Countess of Chester Hospitals NHS Foundation Trust
improves patient service with Result

Download the full Countess of Chester Hospitals case study

The challenge

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.

Project outcomes

  • Relieved the pressure on existing staff
  • Results available for patients earlier
  • The clinic only contacts patients with positive results
  • 24x7 patient access to test results
  • 74% of calls are being answered completely by the Result system.

Significantly enhance your patient experience with Result

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The solution

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.

The result

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.

"The roll-out of Result went better than we thought possible which can be attributed to strong interdepartmental communication and the professionalism of all concerned."

Read the full Countess of Chester case study

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