Out of hours services are at the heart of Harmoni's service delivery model, and have been our core business since we started out in 1996. Since then, in line with changes to the political, economic and health landscapes, our service offerings have developed and grown. Urgent healthcare services, and their interface with other health and social care provision, is now our focus and will be, we believe, for the forseeable future.
Harmoni's service delivery model has six key components: access, assessment, signposting and booking of appointments, treatment, self management and planning. Each component of the service is supported by IT, telephony and business systems that enable business wide efficiencies and economies of scale. The suite of services includes:
• Out of hours services
• Single point of access
• Referral management centres
• 111 services
• Urgent care centres
• Offender healthcare
Service modeling and service design
Patients are at the heart of Harmoni's service design, and our aim is always to deliver a service of the highest quality and value for money that we can. In order to ensure that this is achieved 100% of the time, our service design methodology is underpinned by sophisticated analytical framework tools. For speedy and effective call handling, all our call centre modelling is based on the analysis of call demand and capacity utilisation rates using the "Erlang Model".
The Erlang Model allows staffing requirements to be calculated on the predicted number of calls and the experiantial data that we have accrued across our services. This data evidences how long each element of a call takes as well as factoring in the KPI standard or contractual requirements.
By applying the Erlang Model, we are able to clearly assess the staffing requirement for our call centres, along with the number of telephone lines required to service the call centre for incoming and outgoing calls.
Harmoni has a dedicated service design team, with particular expertise in demand management, who work with commissioners and stakeholders to design services that meet commissioners requirements.