The Trust’s Sexual Health department was under increasing pressure to achieve Government targets on the delivery of patient results. Often, 56% of patients calling for results received the engaged tone as the results line was only available for less than seven hours a week.
The Trust already used Netcall's ContactPortal™ and Liberty ContactCentre solutions and was keen to implement Result. It became apparent that a significant time saving could be made by transferring test results electronically instead of the existing paper system. Three departments (IT, Microbiology and Sexual Health) collaborated to ensure the best possible outcome.
Patients can now access the Result system 24x7, using a unique ID number and additional security questions. Depending on the individual's test results, the caller will be given instructions. If negative the caller will be informed by automated message that no further action is required. If the result is positive, they will be transferred to an advisor immediately.