News
Imperial College & Hillingdon Hospitals Transform Patient Engagement with New Digital Service Centre
21 September 2026
Patients across North West London are finding it easier to manage their care, following the launch of a new AI-powered, digitally enabled Patient Service Centre by Imperial College Healthcare NHS Trust with The Hillingdon Hospitals NHS Foundation Trust.
Delivered as part of the North West London (NWL) Acute Provider Group programme, the new service gives patients more control over how they access administrative support. Whether booking appointments, asking questions, or managing follow-ups, patients can now choose to interact by phone, email, web chat, or messaging, without repeating information or experiencing delays.
The new platform is delivered through Netcall’s Patient Relationship Management (PRM) solution, integrated with its contact centre technology, bringing patient data, communication channels and workflows into one system. This creates a more connected experience for patients and equips staff with the insight they need to respond quickly and effectively.
“With the launch of our new Netcall platform, we are strengthening the Patient Service Centre to deliver faster, fairer and more responsive care. This reflects our commitment to kindness, collaboration and excellence, ensuring every patient experience aligns with our Trust values.”
Daniel Pass
General Manager, Outpatients at Imperial College Healthcare NHS Trust
“With the launch of our new Netcall platform, we are strengthening the Patient Service Centre to deliver faster, fairer and more responsive care. This reflects our commitment to kindness, collaboration and excellence, ensuring every patient experience aligns with our Trust values.”
John Wintour-Pittom
NWL Deputy Chief Information Officer and Trust Director of ICT
A new standard for patient engagement
The new Patient Service Centre introduces a more connected and responsive way of working. Patients can move seamlessly between communication channels without repeating information, while staff have a single, real-time view of each interaction. This reduces handoffs, cuts delays and allows teams to resolve queries more efficiently. Routine tasks are also automated, freeing up staff to focus on more complex patient needs.
Early results show meaningful improvements for both patients and staff. Patients are receiving faster responses and more personalised support, regardless of how they choose to get in touch. At the same time, administrative pressure on staff is reduced, allowing more time to focus on patient care.
Building the foundation for future NHS services
At the core of the transformation is Netcall’s PRM solution, which brings together previously disconnected systems, patient data, and communication channels. Combined with Netcall’s contact centre technology, Liberty Converse this creates a single, joined-up service environment that supports both patients and staff in real time.
This foundation opens the door to future innovation, including proactive patient outreach, predictive insights and expanded virtual care services. It also provides a scalable model for other NHS Trusts and Integrated Care Boards looking to improve access, reduce operational pressure and deliver more coordinated care.
AI supporting better outcomes
AI capabilities, enabled through Netcall’s platform, are embedded across the service to improve both patient and staff experience. Patients can describe their needs in their own words and are directed to the right team more quickly, reducing wait times and improving first-time resolution. Digital channels support communication in over 75 languages, improving accessibility for diverse communities.
Staff are supported with real-time guidance and patient context, helping them resolve queries faster and more consistently. Automated services handle common requests instantly, giving patients access to answers and support 24/7 while freeing up teams to focus on more complex or urgent cases. With patient consent, the new service also enables secure video support from smartphones, enabling more responsive remote care.
Importantly, the platform supports continuous improvement through built-in feedback and insight tools. Automated post-interaction surveys capture patient sentiment, while AI-generated call transcriptions provide a clearer view of performance and recurring issues. These insights help teams refine processes, improve training, and ensure the service continues to evolve in line with patient needs.
By seamlessly connecting legacy systems and equipping staff with real-time relationship and knowledge-based insights, the Trusts are now unlocking powerful capabilities that have long been standard in other industries – bringing a new level of efficiency, responsiveness and patient-centred care to the healthcare sector.
Article published in Digital Health, Intelligent Health Tech and London Daily News.