The challenge
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.
Meeting daily demand
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 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