In case you missed it on UHN News:
For many, call centres are associated with telemarketing or internet customer service. But at the University Health Network, the stakes are much higher.
On any given day, a patient could be awaiting a procedure in Toronto General Hospital’s pre-operative room – then the phone rings.
It’s the Laboratory Medicine Program’s (LMP) Call Centre reporting a critical value to the patient’s treating clinician. The blood lab has found a low platelet count, which is an essential factor in blood clotting, and to ensure the safety of the patient, the procedure is being postponed.
This is one example of a call made by LMP’s Client Services Call Centre.