Integrated Urgent Care shortlisted for prestigious awards

We are delighted that our Integrated Urgent Care (IUC) call centres have been shortlisted as finalists for four prestigious awards at the European Contact Centre & Customer Service Awards 2020 (ECCCSA 2020).

“Following the substantial COVID-19 first wave response, we were able to demonstrate innovation and change in finding new ways of working to enhance our vital role in supporting the NHS. We made five category submissions to the ECCCSA 2020 as a first-ever entry to hopefully be able to gain the recognition our people deserve.

“I am delighted that we have been shortlisted as finalists for four out of the five. The hard work of the bid team and my teams’ input to putting into words just some of what we did, has helped us get this far, which in itself is a great achievement.”

Kevin Brown, our National IUC Director

IUC award categories

The four categories the IUC call centres have been shortlisted for are:

  1. Responding in a Crisis – Supporting Customers

Teams nominated: 111 Teams across 4 Contact Centres, Business Systems, COVID-19 Call Coordinator Response Team Bristol

  1. Responding in a Crisis – Supporting Colleagues

Teams nominated: Clinical Bridge, Bristol COVID-19 Call Coordinator Team, Training Team

  1. Responding in a Crisis – Providing Leadership

Teams nominated: Leadership Team / Emergency Planning Team / Clinical and Operational Bridge

  1. Responding in a Crisis – Best Partnership Solution

Teams nominated: Business Systems Team, Change and Continuous Improvement Team (CIT) and Strategic Leadership Team

Kevin explained what these awards signify for the IUC centres and Practice Plus Group:

“They don’t just recognise the tremendous work that our people from across the business did, but they showcase at a high level in the contact centre environment that we are innovative, care driven, passionate about what we do and here to support and deliver excellence of care for the NHS.”

Kevin Brown, our National IUC Director

IUC statistics

Here are some of the ways the IUC centres responded to the COVID-19 call:

“We chose to enter,” Kevin continued, “because we feel the work we did as an integrated urgent care provider, and much wider, was something that benefitted so many people and involved so many, was done at pace because of the situation and with huge energy and determination by all involved to help as many people and support our great NHS.”

Kevin Brown, our National IUC Director

The next stage of the awards process is for the IUC team to present their nomination to a panel of expert judges, this will be done virtually in late October and into November when final judging will take place.

The team are fully preparing themselves for the presentation to give them the best chance of winning. Something Kevin has said the team will do with gusto!

The winners of the ECCCSA 2020 awards will be announced Tuesday 16th March 2021.