EEAST is best in the country for answering 999 calls

HEOC call handler

In December BT recorded only three 999 callers experiencing a delay for their call to be answered, making EEAST the best service in the country for this target.

The Trust has had the lowest number of delays nationally since the start of November and Head of EOC, Gary, is full of praise for control room staff.

Gary added: “I’d like to thank everyone who has helped make this happen, including our call handlers, team leaders, mentors and trainers. This is a true reflection of your high standards which make a real difference to patient care. I would also like to thank our IT team for their hard work in implementing new technology for telephony over the last year.”

2014 was a busy year in our control rooms with the recruitment and training of over 80 new staff, the implementation of healthcare referral team (HCRT) desks and regional telephony, the move of Cambridgeshire dispatch desks to Norwich EOC, and the development of a regional paper-working process. The clinical support desks have also managed more than 30,000 patients through hear and treat since April.

One of the immediate priorities for the EOC team in 2015 is a CAD procurement process, as you may have read in Anthony Marsh’s message, and more news on this will be shared with staff as soon as possible.

Published 15th January 2015 

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