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Specialist Call Centre Service Expanded to Include Mental Health and IUT Bookings

October 29, 2020

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We’re delighted to be expanding our Specialist Call Handling Service to support Mental Health Transport bookings and IUT (In-utero) transport services in the East Midlands.

Our Specialist Call Handling Team was set up in 2019 to provide a vital service supporting the delivery of critical care to sick neonates, children and adults in the East Midlands and wider area. Throughout the Covid-19 pandemic, we expanded our service to support the huge increase in activity and patient needs for Adult Critical Care Teams. After a year of successfully running this service, we have now expanded again, to include two new pathways; Mental Health transport bookings and IUT transfers.

Specialist Mental Health Transport Booking Services

The 365 Response Specialist Transport Call Handling Team play a vital role in the organising and booking of specialist transport services working with ECMO and CenTre. The team will now be expanding to include Mental Health transport, providing a dedicated booking phone line that can be used by Trusts in the East Midlands region. The 365 Response team will facilitate the booking of pre-planned and ad-hoc Mental Health transport requirements, with both formal and informal providers available.

The service will be offered 24/7, 365 days per year, starting 2 November 2020. All calls will be answered and dealt with by a team of specially trained staff. All providers for this service will be registered on the National Transport Framework and signed off to work in line with Trust guidelines to provide transport support.

IUT Specialist Booking Service

The IUT Pathway is used to ensure the best possible care for babies that are likely to be very premature (27 weeks or less). It is often safer to transfer babies whilst they are still in the uterus, and so the IUT team ensures that these mothers give birth in specialist units, with the best possible care, equipment and expertise.

The Specialist Transport Call Handling Team will now be facilitating calls for this pathway and securing the specialist transport in order to support the Clinical Commissioning group, in their plans to make sure dedicated ambulance transfers are undertaken in a prompt manner.

Chris Ackerman, Associate Director of the Specialist Call Handling Team at 365 Response, “We have a great team in place ready to offer further support to NHS and private organisations looking to organise specialist transport. Our platform allows us to facilitate effective real-time communications across multiple teams, assisting in the provision of critical transport needs. We provide full case management and recorded calls to further improve services as well as providing a detailed and transparent audit trail. We’re looking forward to adding Mental Health and IUT booking streams, and continuing to further develop our specialist call handling service.”

Expanding the team

In order to provide this dedicated service, we have employed a further three full-time members of staff to cope with increasing demand and ensure we are able to offer the high levels of support and excellent response times required for these critical services. In these times of uncertainty, we’re very proud to be providing opportunities for further employment, particularly to help with NHS requirements.

If you have specialist transport requirements and would like to discuss utilising our specialist service, please get in touch via [email protected].

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