View Full Version : How Does Your Call Center Work?


KimRN
06-25-2007, 07:10 PM
I worked in Pediatric telephone advice for nine months. I learned more about peds in that short time than I had in the two decades leading up to it!

We were not timed, not given a certain number of calls we had to take. The six of us would just work the calls until they were done.

Is that the norm? I know nurses in some places are "timed" or given a call quota.

What is your place like?

Christopher Dallman
07-01-2007, 10:43 AM
As well as running a day-case and inpatient surgical/medical unit, we also have an ophthalmic helpline. On discharge, we give patients the ward number and tell them to ring if they have any problems. We cover the whole of South-East Scotland (Lothian, Borders and bits of Fife) Most calls are fairly easily dealt with, but some can take you a morning to deal with, if you have to track down records, or a particular consultant. At the weekend, there's only one Ophthalmic nurse on duty to man that phone, and look after any inpatients.