the referring team. The transport team also uses 365 Response to book ambulances and communicate with each other whilst out and about moving babies. It would be very difficult for our service to operate effectively without the call handling service.”

If you would like to talk to us about providing specialist transport call handling services, please get in touch using hello@365response.org.