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HUC marked International Control Room Week at their Peterborough contact centre last week. Since the start of the year, HUC NHS 111 call handlers took 250,363 calls to help patients get the right care in the right place at the right time. During International Control Room Week, the HUC team celebrated being a part of the NHS, one of the greatest health service organisations in the world.
The contact centre was decorated with motivational messages and colleagues celebrated each other’s contributions to supporting patients in need of urgent healthcare across the region. Managers handed out special badges to colleagues in the contact centres to recognise “Call-handling Hero”, “Operator of the Week” and “Best Performance”.
Janice Greenhill, Chief Operating Officer at HUC, says
“All our colleagues play an important part, not only those in our call centre but those in our treatment centres, support services and out and about visiting those patients. Together, we are really passionate about providing high-quality care services to our patient communities and it was indeed a pleasure to celebrate our control room teams who work so hard to help those in need.”
Ian Moody, Contact Centre Manager in Peterborough, says
“We really care about our wonderful colleagues in our call centre – being able to help a patient in what can often be a distressing situation is a really rewarding role and you do really make a difference every single day. And it’s quite a skilled role too – our call handlers have to complete very comprehensive training between four and six weeks before they join our frontline teams, depending on whether they are clinical, i.e. nurses and paramedics, or non-clinical call handlers. They are continuously audited to ensure we deliver a high-quality service. So it can be quite a challenging role, but it is a really fulfilling one,”
