1 CASE STUDY Call Handling in Children and Young People’s Service Background Meridian engaged in work with this Trust on the third occasion, working with Children and Young People’s Service, with the aim of reducing the amount of unanswered calls and complaints made due to communication. Prior to Meridian becoming involved in the project, the admin team were handling calls, each locality had their own approach and an average of 17% of calls were missed, with up to 38% in one of the localities. Study Findings The Trust were happy to start working with Meridian again, without an analysis being carried out. As the area of work was small, they were well aware of the problems that existed and the project would involve the implementation of a new servi

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