Case Study: NHS London SHA achieves faster, personalized NHS 111 care and 94% service compliance with Content Guru's storm PRM solution

NHS London SHA - Customer Case Study

NHS London SHA operates NHS 111 London across 32 local authorities, serving over 9 million people and handling up to 32,000 urgent calls a week. The service struggled with fragmented call handling (five providers) and multiple data sources (nine providers), which caused long average handle times, low first contact resolution, repeat callers having to re‑explain symptoms, and limited real‑time reporting. To solve this, NHS London SHA engaged Content Guru and its storm platform (storm FLOW, storm VIEW, storm INTEGRATE) to develop a Patient Relationship Management (PRM) solution.

Content Guru integrated core data providers into storm to link records to caller line identification and NHS numbers, surface Special Patient Notes (SPNs), identify repeat callers and route them to the right clinician, and deliver real‑time dashboards and load‑balancing. The PRM gave NHS London SHA immediate access to consolidated patient data, faster, more appropriate routing and proactive reporting; independent evaluation showed 80% satisfaction among care‑plan callers, service‑level compliance rose to 94%, calls for over‑85s with SPNs are five times more likely to be closed, ambulance conveyance fell by 50%, and the solution was deployed in two months.

NHS London SHA