Netcall for the NHS & Healthcare

Put patients first

Treat the problems with your processes and give your patients the care they deserve with our suite of contact centre, low-code, RPA and messaging solutions.

Use cases for NHS and Healthcare

Appointment management and communications
Patients want a quick and easy way to manage their appointments. NHS staff want to easily manage the information and letters being sent to and from patients. And hospitals want to reduce DNAs, make the most of every clinic and save costs. Patient Hub does just that.
Appointment Management

Patient Hub provides a communications portal facilitating appointment management and consultation. The patient receives an SMS or an email, asking them to view their appointment information. This can be via a phone, in person or video appointment. Two-factor authentication then provides a secure log-in.

Patients easily accept, rebook or cancel their appointment. Rebooking and cancelling appointments is configured to your process. For example; patients pick another available appointment on the calendar, or contact a booking agent by phone or web chat. And patients can see relevant letters, documents and surveys that support the appointment.

See how Chesterfield Royal Hospital had a 66% take up in just 4 months Learn more about Patient Hub
Social distancing by using car parks for queueing

As hospitals open up in-person appointments, it’s crucial to maintain site safety. With physical distancing measures in place, there will be reduced seating, which means patients may have to go to wait elsewhere in the hospital, in their car or wait outside.

You can also check for symptoms prior to the patient leaving home to avoid wasted journeys. Allow patients to check in remotely and let reception know they have arrived before entering the hospital.

Read the feature sheet
Test results

The Patient Hub Result module allows you to deliver test results quickly, securely and discreetly. Once test results are uploaded into Patient Hub, the patient receives an SMS message that prompts them to log into their account. After a quick two-factor authentication check, they can view their results. It’s that simple.

See how NHS Lothian have used result Read the feature sheet
Digital letter management

Managing paper letters for appointments has always presented booking centre managers with a bit of a headache. Controlling the number and consistency is a challenge. Often managers use big spreadsheets to maintain control.

With digital letter templates, you can use conditional formatting to present every clinical department’s requirements. They are easy and fast to update or change. And there is an audit trail for every letter issued. Save time and prevent incorrect letters reaching patients.

See how Sheffield Children’s NHS Foundation Trust’s went from 400 to 4 templates
Surveys: Pre and post appointment

High waiting list numbers put every department under pressure. Overdue tests or X-rays mean patients can’t attend a scheduled appointment, and often you only know this as they walk through the door. Last minute updates are really disruptive and prevent other patients from using available slots.

When a patient is asked to return home unexpectedly without treatment due to a missing requirement, it causes stress. The hospital also has the added administration of arranging the next suitable date. The Surveys feature within Patient Hub captures patient attendance and other information digitally.

Download the full Surveys Feature Sheet here

Intelligent Automation
Everyone understands the ever-increasing demands in health and social care, but what’s the answer? Going digital is the only way to meet these needs at scale. You need a way to address all of your process issues with a single technology platform. Our Intelligent Automation for Health tools can help.

COVID has put a huge amount of pressure on the NHS. And vaccinations are an urgent national concern which were complex to manage. Together with University Hospital Southampton we quickly created an app to manage vaccinations and the reminders.

See how University Hospital Southampton created COVID response apps Learn more about our vaccination app
Waiting lists

During the pandemic, hospitals were being asked to contact patients to check if they still need their operations. The outcomes will help determine waiting list priorities. So we quickly created an app to help.

Patients are sent SMS messages and asked to provide a secure response online. Patients who did not initially respond are sent reminder SMS messages. Letters are then sent to any patients who haven’t provided mobile numbers. Those patients can then access the website, complete the survey, and provide their mobile number.

See it in action
Mass Testing

To support the mass testing effort for COVID-19, we have created this app alongside an NHS customer. The app, built on Liberty Create, will manage the entire process from the LAMP or Lateral Flow test, through to issuing results. And our new barcode scanning feature will be used to link patients to lab results.

Staff members who are required to take regular COVID-19 tests can simply log-in and submit their instant Lateral Flow test results. Or they can submit their swabs for a LAMP test by scanning the barcode on their sample before putting it in the post.

See it in action
Automate manual repetitive tasks

There are hundreds of small manual and repetitive tasks that staff have to undertake. Many of these tasks can be automated. For example when a patient has been discharged, the pharmacy needs to stop the dispensing of the medication they are on. This is currently a very manual and time-consuming task.

Using an RPA software robot to do this task improves efficiency of the pharmacy and staff moral as the task was very laborious and dull. 

Learn more

System integration
Most NHS estates have more than 300 legacy systems. That’s a lot to handle. We can simplify integration with existing systems, removing silos and providing a single version of the truth. Modern front-ends can be built to bring together data from multiple back-end systems, delivering information in a powerful and actionable way.
PKB – Patients Know Best

The Patients Know Best (PKB) personal health record and clinical portal platform provide digital access to a patient’s real-time health information to help them manage their care. In turn, Patient Hub facilitates appointments and consultations for smoother diary management.

By integrating the two solutions, patients can seamlessly manage their health data (including test results and care plans), appointments and consultations easily in one place.

Learn more
Video integrations

With video appointments becoming more prevalent, it’s good to know that we have an agnostic approach. We can easily use any video appointment tech you choose. We simply direct the patient using a link to their video, instead of a complex lengthy URL.

We also provide direct integration with your HCI local video libraries, so patients can get easy access to relevant information about their procedure.

See how Chesterfield Royal Hospital use “Attend Anywhere” with Patient Hub
ERS data

When patients are referred, the data needs to be taken from the ERS and input into the EPR. During this process, GPs often ask the clinicians in the Acute for advice and guidance about how to refer the patient. Once that patient is referred none of the conversation or information can be access via the EPR or PAS systems. So, it is not picked up by the clinician. There is no view of the history which can cause complications down the line.

RPA will be used to take out all the relevant conversations and documents from the ERS. We collate them all into one PDF to make it easier to access and read and then put this information into the EPR.

Learn more
PAS via HL7

A smooth patient journey is only possible within an integrated tech stack. We can help you pass real-time bidirectional data (where permitted) from the PAS to the patient.

Sometimes legacy tech does not come with the APIs required to facilitate the smooth transfer of data. Our intelligent on-premise adaptor is able to pull data in real-time from various sources to ensure a smooth patient journey.

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Booking centre
Separate systems make it hard to track a patient’s appointment history. This is annoying for your team and frustrating for patients if they have to repeat information continually. Our customer engagement solution brings all your patient conversations into one place. Patient experience improves, booking advisors productivity soars and call times reduce with features such as contextual screen-pops.
Ease congestion on your switchboard

The hospital switchboard is a busy place – internal calls, external calls, urgent calls, non-urgent calls. Waiting on hold is frustrating. ContactPortal routes calls to the right place, so your frontline staff can concentrate on more important tasks. Our Health Switchboard then steps in to route the remaining calls to the switchboard or your booking centre – your choice.

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Adding upfront messages to callers

Using an intelligent voice recognition bot can take the strain from your inbound calls especially in times of crisis. Messages can be added upfront with useful information which can reduce call demand. And you can separate out urgent calls.

See how Lancashire Teaching Hospitals NHS Foundation Trust deployed ContactPortal
Using chatbots for advice

During times of peak demand, such as the COVID crisis, patients are understandably worried and want advice. But this extra demand is putting healthcare under even more pressure. For simple questions such as, “When can I get my vaccination” or “Where is my nearest vaccination centre” why not use a chatbot on your website?

Learn more
Microsoft Teams integration

Using online collaboration tools such as Microsoft Teams has become the norm for a lot of healthcare organisations. So, to make life easier for staff our solutions are fully integrated. Agents work in one area. With Liberty Converse, you can route calls to agents over Teams, using either the integrated softphone, or a PSTN number – regardless of location.

Learn more

The system is flexible and easy to use, manage and maintain.