June 30, 2020 / by RelateCare | Communicating Better Health / Blog, employee engagement, Services, Thought Leadership
The nature of healthcare contact centres is changing at a rapid pace. Patients are becoming increasingly comfortable with online self-service tools. The remaining live calls to contact centres are often quite complex to resolve, and so, in order to provide consistent high-quality patient experiences, it is necessary to have experienced, knowledgeable patient service representatives with […]
Read more
Continuous Improvement Team Shave Heads for a Good Cause!
April 16, 2021 / by Dr. Robert Grant / Blog, employee engagement, Events, Fundraising
In an act of kindness and solidarity, the RelateCare Continuous Improvement Team have gone bald and shaved their heads to raise money for the Irish Kidney Association (IKA). The chosen charity is not without meaning as our colleague of 11 years, Hugh Magee, has been receiving incredible support from the IKA this past few years […]
Read more
A ‘Lean’ Philosophy and Culture: Continuous Improvement in the Healthcare Contact Center (Part 2)
January 27, 2021 / by Dr. Robert Grant / Contact Center, Continuous Improvement, employee engagement, Lean, Patient Access, Services, Thought Leadership
In the first part of our series, we looked at the philosophy behind the culture of ‘Lean’ in RelateCare through the establishment of our Continuous Improvement Division. In this second part, we go a little deeper. Inspired by a presentation from our CEO, Conor O’Byrne at the recent Enterprise Excellence Conference on Global Leadership […]
Read more
A ‘Lean’ Philosophy and Culture: Continuous Improvement in the Healthcare Contact Center (Part I)
January 14, 2021 / by Dr. Robert Grant / Blog, Contact Center, Continuous Improvement, employee engagement, Lean, Patient Access, Thought Leadership
In this two-part series, we take an in-depth look at RelateCare’s Continuous Improvement Division, which is dedicated to the integration of a ‘Lean’ philosophy and culture into our healthcare contact center solutions and operations. In the first part of the series, we explore the origins and background of the Continuous Improvement Division in RelateCare, why […]
Read more
The Evolving Methods of Training in the Contact Center
December 2, 2020 / by Dr. Robert Grant / Contact Center, employee engagement, Patient Access, Thought Leadership, training
Customer expectations for service are constantly increasing, and this is the case in all industries, from banking to communications, and particularly in healthcare. It is no longer enough to simply ‘give an answer’ or direct the customer or patient to the right place. The contact center must offer a complete customer experience where the quality […]
Read more
Employee Survey: Working from Home.
July 9, 2020 / by Dr. Robert Grant / employee engagement, Services, Thought Leadership, Uncategorized
As we emerge, hopefully and with caution, from a historic global lockdown we at RelateCare are beginning to reflect upon the magnitude and scale of what happened, but also our reaction and response. What did we learn? What can we take forward? This is not to say that we are in the clear, or that […]
Read more
The Value of Employee Engagement within the Healthcare Contact Centre
June 30, 2020 / by RelateCare | Communicating Better Health / Blog, employee engagement, Services, Thought Leadership
The nature of healthcare contact centres is changing at a rapid pace. Patients are becoming increasingly comfortable with online self-service tools. The remaining live calls to contact centres are often quite complex to resolve, and so, in order to provide consistent high-quality patient experiences, it is necessary to have experienced, knowledgeable patient service representatives with […]
Read more