Case Study: Princess Alexandra Hospital NHS Trust achieves enhanced patient experience and doubled call handling with 8x8

Hospital Trust accelerates digital journey, enhancing the patient experience

The Princess Alexandra Hospital NHS Trust, which serves up to 500,000 residents in Essex, faced a failing legacy telephony system as it prepared staff moves ahead of a new digital hospital in 2025. Regular outages, limited DDIs, a contact center constrained to 20 queued callers, rising support costs and BYOD governance issues were harming patient access and staff productivity as hundreds of admin staff relocated to a nearby enterprise zone.

Working with Insight Enterprises, the Trust deployed 8x8 X Series unified communications and contact center solutions, giving staff softphones, mobile app access and real-time analytics. The move enabled 1:3 hot-desking for 325 relocated employees, doubled call-handling capacity (from ~90 to ~200 calls/day), eliminated busy signals, reduced missed appointments and improved business continuity and manageability ahead of the new hospital opening.

Princess Alexandra Hospital NHS Trust

Jeffrey Wood

Deputy Director of ICT