Escalation and safety
How urgent calls reach a person, warm transfers and what the agent never does.
- How urgent calls reach a personHow 2care sorts every call into a routing lane, where emergencies and clinical questions are sent, and how to set the paths your practice uses.
- Warm transfer to staffWhat a warm transfer is, what your staff receive when a call is handed over, and how to choose who takes transferred calls at your practice.
- What the agent never doesThe tasks 2care always hands to your staff, including clinical advice, results and medication decisions, and how each one reaches your team.
- Refill and results requestsHow 2care takes down refill and result requests, where they are routed at your practice, and what your team receives to act on them.