Case Study: NHS Lothian frees nurses' time and handles 97% of test-result calls with Netcall

Automated Results Service to Free Staff Time

NHS Lothian’s Lauriston GUM Clinic in Edinburgh was overwhelmed by calls from patients seeking recent test results during a limited two‑hour weekday window, which was consuming trained nurse time and restricting support for positive cases. Netcall was engaged to provide Result, a feature of its Liberty Converse omnichannel contact centre and chatbot solution, to deliver a confidential, convenient way for patients to hear results.

Netcall’s Result gives callers a dedicated 24/7 line to access test results, handling an average 100–200 calls on weekdays and 40–80 at weekends; 97% of calls are now fully automated and less than 3% require nurse intervention. The service freed nurses to focus on patient care and positive-result support, and Netcall’s reporting tools help NHS Lothian track usage, hang‑ups and transfers to optimise staffing.

NHS Lothian