Case Study: West Suffolk NHS Foundation Trust streamlines patient record support with Hornbill Service Manager

Hornbill Service Manager streamlines support for state-of-the-art patient records system

West Suffolk NHS Foundation Trust, an NHS healthcare provider, needed a flexible service desk solution to support the rollout of its new e-Care patient records system. Their challenge was to handle a vastly increased and fluctuating workload while complying with strict data protection requirements, all with a limited budget. They selected Hornbill Service Manager from vendor Hornbill to meet these needs.

The solution from Hornbill was implemented rapidly and provided a scalable, subscription-based platform that allowed the Trust to adjust user numbers as needed. This resulted in a 72% reduction in their call backlog, enabling them to efficiently handle a peak of 1,000 calls per day. The Hornbill system improved team collaboration and productivity, providing a cost-effective and powerful platform for supporting the critical patient records system.

West Suffolk NHS Foundation Trust

Kelvin Southgate

IT Service Desk Coordinator