Western Sussex Hospitals have joined up with Brighton and Sussex University Hospitals to form a new NHS Foundation Trust for our area: University Hospitals Sussex.

You can keep using this website for information about St Richard’s, Worthing and Southlands hospitals but for our other sites and to find out more about the new trust please visit www.uhsussex.nhs.uk.

Call centre ‘smashes’ target

Friday November 3, 2017

Congratulations to the Call Centre team at Southlands who have delivered their weekly target to answer 90% of calls within one minute for the first time.

The Patient First target was designed to improve patient experience and ensure the trust responds to enquiries in a timely and professional manner.

Head of elective patient access, Rachel Woolfenden, commended the team, saying: “All your hard work and innovation in recent months has culminated in a fabulous record achievement this past week.

“Not only have you met 90% of calls answered in a minute for the very first time – but to be honest you’ve smashed it by achieving an awesome 94%, with the average wait being just 17 seconds!”

The Call Centre is a very busy work environment, receiving more than 3,500 calls a week – that equates to at least 70 an hour, on average.

In the recent past, up to 25% of callers rung off before their call was answered because the wait was too long.

Now, less than 3% of callers give up before the call centre team can help them.

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