Sunderland City Council deploy automated telephony to support incoming CQC Inspections

Sunderland City Council are in the final stages of developing an automated telephony service to regularly contact service users and bring their feedback into the ASC planning process, as well as be able to evidence ongoing engagement to CQC inspectors. In addition to the CQC script, the calls will automatically contact people two weeks prior to their annual review, to start the conversation and get people prepared for the review process. 

The Contact&Connect: CQC service will be the third automated telephony service Sunderland has launched (following success with Reablement and calls to drive the return of community loan equipment), and on a recent session Julie Lynn (Business Development Manager for Adult Social Services at Sunderland City Council), describes her motivations for the new service, the benefits to service users, workforce and the authority. 

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