24/7 Clinical Call Handling and Message Routing Service

This opportunity seeks a service provider to deliver round-the-clock call handling and message management for a Citywide Messaging Service. The supplier will receive all incoming messages and referrals for members of the Trust's Integrated Multidisciplinary Community Teams (IMTs) within the Adults & Community Division. Key responsibilities include: monitoring and categorizing messages by clinical urgency, following established escalation protocols, directing referrals to the appropriate referral management centre or clinical team, and ensuring immediate prioritization based on patient clinical need. The service acts as a central hub to streamline communication and ensure efficient triage of clinical inquiries to the correct multidisciplinary team. This is a critical infrastructure service supporting seamless coordination across community health teams.