On the basis of the Clinical Diagnostic Center, a contact center
His work is aimed at both information services for patients, and interaction with healthcare institutions of the region.
Since March 2016, the Contact Center has been established on the basis of the Clinico-Expert and Organizational-Methodological Department of the Clinical Diagnostic Center. It was created with the aim of optimizing interaction, incl. information, both with the population of the city and the region, and with medical and other institutions, on the organization of medical care. As specialists say, it will be enough for a person to solve his problem to contact a specialist of the Contact Center, and if the question requires a decision at another level, the operator-consultant will transfer the call to the necessary specialist of the institution.
The main tasks of the Contact Center are to increase the information services for the population on the provision of medical services, providing the population with full, reliable and timely information on medical services, maximum simplification and reduction of contact of consumers of medical services with the institution's infrastructure, monitoring and interviewing.
"To date, the Contact Center is a subdivision of the clinico-expert and organizational methodical work of the institution. Located in a separate room with equipped workstations and staffed with qualified personnel "- explained the head of the department of clinical, expert and organizational and methodical work of the Clinical Diagnostic Center" Anna Breil.
Currently there are 6 consulting operators in the Contact Center. These are employees who have a secondary medical education. On average, the number of incoming calls is from 1000 to 1500 per day. Most often people are interested in questions of preliminary appointment to consultative reception, what diagnostic studies are conducted in the institution and how to prepare for them, the schedule of doctors.
It is expected that the result of the work of the Contact Center will be minimization of loss of appeals of residents, improvement of service quality and satisfaction of citizens.