Migration to a cloud-based contact centre cuts time hanging on the line
Leeds Teaching Hospitals NHS Trust is one largest, busiest acute hospital trusts in the UK and one of Europe’s largest teaching hospitals. The Trust is highly regarded in the world of clinical research, it also aims to be a leader shaping the digital future of the NHS.
Two new hospitals are planned – a brand new adult hospital and a world class new Leeds Children’s Hospital. The Trust is already investing wisely to move to digital solutions which help patients and staff, and is committed to keeping the patient experience at the heart of everything.
The Patient Administration System (PAS) was being updated to give all teams more flexibility to meet the patient and staff needs but the Trust wanted to enable more ways for patients to engage digitally with clinical services, whilst protecting those patients without access to digital technology. Their contact centre solution was reaching capacity, so the Trust migrated to the latest cloud-based Liberty Converse solution – our omnichannel contact centre.
“Liberty lets us have a Triage Team that filters our incoming calls. We find that about 60% of our patients just want to amend a booking, so we action it there and then, and we only forward a call to specialist teams if it needs specific clinical expertise.”
Richard Moyes
General Manager of Outpatients, Leeds Teaching Hospitals NHS Trust
Digitally
empowered workforce
Remote Working
business as usual
Reduced
abandon rate
“We want our workforce to be digitally empowered and to provide a good experience for staff and patients, using IT which just works. Moving to Converse has been a gamechanger for us – it’s been absolutely amazing.”
Richard Moyes
General Manager of Outpatients, Leeds Teaching Hospitals NHS Trust
Every step Leeds makes contributes to how they will work in their new ‘Hospitals of the Future’. They are focussed on making their systems work well for patients and staff straight away as well as putting the foundations in place for a digital future.
Focus on making your systems work well for both patients and staff and put the foundations in place for a digital future
The Trust needed a modern, efficient and sustainable digital solution that would improve interactions — by creating more capacity for patient self-service — provide a better patient experience and optimise productivity.
Imperial College Healthcare NHS Trust is one of the UK’s largest trusts. 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.
Fielding over 11,500 inbound calls a day, agents had little time to determine call purpose before routing calls. With a target KPI of answering 70% of all calls within 30 seconds, they needed a solution for optimising inbound and emergency calls by tackling incorrect transfers and relieve strain on operators.