Effectiveness of Med-education Training for the Contact Centre Team of Health Net Global (Apollo Hospitals)

Abstract

Introduction: Healthcare contact centres receive calls of different nature (Appointments related, Diagnostics, Treatment, Surgeries and General health Enquiries etc.,) and the majority of the agents working in these centres come from non-medical backgrounds. This knowledge gap can be bridged by providing structured medical education training to the contact centre agents. Aim/Objectives: The aim of this study is to evaluate the effectiveness of providing medical education training to contact centre agents in order to reduce the knowledge gap and improve their ability to assist callers with medical issues. Method: Standardized medical education training was provided to contact centre agents in the form of lecture videos. A survey and summative evaluation were conducted to assess the agents’ learning outcomes and satisfaction. Result: The survey results indicated that the medical education training provided to the contact centre agents was beneficial and helped them to better assist callers with medical issues. However, some areas for improvement were also identified. Conclusion: The provision of structured medical education training to contact centre agents can reduce the knowledge gap and improve their ability to assist callers with medical issues. The results of this study indicate that this training can be beneficial and sustainable, with potential for growth in the market.