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GOOD HOSPITAL PRACTICE

GOOD HOSPITAL PRACTICE

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The QM manual for the entire hospital

4.2.03 Central information point

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Goal and purpose

The hospital should set up a central contact point. Callers' concerns should be recognised there and forwarded to the relevant departments. Technical requirements for the rapid acceptance of calls with forwarding, call centres etc. must be met. If staff are employed under temporary or agency contracts, these contractual relationships should be regulated and set out in a VA. Processing of enquiries A procedure should be defined for processing telephone and written enquiries. In the case of telephone enquiries in particular, the caller should not be "passed on" from one office to the next throughout the organisation.

Application

Description of the process

Risks

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Time required

Documentation

Responsibility and qualification

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Applicable documents

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