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Health Contact Centre and Patient Appointment Booking Management

Contact centres and booking desks are the front door to many African health services, shaping access and first impressions. This course develops the skills to run patient facing contact operations that handle appointments, enquiries and follow up efficiently. Participants learn scheduling rules, call handling standards, no show reduction and performance management for health booking teams.

What you will be able to do

  • Design appointment scheduling rules that maximise clinic utilisation.
  • Establish call handling and enquiry standards for patient contact teams.
  • Reduce no shows through reminders and confirmation processes.
  • Coordinate booking systems with clinical schedules and capacity.
  • Manage agent staffing, rostering and quality monitoring.
  • Track service level, access and patient satisfaction indicators.

Course outline

  1. 01Patient Access and Contact Channels
  2. 02Appointment Scheduling Rules and Templates
  3. 03Call and Enquiry Handling Standards
  4. 04No Show Reduction and Reminders
  5. 05Booking Systems and Clinical Capacity
  6. 06Agent Staffing and Rostering
  7. 07Quality Monitoring and Coaching
  8. 08Service Level and Access Reporting

Who should attend

This course suits contact centre supervisors, appointment desk managers, patient services coordinators and administrators managing health booking operations.

Dates, venues and fees

DatesVenueDaysFeeCalendar
17 to 18 Aug 2026Kampala2US$1,100
24 to 25 Aug 2026Dar es Salaam2US$1,100
31 Aug to 1 Sep 2026Pretoria2R10,000
7 to 8 Sep 2026Cape Town2R10,000
21 to 22 Sep 2026Online2US$900
28 to 29 Sep 2026Mozambique2US$1,100
5 to 6 Oct 2026Cairo2US$1,100
12 to 13 Oct 2026Accra2US$1,100
19 to 20 Oct 2026Lusaka2US$1,100
26 to 27 Oct 2026Kigali2US$1,100
2 to 3 Nov 2026Nairobi2US$1,100
9 to 10 Nov 2026Durban2R10,000
16 to 17 Nov 2026Johannesburg2R10,000
30 Nov to 1 Dec 2026Mauritius2US$1,100
7 to 8 Dec 2026Dubai2US$1,100
14 to 15 Dec 2026Lagos2US$1,100
21 to 22 Dec 2026Harare2US$1,100

Fees are per delegate. South African venues are priced in rand; other locations and online in US dollars. Fees exclude 15% VAT where applicable. Group bookings of three or more delegates from the same organisation qualify for a reduced rate; contact us for a quotation.

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