Case Study: Rotherham NHS Foundation Trust achieves faster, more efficient digital patient interactions with Netcall's cloud contact centre

Interacting with patients digitally

The Rotherham NHS Foundation Trust, which operates hospital and community services across more than 70 sites, was running up against capacity limits with its legacy Netcall SEMAPS system and needed a resilient, cloud-first contact centre to support 24/7 services, remote working and improved digital patient engagement. With rising demand and a goal to free staff time for more complex or telephone-preferred contacts, the Trust turned to Netcall for a modern solution.

Netcall migrated the Trust to Liberty Converse, a cloud-hosted contact centre with an easy-to-use interface, screen pops, real-time management and data export for analytics. The Netcall solution supported rapid home working during COVID-19, shortened call handling times, and enabled pioneering use of AI/text-to-speech to analyse call keywords (e.g., identifying 23 password-related calls) that reduced out-of-hours support volume. Integration plans with Netcall’s Patient Hub and Synertec are expected to cut printed letters by 50–75%, freeing staff to deliver more personalised care and delivering measurable efficiency gains.

Rotherham NHS Foundation Trust

James Rawlinson

Director