nigel ashurst contact centre (single point of access)
Post on 17-Jan-2018
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Nigel Ashurst
Contact Centre(Single Point of Access)
Why do we need a single point of access?Where have we got to?Where do we want to get to?What are we going to get right?Questions
Parity of Esteem
Crisis Care Concordat
Five Year Forward
View
5 things you need to know
National & Regional• Visit to NTW• Case for change• Concordat
conference
Local• Stakeholder
engagement• GP engagement• 111
Internal• 6 workstreams• Multi channel
communication• Evolving model
What have we done so far?
What will our Single Point of Access look like?
What will it mean for staff?
What we know we need to get right
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