Official opening of a new Silver Chain call centre by Health Minister Kevin Prince

26/3/98

People of all ages throughout Western Australia requiring Silver Chain assistance will receive a much faster service following the official opening of a new call centre by Health Minister Kevin Prince today.

The new seven-day a week, 24-hour a day centre at Osborne Park is staffed by experienced customer service representatives using state-of-the-art technology to direct clients to Silver Chain's comprehensive health network.

"Call centres are fast becoming established world-wide and are now a vital resource when dealing with the delivery of customer services to a large number of people at any given time," Mr Prince said.

"Anyone in the community needing assistance with, or information about health services in their home can call Silver Chain. They can discuss their situation with a staff member who will direct them to the appropriate local Silver Chain service.

"The call centre provides immediate information and support and incoming calls are assessed and prioritised."

The Call Centre is presently handling 4,000 calls each week - 98 per cent of which are answered within 20 seconds.

The facility has the ability to link with other health service providers and users of the service and can be utilised from anywhere in the State.

Mr Prince said the new technology at the centre helped provide a more customer-focused service offering support to clients, Silver Chain staff and other agencies and health workers within the community.

"Silver Chain has served the Western Australian community for more than 90 years and is now the largest provider of community health services in this State and caters for people of all ages," the Minister said.

"Silver Chain is not only meeting the needs and changing demands of our ageing population but they also provide care to young people in schools, residential care, respite, grief support and palliative care services."

Anyone wishing to contact the Call Centre should telephone 9 242 0242.

Media contact: Kirsten Stoney 9221 1377 or Birute Greenhalgh 9242 0293