A RADICAL overhaul has been ordered for an overworked call centre used by cancer sufferers, the disabled and kidney disease patients.

People using the Royal Preston Hospital service would often find themselves 'cut off' if an operator had not answered their call within six minutes.

Health chiefs, concerned at the impact on patients, then introduced a temporary 'call back' alternative in December, which allowed call centre staff to get back in touch with 3,700 patients or staff using the service.

But concerns emerged that this solution was both inconvenient for patients and an inefficient use of staff time.

Now this system is being overhauled again with the unveiling of a new business-rate 0844 number, which will go live tomorrow.

The call centre can be used by patients needing to rebook or discuss any aspect of their out-patient appointment for a range of conditions.

These include neurosurgery and neurology, oncology and complex cancer surgery, renal conditions, burns and plastic surgery, and disabled services, such as those requiring artificial limbs and wheelchairs.

While the call centre receives an average of around 100 calls per day, difficulties had emerged with the volume of patients or staff queries which could be dealt with at peak times.

Because of national telecommunications standards, unanswered calls would be automatically disconnected after six minutes.

The new service is being offered in conjunction with NTL Telewest, and will feature call queuing and 'hunting' mechanisms, which should ensure callers are not greeted with an engaged tone, or 'cut off'.

Mike Rose, business development director at the hospital, said: "It is anticipated that the new system will be in place by the weekend in order to perform a full testing of the system.

"Roll out will then take place and the old system will be removed by the end of March.

"When the system is in place, strict performance targets for answering calls will be set."