The LifeCome Hospitals Call Centre and Help Desk should guide patients and families through appointments, registration, service information, HMO access, billing, complaints and care navigation.
Appointment guidance, clinic schedules, provider directions, patient registration, HMO desk contacts, billing questions, diaspora care enquiries, complaint routing and general hospital information.
The help desk cannot diagnose conditions, replace clinical consultation, guarantee emergency response through web chat or override clinical decisions.
Name, phone number, patient number if known, appointment date, clinic/service, HMO details and a clear description of the issue.
Urgent access issues, complaints, emergency verification and safety concerns should be escalated according to approved protocols.
Help desk interactions should be logged so that recurring issues can be analysed and improved.