Make an appointment with a Cham health professional (Center hospitalier de l’Agglomération montargoise) will soon be childishly simple. It will suffice to dial a single number: the 02.38.95.90.85.
This will then refer you to the hospital centre’s telephone platform, on which the various medical specialties have been, over the past few months, gradually grouped.
Twenty-seven different secretariats previously
Neurology, anesthesia, ophthalmology… No less than sixteen reasons for consultation have already been transferred to this line. About ten more will follow in the coming months.
“This platform allows professionalize appointment scheduling“, rejoices Dr. Cyrille Massyn, head of the medical secretariats of the hospital. A notable development for the Cham who, not long ago, still had as many lines as there are medical specialties, ie twenty-seven.
“Simplicity, speed, better follow-up …”
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“Such a call center exists in very few establishments in France. It offers many benefits for patients : simplicity, speed, better follow-up … The patient wants a consultation, he only has one number to dial. It can even make appointments in different specialties with just one phone call“, praises the doctor.
The call center is equipped with nine posts on which a dozen secretaries take turns. On a rotating basis, they also support professionals during consultations, take care of the physical reception of patients as well as the administrative follow-up of their file.
Global patient care
“This course allows a overall patient care, from making an appointment until leaving. This is’a robust and responsive solution“, emphasizes Dr Massyn.
And with nearly 4,800 calls per month, Cham has not done things by halves. Premises have been refurbished and soundproofed specially to host the platform while a manager, Céline Lardy, has been recruited to supervise this new pole.
A health center project
“As soon as a reason for consultation passes through the call center, we organize an exchange with the secretary who was in charge of the specialty. This explains the specifics of her position and gives the team a sheet with the different questions to ask“, says Céline Lardy.
No waiting time!
Another positive point, on this platform, there will be no waiting time! Indeed, due to the large number of incoming calls, a system of reminders has been instituted.
“At the end of 2 minutes 30 without answer, the line proposes directly to the patient to be called back. It stays in the queue order and is contacted by an operator as soon as she is available“Says Céline Lardy. No more long minutes to wait before finally having someone on the phone.
“This platform is part of a process of streamlining the patient journey in Cham, concludes Jean-Luc Davigo, director of the Amilly hospital. We will continue on this path with the possibility, by the end of the year, to make appointments on the Internet via the Doctolib website.”
Specialties
Sixteen reasons for consultation are already going through the call center: anesthesia, blood samples, PCR tests, dressings, electroencephalograms, bleeding, general and digestive surgery, ENT surgery, orthopedic surgery, gastroenterology, hypnosis, neurology, ophthalmology, pneumology, rheumatology, stomatherapy. Note that some specialties will keep their own line due to their specificities.
In numbers
150.000. This is the number of outpatient consultations performed each year at the Amilly hospital center. 23.100. This is the number of calls received by the new platform since January 1, 2021, or nearly 4,800 per month.
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Sebastien ortiz
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