Secondary Care
Secondary Care
In the fast paced world of secondary care, every interaction matters.
Patients, families and healthcare professionals rely on clear communication, timely responses and efficient coordination.
At CallCare Health, we provide specialist patient support services tailored to meet the needs of hospitals, specialist clinics, and other secondary care providers.
- Patients can book or reschedule appointments at any time.
- Urgent calls are prioritised and directed appropriately.
- Routine queries are handled professionally without overloading reception staff.
- Booking, rescheduling, and cancelling GP appointments.
- Sending SMS and email reminders to reduce no-shows.
- Managing seasonal demand, including flu clinics and vaccination appointments.
- Coordinating specialist referrals and follow-up consultations.
- Provide information on repeat prescriptions and medication collection.
- Guide patients on when to seek urgent medical attention.
- Direct clinical queries to the appropriate GP or specialist.
- Support digital and telephone triage services.
- Identifying emergency calls and directing them to the appropriate NHS service.
- Liaising with on-call doctors and urgent care teams.
- Escalating time-sensitive medical concerns to the relevant practitioners.
- Registering new patients and verifying details.
- Managing outbound calls for test result notifications and follow-ups.
- Handling patient feedback, complaints, and service enquiries.
FAQs
Yes, our agents are fully equipped with smart cards and have up to date DBS checks, allowing them to securely access and operate within both EMIS and SystmOne environments.
No, our service extends well beyond appointments and inbound calls. We also:
Manage emails from patients
Conduct Coding, Searches and Recalls
Update medical records
Complete tasks assigned by the practice
Carry out Patient Triage: assessing patient needs and directing them to the most appropriate level of care, including emergency services (999), GP or nurse consultations, or digital services
Communicate Results (Blood/Urine) under professional oversight
Handle Repeat Prescription Management in accordance with clinical guidance
Provide Patient Assessment and Guidance using established clinical protocols
We can work flexibly with either option, our agents can integrate with your existing phone system or use our own, depending on what best suits your setup.
Absolutely. Our hybrid model is designed to work seamlessly alongside your existing staff. We handle the majority of patient contact, allowing your team to focus on more important clinical tasks.
While AI has great potential, it’s not a one size fits all solution. Many patients, especially from certain demographics, still feel more comfortable speaking to a real person. We’re seeing more practices adopt both human support and AI to ensure all patients are catered for, regardless of their preference or comfort with technology.
