Main purpose of the implemented Contact Center is to make appointments scheduling easier, tand to reduce patients' waiting time. Because of great demand, appointments for ultrasound and x-ray exams are given special care. Using the priority system, patients that have higher priority are called-in before those that have lower priority, and can wait a bit longer. The other function of the system is to give general information. The operators can give initial triage (direct patients to adequate departments) and give information on doctors' work schedule. Before the appointment, operators patients how to prepare for the exam.
Contact center is also used as a giant “switchboard” for the rest of the Health Center. In case a patient, besides appointment scheduling, needs additional medical consultation the operator can redirect the call to the requested physician, or medical technician. Contact center can be a great place to get patients' opinions and suggestions for improving the services and healthcare quality, and consequently raise citizens' satisfaction.
So called “outgoing campaigns” are used for prevention purposes. Contact center operators call patients and schedule appointments according to their gender and age – preventive gynecological exams for early breast and cervical cancer detection, as well as exams for early detection of colon cancer.