Customer Services - Call Script

This manual will explain how to deal with all different call types.

Incoming Call Script

o Answer all incoming calls within 90 seconds

o Greet Caller ‘Good Morning /Afternoon Medequip, XXX speaking, how can I help

o Ask the caller for the Postcode and Surname and ask them to confirm their first line of there address once you have it on your screen.

o If a prescriber calls, ask if they have checked TCES or refer them to CSS helpdesk if they are unsure how to use TCES

o When booking an activity, confirm the mobile number for the SMS service and advise them they will get a confirmed timeslot the morning of the activity.

o If they are calling for a repair, refer to MQD99 checklist before sending a technician out and if the job is booked, refer to MQD102 so the technician can be made aware the type of property they are attending

o End your call with ‘Is there anything else I can help you with today’

o If we have not then continued call until we have.

Outbound Call Script

Please remember to read your notes before you make that call, these are very important as there could be vital information on them about this activity.

o Greet Service User/Family ‘Good Morning /Afternoon This is XXX from Medequip’ ‘Please note that our calls are recorded for training and monitoring purposes’

o Please can I confirm that I am speaking to (service users name) and if you have been asked to contact another person, confirm who you are speaking to and ask if you have consent to speak on behalf of the service user

o We have a (del/col/repair/PPM) of (list the item(s) and would like to complete this on (25/12/2016), is this convenient for you

o Confirm Address and Mobile number for SMS service

o When booked, advise them the but they will get a confirmed timeslot the morning of the activity

o When booking the beds and risers, refer to MQD102 so the technician is made aware of the type of property they are attending

o End the call with a courteous manner

Customer Services delivery arrangement guide

Is the property a house or a flat?

Is there a lift available?
o If not how many flights of stairs?
o Is there a stair lift fitted to the stairs?

Is the room ready – is there sufficient space available?
o If not then we will not deliver
o We are not able to assist with moving furniture at a property this needs to be completed before we can deliver. The customer should be advised to contact the care worker/social services/district nurse to arrange for space if the customer does not have any assistance available to help them prepare. moving existing furniture is not an expectation of Medequip’s technicians
and is not a part of our agreed contractual terms

Riser-recliners – is there a plug socket available?
o We are not able to use an extension lead to provide power to the chair.

Repairs –
o What are we repairing?
o Check the (stock) code of the item
o Check the history of the item
o If we do not know – ask the customer

Joint visits or access via carer –
• If access via carer at what time will the carer be with the customer?

Emergency Check List

By checking off the below points before arranging a repair you may be able to help the service user instantly.

For all equipment the first thing to check is all items are plugged in correctly

Mattress/Cushion
Has the CPR tag been pulled out or move accidently? - Ensure the CPR tag is securely in
Is the pump switched on?
Are all Hoses connected correctly?
Is the pump on the correct setting?
If the client is bed-bound? Medequip must be made aware of this as the item cannot be repaired or replaced with the service user using the equipment

Beds
Is the hand control connected?
Has the fob at the base of the handle control been swiped (This feature is on most new beds)?
Are all leads pushed in correctly?
What is the item fault? This way before the engineers attends he will be able to gather and parts or new items needed.

Hoists
Is the emergency stop button pulled out?
Is it unplugged - All hoists must be unplugged to work
Is the hand control pushed in fully?
Is the battery charged
Is the battery connected correctly?

Riser Recliners
Is the hand control connected?
is the key in the hand control
Are all leads connected correctly into the power box under the chair?