Imperial College Healthcare NHS Trust is one of the UK’s largest trusts. They provide acute and specialist healthcare in north-west London – across five busy sites – to circa 1.5 million people every year. With their Central Booking Outpatients, Admissions and Switchboard teams in one building, Imperial needed a contact centre solution that would effectively allow them to manage their patient contacts — delivering an omnichannel digital service.
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Switchboard alone for example used to handle an average of 11,500 interactions a day.
Call fluctuations and siloed departments made it difficult to meet daily demand – leaving upwards of 800 calls unanswered at times. These missed calls presented a lost opportunity to free up availability of limited clinical resources and a significant amount of failure demand. The new solution would have to accept more calls, without extra headcount, and drive efficient digital patient interactions.
Having the Liberty Platform allows us to be a fully digitised service. Our agents can successfully work from anywhere – including answering emergency calls from home. The only barrier we actually faced was upgrading hard-copy documents – once we created these digitally, everything worked seamlessly.
— John Wintour-Pittom – Head of Operations for Trust Telecom, Imperial College Healthcare NHS Trust
Along with key KPIs (associated with response times), supervisors listen to call recordings, maintaining quality standards and developing agent skills through training. Liberty Converse drives continuous improvement, empowering agents to ‘own’ and enhance performance.
Patient Service Centre Supervisors manage large teams of 20-50 agents and monitor call queues, with instant visibility across the whole team (on-site or remote). Every agent uses an activity code, so they can make changes/pull in more agents with the right skills.
For outpatients, when queues reach a certain level, callers are offered a call back. This helps alleviate pressure on agents and offer proactive patient contact. As a fully digitised service, agents can work from anywhere, providing a quality-focused service.
By implementing Liberty Converse, Imperial can handle multiple skill and queue types. Agents use a single dashboard to view:
- Number of answered calls
- Number of call redirects
- Number of calls abandoned and % abandon rate
- Current average wait time
- Current longest wait
- Calls waiting
- Supervisor availability for immediate authorisation/advice
The result: an omnichannel contact centre solution that delivers efficient digital interactions and a patient-first service.
On a typical day, by lunchtime, our Outpatients Team answers 575 calls and only had 10 abandoned calls. We are immensely proud of the consistent 95% average call waiting time and the low abandonment rate. Their performance is amazing because we have the tech to monitor and adjust at all times and the agents are free to get on with helping patients.
- 95% average call waiting time within 1 minute
- Call abandon rate under 5%
- Team freed up to do other patient admin
- Less unanswered calls
- Improved patient experience
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By optimising call handling and supporting instant emergency alerts, Imperial College Healthcare NHS Trust is delivering vast quality improvements for patients.
In this webinar session, Claire Florey, SRO for Cornwall and Isles of Scilly ICS shared their journey of Outpatient Transformation, highlighting the benefits to patients, staff and the organisation.