Česky
"On average, about 12,000 calls are handled per month," says Tomáš Petsinis, the Deputy Director of Operations and Technical Services at Hořovice Hospital. "The new system allows us to handle up to 96% of calls within 15 seconds. At Hořovice Hospital we are constantly trying to improve both medical and operational services," he adds.
"The current call centre setup and call transfer is optimised as much as possible according to the recommendations of telephone specialists. Further optimisations will be made based on the analysis of calls made," says Jan Dobrý, head of the IT department.
"We have a total of eleven receptionists. There are 3-4 receptionists available for the call centre, the others check in patients who come in person or leave the emergency room after an examination. As part of the call line, we also call back for missed calls. We try to do our best to handle patients' requests, whether it is an appointment or a request for information," says Jana Bielková, head of the reception.
