Helpline Training Queries Procedure

Main helpline department (Bread Factory) will e-mail training (Coventry) with the following information:

• Practice User Number
• Contact Name
• Contact Telephone Number
• Email Address
• Details of Query
• Date of Call
• Log Number

This will then be forwarded by Coventry to the daily trainer taking helpline calls. If this is found not to be a training query it will be passed back to the main helpline and admin Coventry will be advised.

The trainer will call the practice to help resolve the query. When the call is resolved it will be closed and admin Coventry will be advised.

Should the caller not be available, admin Coventry will be advised. This will be forwarded to a daily trainer taking helpline calls twice more. After this time has elapsed an email will be sent to the practice asking if a response is still required and a best time to call.

If no further response has been provided by the customer within 5 working days the call will be closed.

Should a call not be resolved by the helpline trainer on that day and require further call. It will be passed back to Coventry and forwarded to the subsequent helpline trainer.

It will be at the trainers discretion to decide whether the query requires a training visit as it would take to much time to complete over the phone or the staff member has insufficient knowledge of the subject being advised upon. The query will be classed as closed with reference to the helpline log. However, details will be forwarded back to Coventry admin team to discuss training requirements for the practice and/or staff member.