Netcall
Case Studies
Imperial College Healthcare NHS Trust: Enhancing Patient Experience with IoT
Overview
Imperial College Healthcare NHS Trust: Enhancing Patient Experience with IoTNetcall |
Automation & Control - Electric Drives & Control | |
Healthcare & Hospitals | |
Quality Assurance | |
Demand Planning & Forecasting Time Sensitive Networking | |
Testing & Certification Training | |
Operational Impact
The implementation of Liberty Converse has significantly improved the operational efficiency of Imperial College Healthcare NHS Trust. The solution has enabled the trust to handle multiple skill and queue types effectively, reducing the number of unanswered calls and improving the patient experience. The digitised service allows agents to work from anywhere, providing a quality-focused service. The use of activity codes enables supervisors to make changes or pull in more agents with the right skills as needed. The solution has also helped alleviate pressure on agents by offering a call back to outpatients when queues reach a certain level. This proactive patient contact has further enhanced the patient experience. | |
Quantitative Benefit
95% of calls are answered within 1 minute | |
Call abandon rate is under 5% | |
The team has been freed up to do other patient admin tasks | |