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Information for patients:
If you require urgent medical attention please call:
111
If you have an emergency 'life threatening' medical condition please call:
999

 

If you are a Greater Manchester resident and you require emergency dental treatment from 8am to 6pm Monday to Friday please call:
0161 476 9649
All other times please call:
0161 337 2246
If you are a Cheshire, Warrington, Wirral or Merseyside resident and you require emergency dental treatment please call:
0161 476 9651

 

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Call Centre and Care Co-ordination Services
Mastercall Healthcare is an experienced provider of managed call centre services (CCS) including a care co-ordination hub, which has been specifically developed to enhance the care and support we provide to our patients. We are committed to always going that extra mile to ensure the patients experience is optimised and, whenever clinically safe and appropriate, we support patients in the community or there homes, avoiding unnecessary hospital treatment.

Our CCS is supported by purpose designed premises and a state of the art unified communications solution incorporating a sophisticated Cisco telephony platform that provides a resilient infrastructure to support our call centre which operates 24/7, 365 days of the year.

We manage in excess of 750,000 inbound calls per annum across our various service streams.

Mastercall’s CCS team comprises of a multi-disciplinary team of highly skilled and experienced staff which includes trained call handlers, care co-ordinators, doctors, nurses, minor illness nurses and advanced nurse practitioners.

All of our call handlers receive Priority Guidelines Training which ensures that they are able to identify immediate life threatening conditions and can transfer or sign-post patients to the most appropriate service to meet their needs. This ensures patients/callers to the service receive the RIGHT CARE, in the RIGHT PLACE at the RIGHT TIME by a healthcare professional who is best placed to meet their needs.
The services streams covered by CCS include:

    • GP answering service (covering protected learning times/away-days/half-day cover)
    • Alternative to Transfer (Pathfinder) referral line
    • Dental Helpline
    • Community Intravenous Therapy referral line
    • Healthcare Professional Advice Line (offering direct support to allied healthcare professionals include District Nursing/Rapid Response Service, Health Visitors, North West Ambulance Service, Social Services, Nursing and Residential Homes, Hospices, Hospitals and Emergency Departments)
    • Patient Advice/support helpline
    • Care Co-ordination Service advice/support line including advance care plans
    • Patient Transport co-ordination service
    • Endoscopy Helpline


      For further information on how our purpose designed Call Centre Services and Care Co-ordination model could support your organisation/business please contact our Business Development Unit at This email address is being protected from spambots. You need JavaScript enabled to view it..



Working for us | Privacy Policy
Mastercall is an Equal Opportunities employer and all clinical and non-clinical positions are advertised online at NHS Jobs. For an informal discussion regarding an advertised position please contact the Human Resource Department on 0161 476 7006

Mastercall employees are eligible for NHS Superannuation.
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