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NHS Selects Conduit for a Major Patient Support Contract

LONDON, April 16, 2014 /PRNewswire/ --

Conduit's success as a leading provider of specialised managed services for patient care is boosted by a major contract for the provision of the NHS The Appointment Line (TAL) service.

The Appointment Line service supports patient management of appointments once their GP has referred them for treatment through Choose and Book. The service currently handles about 65,000 telephone calls a week from patients who can confirm, change or cancel their appointment and is a core element of the Choose and Book service.

The announcement follows the closure of the NHS Direct provided TAL service on 31st March 2014, and supports the nationwide drive for the efficient delivery of public healthcare service through the progressive integration of remote and digital patient management.

Crucially, Conduit's expertise will also assist in the transition of services from the current Choose and Book system to the new NHS e-Referral Service to be launched later this year.

Mark Cleary, Head of Healthcare Client Services, Conduit, said, "Conduit has secured this important new contract due to our technical and management capability for patient and customer centric delivery, backed by our deep experience in healthcare working for the Department of Health, NHS England, the the Health & Social care Information Centre (HSCIC) and numerous ambulance trusts.

"We believe Conduit will deliver best in class service for the HSCIC and their patients as the most experienced specialist supplier of call handling services for healthcare and in the NHS." 

Conduit expects the new contract will increase the company's existing contact centre workforce of 2,000 by more than 200, specifically in Milton Keynes and Chatham.

The future of healthcare will embrace increasing complexity in both illnesses and treatments faced by the English public. Conduit's focus on integration, patient centricity and digital care management aims to support the NHS's ability to deliver the best possible outcomes for each individual patient, whatever their need.

About Conduit 

Conduit Global is one of the world's largest independent and fully integrated BPO companies with expertise in multi-channel contact centre and back office support, providing solutions for:

  • Customer care
  • Product support
  • Technical support
  • Sales (up-sell / cross-sell / retention)
  • Social Media
  • Cost efficient Work-At-Home Agent solutions
  • Non-voice support
  • Back office processing

Over a billion customer contacts 

Through hubs in nine countries on four continents, Conduit Global serves over 100 million consumers and has handled over a billion customer contacts in a single year.

Technology innovation 

With numerous patents and many more applied for, we have pioneered the development of information service and technology tools delivered across a single platform connecting multiple channels. These include the internet, email, chat, social media, SMS / MMS text messaging, mobile and landline phones.

Healthcare Support In the UK 

Conduit's established core operational centres in Cardiff, Milton Keynes, Chatham, Dudley and Bolton provides a wide range of managed services for complex health related remote patient management operations as well as traditional contact centre voice and digital channel services. These services embrace support across primary care, urgent and emergency care services as well as specialist remote patient management and support services for local and national health systems.

Media contact:

Email: [email protected]
Tel:  +44-(0)870-270-1258


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