Netcall > Case Studies > Imperial College Healthcare NHS Trust: Enhancing Patient Experience with IoT

Imperial College Healthcare NHS Trust: Enhancing Patient Experience with IoT

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Technology Category
  • Automation & Control - Electric Drives & Control
Applicable Industries
  • Healthcare & Hospitals
Applicable Functions
  • Quality Assurance
Use Cases
  • Demand Planning & Forecasting
  • Time Sensitive Networking
Services
  • Testing & Certification
  • Training
About The Customer
Imperial College Healthcare NHS Trust is one of the largest trusts in the UK, providing acute and specialist healthcare to approximately 1.5 million people every year across five busy sites in north-west London. The trust's Central Booking Outpatients, Admissions and Switchboard teams are housed in one building. The Switchboard alone used to handle an average of 11,500 interactions a day. However, the trust was struggling to manage patient contacts effectively due to call fluctuations and siloed departments, which often left upwards of 800 calls unanswered.
The Challenge
Imperial College Healthcare NHS Trust, one of the UK's largest trusts, was facing a significant challenge in managing patient contacts across their Central Booking Outpatients, Admissions and Switchboard teams. The trust provides acute and specialist healthcare to approximately 1.5 million people every year across five busy sites in north-west London. The Switchboard alone used to handle an average of 11,500 interactions a day. However, call fluctuations and siloed departments made it difficult to meet daily demand, leaving upwards of 800 calls unanswered at times. These missed calls not only represented a lost opportunity to free up availability of limited clinical resources but also resulted in a significant amount of failure demand. The trust needed a contact centre solution that would allow them to manage their patient contacts more effectively, delivering an omnichannel digital service without the need for extra headcount.
The Solution
Imperial College Healthcare NHS Trust implemented Liberty Converse, an omnichannel contact centre solution, to manage their patient contacts more effectively. This solution drives continuous improvement by empowering agents to 'own' and enhance performance. Supervisors listen to call recordings and maintain quality standards through training. Patient Service Centre Supervisors manage large teams of 20-50 agents and monitor call queues, with instant visibility across the whole team, whether on-site or remote. Every agent uses an activity code, so they can make changes or pull in more agents with the right skills. For outpatients, when queues reach a certain level, callers are offered a call back, helping to alleviate pressure on agents and offer proactive patient contact. As a fully digitised service, agents can work from anywhere, providing a quality-focused service. Agents use a single dashboard to view various metrics, including the number of answered calls, call redirects, abandoned calls and their percentage, current average wait time, current longest wait, calls waiting, and supervisor availability for immediate authorisation/advice.
Operational Impact
  • The implementation of Liberty Converse has significantly improved the operational efficiency of Imperial College Healthcare NHS Trust. The solution has enabled the trust to handle multiple skill and queue types effectively, reducing the number of unanswered calls and improving the patient experience. The digitised service allows agents to work from anywhere, providing a quality-focused service. The use of activity codes enables supervisors to make changes or pull in more agents with the right skills as needed. The solution has also helped alleviate pressure on agents by offering a call back to outpatients when queues reach a certain level. This proactive patient contact has further enhanced the patient experience.
Quantitative Benefit
  • 95% of calls are answered within 1 minute
  • Call abandon rate is under 5%
  • The team has been freed up to do other patient admin tasks

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