Back Ground

Surrey and Borders Partnership NHS Foundation Trust is the leading provider of health and social care services for people of all ages with mental health problems, drug and alcohol problems and learning disabilities in Surrey and North East Hampshire. Services are provided in community settings, hospitals and residential homes with an emphasis on providing local treatment and support close to people’s homes wherever possible.
They Employ 2,300 staff across 56 sites and serve a population of 1.3 million.


Surrey and Borders Partnership NHS Foundation Trust required a solution for people calling or texting in, needing help in the Surrey area.
The system needed to be run over standard BT phone lines with standard ADSL internet connections and needed to be easy for agents to use with full support available 24 hours a day 365 days a year.
Because of the confidential nature of the helpline, the system needed to be confidential and not pass on telephone numbers either by phone or text to the agents working on the helpline.

The system also needed to provide detailed management statistics to assist with funding.


Call Handling’s Virtual Call Centre was chosen and was live within just 7 days.
With just one on-site training day agents were able to confidently use the system.
Agents use standard BT telephone lines to login in from to take calls and use a simple web interface to answer any text messages.
The Virtual Call Centre complied with the NHS N3 gateway meaning no changes had to made by the ICT team to access the service.
All telephone numbers are suppressed from agents but managers can access the data should they need to.
Managers can download reports on all activity in real time for any data ranges via a secure web portal.


Call Handling’s communications solutions require no firewall access/ upgrade requirements. The telephony integrates in with any phone system in a matter of minutes and every solution is tailored to each organisation. Demonstrations and trials can be arranges to ensure that the service is exactly what is required before any commitment is required.