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It’s essential that the patient’s experience of referrals, from seeing their GP to attending their first hospital appointment, is as streamlined and straightforward as possible.

NHS Midlands and Lancashire CSU offers a dedicated call centre to manage referrals for clients including Clinical Commissioning Groups (CCGs), their member GPs, dentists and optometrists.

Our Referral Management Centre employs more than 50 staff. These include specialist call handlers and administrators with vast experience in customer service, mostly gained within the NHS.

Our service is available Monday to Friday from 8am to 6pm.

In the three months between January and March 2016, our team handled 58,000 incoming calls, 95 per cent of these calls were handled within 45 seconds. Thirty seven per cent of the calls were about transport, with the remaining associated with referral management.

In addition, our call handlers contact patients to discuss their choice of provider and book appointments for them.

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