Patient Access Centre
The Patient Access Centre (PAC) provides a centralised telephone and administration service for Pinnacle practices. PAC can help reduce call waiting times, free up practice teams to focus on patients, and provide additional capacity during busy periods.
How PAC can support your practice
PAC can:
answer incoming patient calls
manage triage callback lists
book appointments
coordinate repeat prescription requests, recalls and reminders
transfer clinical queries to the practice team when needed
provide additional call capacity at peak times
support outbound campaigns
assist with administration, including accounts/credit, immunisation recalls, smears and patient history.
Why practices use PAC
Telephone access can be challenging in general practice, particularly first thing in the morning and after public holidays.
By moving some call handling away from reception, PAC can help practices:
reduce pressure on reception teams
improve the experience for patients at the front desk
reduce interruptions for nurses and other clinical staff
improve access for patients trying to contact their practice
create a calmer working environment for practice teams.
How it works
The PAC team works as an extension of the practice team from its Hamilton base and supports more than 120,000 enrolled patients.
Around 85 per cent of calls received by PAC are managed without needing to be transferred back to the practice.
Need more information?
Interested in whether PAC could work for your practice?
Get in touch with the PAC team to find out more.
Email PAC@phcl.health.nz