Case Study: The Newcastle upon Tyne Hospitals NHS Foundation Trust reduces helpdesk calls and boosts staff productivity with Imprivata OneSign

Reducing helpdesk calls and increasing productivity

Newcastle upon Tyne Hospitals NHS Foundation Trust, a major UK healthcare provider with more than 250 years of service and three main sites, faced escalating IT and physical security complexity during a large reorganisation and Cerner PAS rollout. Staff struggled with multiple passwords and carrying up to three smart cards, generating heavy demand on the IT helpdesk (about 55% of calls) and creating a need to consolidate network and building access systems for 11,000 users.

Working with partner BMS, the Trust deployed Imprivata OneSign single sign-on and strong smartcard authentication integrated with its new building access controls, initially piloting in women’s services before rolling out Trust-wide. The change delivered fast, convenient access with one card and one password, cut password-reset calls by around 40%, improved user satisfaction and productivity, reduced helpdesk workload, and strengthened overall security and compliance.

The Newcastle upon Tyne Hospitals NHS Foundation Trust

Richard Oliver

IT Security Manager