Charles Burns, Salesforce Administrator
Every practitioner knows the importance of continuity of care. Ensuring everyone in the healthcare team has access to relevant information about their patient is the surest way to win their confidence and achieve the best outcome.
We believe continuity of customer care is important too. That’s why we’ve introduced Salesforce, a Customer Relationship Management (CRM) system, that automatically captures each interaction and ensures every query receives a timely and helpful response.
Much more is planned, but one of the first changes you’ll see is an online tool which you can use to raise and track queries with our Customer Services and Coding teams. The secure online form replaces our existing error log system but of course, you can still call us or email if you prefer.
You can find the new form on the Contact Us page. Once submitted you’ll get an email with a unique case number so you can follow the progress of your query. Meanwhile, we’ll allocate your case to a member of the team who’ll be happy to help.
We aim to solve customer queries as soon as possible and if appropriate, we can escalate cases to a senior colleague who can instantly see the details and steps already taken to resolve the matter. If you do need to speak to us, you won’t need to repeat anything.
We’ve also been working on some big improvements to our chatbot, Harley. Our intuitive solution uses smarter Artificial Intelligence (AI) to identify your requirements based on keywords and then proposes a solution. You’ll also be able to raise a query and check the status of existing queries by using your unique case number.