Contact centre giant Teleperformance has won a three year contract that might extend to five years for a component of the British National Health Service’s e-Referral Service (e-RS). It will run the Telephone Appointment Line, which makes around 700,000 referrals a day, from April 2019.
The service combines electronic booking for patients with a choice of place, date and time for first hospital or clinic appointments. Patients can choose their initial hospital or clinic appointment, book it in the GP surgery at the point of referral, or later at home online, or by phoning in.
When the contract begins, Teleperformance teams will pick up the telephone contacts from patients who need to make a hospital appointment after a GP referral. Two teams will be involved in guiding patients towards their best choices and the company will also handle the direct mailshots to remind patients to book appointments when they have been referred.
Commenting on the award, Rachel Robinson, Executive Vice President of Public Sector Services for Teleperformance, said: “We are very proud to have been awarded the contract to deliver the Telephone Appointment Line (TAL), which plays a vital part in assisting patients to understand what options are available to them”.
Matt Sims, CEO of Teleperformance UK & South Africa, said: “This significant contract win is an excellent platform from which we can further grow our engagement with the NHS. Awarded via the Crown Commercial Services Contact Centre Framework, this contract award is testament to our track record of delivering the highest standards of customer service in the services we provide on behalf of Government.”