Case Study: University Hospitals Sussex NHS Foundation Trust achieves 86% digital patient engagement with Netcall’s AI-powered automation

University Hospitals Sussex NHS Foundation Trust cuts call abandonment by 75% with Netcall

University Hospitals Sussex NHS Foundation Trust, serving 1.6 million people, faced a patient access crisis with call abandonment rates over 40% and wait times exceeding 30 minutes following a merger. The Trust used Netcall's Liberty Converse contact centre solution and Patient Hub to unify its fragmented systems and tackle these critical challenges.

Netcall implemented an AI-powered automation solution featuring intelligent call routing and a multi-language AI assistant named AVA. The results were dramatic and immediate: call abandonment dropped below 10%, wait times were reduced to under 3 minutes, and the DNA rate fell from 13% to 4%. The solution also deflected 36% of calls via self-service and reduced monthly SMS costs by 45%, significantly improving staff capacity and patient care.

University Hospitals Sussex NHS Foundation Trust