Doctorcall

This week is Sexual Health Awareness Week, designed to ignite conversations on sexual health and the stigmas surrounding it, while sharing advice and important information with the people who need it. The theme this year is relationships, sex and disability. At Doctorcall, our sexual health clinics in London and Manchester provide a range of sexual health services, including private STD testing, providing you with advice and helping you to take charge of your health.

Sexual health is important to both men and women, yet sex remains an incredibly difficult topic to talk about for a lot of people, raising feelings of embarrassment and awkwardness. Campaigns such as Sexual Health Awareness Week help to shed light on the subject, whether it’s by promoting safe sex, sharing information about sexually transmitted infections (STIs) or promoting the importance of testing. 

In 2018, there were 447,694 diagnoses of STIs made in England, a 5% increase since 2017. London has the highest rate of STIs in England, with rates of new STI cases more prevalent in men (1,623 per 100,000) than women.

A discrete and supportive service

Many people with sexually transmitted infections do not get symptoms. If left untreated, however, STIs can affect your health, which means the sooner you get tested, the sooner you’ll be able to start treatment if it’s needed. The only way to learn if you have an STI is through a check-up.

At Doctorcall, our sexual health clinics provide a range of sexual health services, including private STD testing. We understand the importance of discretion when it comes to getting tested for STIs, and our doctors are here to help you all the way – you don’t have to give us any information you don’t want to, and you don’t even have to give us your real name.

Home testing kits

As well as in-clinic tests, we also provide STI Home Testing Kits that allow you to test for STIs in the discretion and comfort of your own home, meaning you don’t have to squeeze regular appointments into a busy work schedule.

Why book with us

Our clinics were founded in 1989 as the first private sexual health clinics in the UK. As a private clinic we often have same-day appointments available, meaning you won’t be waiting any longer that you need be. Our clinics are conveniently located, with two in London at Harley Street and London Wall as well as one in Manchester in St. Ann's Square in Manchester.

To book an appointment or to find out more about the sexual health services we provide at Doctorcall, visit:

www.doctorcall.co.uk/sexual-health/sexual-health-testing.

Follow #SHW19 to show your support for Sexual Health Awareness Week (Monday 16 September to Sunday 22 September)

Doctorcall has developed the first fully-functioning virtual call centre for doctors. Our system replaces call handlers, so patients and clients can log in and place calls directly into our system, seeing all the information including ETAs, doctor-tracking and real-time medical reports. The system is designed so that you do not need to identify yourself or re-agree our terms and conditions: All you need to do is 
log in, see what we can do to help and log your case including any specific instructions; we do the rest. Our system is smart so it learns from every case it handles. 
It has now handled over 10,000 cases, so it is already
more experienced than our most experienced call handlers.

 

Objectives

Our aim was to take human error and delay out of the equation and to use the experience of every case to enhance the handling of the next case so we could model the behaviour of the best call handlers to optimise case management.
In addition, we wanted to add new capability including prevailing traffic and remembering detailed specific instructions for thousands of different clients and patients.

Resources

We raised significant funds to develop a system designed to replace much of our back office. We identified a brilliant software developer who had relevant experience in logistics and an excellent record for innovation, but who was - unfortunately for us - based in Russia. We booked out our best administrators and doctors and we brought the software team over from Russia and worked closely with them on a first draft of the system. We then ran it alongside our existing systems whilst we fine-tuned it and eventually turned it on to replace the existing systems.

Impact

The results have been transformative: Providing instant accurate ETAs, real-time reports and identifying delays early to start pulling in back-up doctors has made our service far smoother and more efficient. We have now put over 10,000 patients through the system and they have been handled more efficiently than before. We still have a 24/7 team of administrators to manage exceptions but we have nevertheless been able to reduce staff numbers and to pass significant savings on to our Assistance Company clients: After decades of inflationary price increases, our prices have come down this year for the first time in our history.

Outcomes and Achievements

We now have a system that has distilled the knowledge and skill required to run a mobile urgent care service and we are in a position to roll it out to other territories. Medical innovation falls into a number of categories: Drugs, devices, surgical procedures, AI (Artificial Intelligence) doctors and AI doctors’ offices. Of these, our territory, AI doctors’ offices, is not the most glamorous but it makes a significant difference to healthcare delivery and we are proud to now be the leaders in it.

At Doctorcall we greatly value our customer feedback. That’s why we’re thrilled to announce our certified ‘Excellent’ rating on consumer review website Trustpilot, where we have been awarded a Trustscore of 4.7 out of 5.

This is based on over 350 reviews our company has collected on the review platform over the last 7 months. Since February, we have been delighted to read the comments and feedback left by our customers detailing their experiences with us.

‘Excellent’ 4.7 out of 5

Trustpilot is one of the leading review companies in the UK. The platform is open to everyone and allows customers to rank a company's service from 1-5. It collates all reviews left by customers over time to give the company an overall score out of 5, making our ‘Excellent’ 4.7 out of 5 Trustscore a measure of customer satisfaction rather than just a simple average score of all reviews we have collected so far.

How your feedback helps us

Every review left by our customers is incredibly valuable in helping to make sure we are delivering the best possible healthcare for our customers – and improving in areas where we can. Whether it’s praise for a particular member of staff, or a short comment about the care our customers have received from us, every feedback helps to shape our growth and success as a company.

We're committed to excellent care, and since 1989 our aim has been to deliver the best possible service for each of our patients rather than expecting them to follow the route set out for all. We strive to provide the best possible healthcare through our 24-hour visiting doctor services in London and by using modern, Western, evidence-based medicine in our private clinics across the UK.


‘The best Doctor/Patient interaction I have ever had’

Here is a short snippet of what people have to say about their experiences with us:

“Very quick response, charming and very thorough doctor, caring and I wouldn’t hesitate to use this service again.”

Marilyn Singer

“A thoroughly professional and efficient service with courteous and engaging Doctor and staff.”

Mark

“The response time of the doctor was amazingly quick … the diagnosis was accurate and the bedside manner wonderful…We had previously called around several of the competitors … Doctorcall was the most competitive we found.”

Robert Fairer

“Dr Jessen is an outstanding GP. He has a very rounded knowledge and has greatly contributed to my good health & fitness over the years. He is exactly what a top GP should be like. He also has a great sense of humour! … I'll be your customer for life!”

Nicholas Polo

“The best Doctor/Patient interaction that I have ever had!”

Mr Paul Jewell


Thank you

It’s always great to hear from our customers, and we would like to say a huge thank you to everyone who has taken the time to leave us a review over on Trustpilot. We like to keep engaged with our customers, and whether good or bad, your feedback is always incredibly valuable to us.

You can read more of our Trustpilot reviews here https://uk.trustpilot.com/review/doctorcall.co.uk.