Case Study: Princess Alexandra Hospital NHS Trust achieves a transformed frontline staff experience with Freshservice

Princess Alexandra NHS sets the benchmark for patient experience in the UK by transforming the front-line staff experience

Princess Alexandra Hospital NHS Trust (PAHT) needed to modernize outdated IT processes and infrastructure, including legacy desktops, poor asset tracking, and a phone- and email-driven support model that slowed frontline staff and affected patient experience. The trust selected Freshservice to replace manual service handling and help move toward a more cloud-based, ITIL-aligned support operation.

With Freshservice, PAHT implemented a self-service portal, knowledge base, workflow automation, incident and change management, and centralized asset management. Freshservice reduced duplicate tickets, cut down time spent collecting request details, improved visibility into issues, and streamlined support so staff could raise issues in minutes; the ICT team also used analytics to monitor performance and drive adoption across the organization.

Princess Alexandra Hospital NHS Trust

Jeffrey Wood

Deputy Director ICT