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Table 1 Information about the generic call-centre

From: A qualitative study of employees’ opinions on establishing a generic call-centre

The generic call-centre will be the point of a contact for all unplanned health inquires for the population in the involved municipalities. Based on the judgment of the call handlers, the patients will get their problems solved over the phone, they will get an appointment with the GP at the stationary Out-of-Hours GP service or receive a visit from the ambulant GP service or safety alarm.

It will be staffed 24/7 with competent employees, using standardized decision support systems to ensure uniform handling of all inquiries.

It is estimated that 80% of the inquiries can be solved on the telephone, resulting in a reduction of face-to-face GP consultations and unplanned hospital admissions.