Case Study: Imperial College Healthcare NHS Trust improves patient experience with Netcall

Imperial College drives efficient omnichannel digital service and an improved patient experience

Imperial College Healthcare NHS Trust, one of the UK’s largest trusts, provides acute and specialist healthcare across five busy sites in north-west London to circa 1.5 million people each year. With its Central Booking Outpatients, Admissions and Switchboard teams in one building, it needed a contact centre solution from Netcall that could help manage high volumes of patient contacts and deliver an omnichannel digital service. Switchboard alone handled an average of 11,500 interactions a day, and at times more than 800 calls went unanswered.

Netcall implemented Liberty Converse, its omnichannel contact centre solution, giving supervisors visibility across queues, call recordings, KPIs and agent activity so they could adjust resources in real time. The Trust also introduced call backs for outpatient queues and a fully digitised service that allowed agents to work from anywhere. As a result, Imperial College Healthcare NHS Trust reported 95% of calls answered within 1 minute, a call abandon rate under 5%, and more time freed up for other patient admin, with improved patient experience.

Imperial College Healthcare NHS Trust

John Wintour-Pittom

Head of Operations for Trust Telecom