Access to services improves across North Kent

More and more people across Dartford, Gravesham, Swanley and Swale (DGSS) are feeling the difference after Virgin Care has seen an improvement in support provided and call efficiency in its Care Coordination Centre (CCC).

Virgin Care’s Care Coordination Centre, based at Gravesham Community Hospital and staffed by health and care professionals, helps people access services by phone to help support the management of their health and social care

More than 7,000 calls were taken during December –– which was the highest total number of calls since the organisation took on the North Kent Adult Community Services and opened the CCC.

On average, call answering times has also improved, with more than 98% of calls answered within 30 seconds.

The team is also helping people more efficiently. People spent just under four minutes on the phone to the team in December, compared to nearly five minutes a year before in 2016. 

Justine Myton, Care Coordination Centre Operational Lead for Virgin Care, said: “The improvements are due to the team now able to see more details about a patient’s care following an update to the computer system.

“This helps them answer questions quicker and confirm details at the first point of contact in many more cases, and reduce the number of calls passed to clinical teams, freeing up clinicians to do what they do best.”

Virgin Care has also worked hard to increase the space available to the CCC team. In January, they moved into a new area at Gravesham Community Hospital. 

Justine added: “This is great for the team as they now have more room to expand and won’t feel as shut off from the rest of the Virgin Care team by moving into the same room as other colleagues.”

Virgin Care provides Adult Community Services in Dartford, Gravesham, Swanley and Swale areas, providing a wide range of services including community nursing and occupational therapy among others. Virgin Care began providing services in September 2016 on behalf of the local NHS.

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