29th May 2025
Across the NHS, the pressure on frontline services continues to grow. Every day, thousands of patients reach out – seeking appointments, updates or urgent care. Yet too often, they encounter long waits, dropped calls and fragmented experiences. These challenges are not just operational – they’re deeply human.
At Netcall, we’ve had the privilege of working alongside NHS Trusts to help address these issues head-on. Our mission is to support healthcare providers in delivering smarter, more responsive services through the power of AI in NHS Patient Services, automation and intelligent case management.
We believe that access to care should be seamless, intelligent and compassionate. That’s why we’ve developed and deployed AI-powered Patient Service Centres – a model that blends automation, case management and human insight to deliver a radically improved experience for both patients and staff.
This isn’t about replacing people with technology. It’s about empowering NHS teams to focus on what matters most: Delivering care. The future of patient access isn’t a distant vision – it’s already here. And it’s powered by AI, automation and a fierce commitment to doing better.
Using AI in the NHS isn’t just about cutting costs or speeding up processes. It’s about reimagining patient access, empowering frontline staff and building services that are fit for the future. From intelligent call handling to automated case management, AI is already unlocking new levels of efficiency and care quality. When implemented thoughtfully, it doesn’t just support NHS teams, it transforms how they work.
Every day, NHS Trusts handle tens of thousands of patient calls. Many go unanswered. Many more are bounced between departments. The result? Frustrated patients, demoralised staff and wasted clinical time.
But we’ve seen what’s possible when a different approach is taken and AI is used in the NHS.
By replacing legacy switchboards with cloud-native platforms, like Liberty Converse, that think, learn and act, our NHS partners have been able to resolve routine queries instantly. Integrating AI, voice automation and real-time dashboards enables intelligent call routing and agents to have full context before they even say “hello”, this has reduced call abandonment by thousands per week and ensured that more than 80% of calls are answered within a minute.
However, only using AI in the NHS alone isn’t enough. The real transformation happens when it’s paired with automated case management.
We’ve helped Trusts implement unified dashboards where staff can log calls, update records, book appointments and even arrange transport – all in real-time.
At one large Trust, for example, the projected savings from eliminating repetitive admin tasks exceed 16,000 staff hours annually – a significant operational benefit that also improves staff wellbeing. This use of AI in NHS Patient Services represents much more than incredible efficiency; it’s liberating for the Trust.
This isn’t a one-size-fits-all solution when it comes to using AI in NHS Patient Services.
Liberty Converse is a flexible, scalable model that’s already delivering results across a wide range of NHS Trusts – urban and rural, large and mid-sized.
Our AI chatbots speak 75+ languages, offering 24/7 support to patients in their native tongue. Our integrations with electronic patient records are laying the groundwork for predictive, personalised care.
This is what transformation looks like when it’s done right. It’s digital inclusion at scale.
As Integrated Care Boards (ICBs) work to unify services and improve outcomes, the concept of a Virtual Patient Service Centre is emerging as a powerful enabler. It creates a single, intelligent entry point for all patient access needs – regardless of geography or department.
We’re proud to be supporting NHS leaders in making this vision of AI-powered automation in the NHS a reality.
“At Netcall, we see our role not just as a technology provider, but as a strategic partner. We work closely with NHS organisations to ensure that every digital investment delivers measurable impact – improving patient experience, operational resilience and staff wellbeing.”
Mark Gannon
Director of Client Solutions, Netcall
Our AI chatbots speak 75+ languages, offering 24/7 support to patients in their native tongue. Our integrations with electronic patient records are laying the groundwork for predictive, personalised care.
By building smarter, more agile Patient Service Centres – guided by the success of early adopters and tailored to local needs – we’re helping to create a sustainable model for modern care delivery that meets today’s demands and is ready for tomorrow’s challenges.
The future of patient access is no longer a distant goal. It’s happening now. And we’re here to help lead the way.
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Discovering the value of process mapping in the NHS is an obvious step for many Trusts looking to address challenges. From improving patient communication and engagement to staff productivity and morale – the drive to spot opportunities for change has never been stronger.
In his latest blog post, John Clarke discusses the transformative power of process mapping in healthcare.
Netcall’s enhancements to our patient engagement Portal, Patient Hub, have significantly boosted letter read rates by 29%! Meaning more patients are engaging with important information, improving both safety and outcomes. Our ongoing commitment to feedback-driven improvements aims to reach a 70% read rate, ensuring even better patient experiences.
Keep up with regular news from Netcall – you’ll hear about cut-through process automation and communications solutions to help you achieve your business goals faster.
Discover how AI-powered services can support NHS transformation today
