Case Study: NHS West Yorkshire ICB improves patient call handling with Redcentric hosted telephony

NHS West Yorkshire ICB cuts patient call wait times by up to 15-20 minutes with Redcentric

NHS West Yorkshire ICB was facing challenges with an outdated telephony system that was no longer fit for purpose. The system lacked support for remote working, integration with modern tools like Microsoft Teams, and critical call center functionality. This hindered collaboration across their practices and impacted their ability to meet increasing patient demand effectively. They partnered with Redcentric to implement a new hosted telephony solution to address these issues.

Redcentric implemented its hosted telephony platform, providing 400 licenses across the ICB. The solution enabled remote and hybrid working, created virtual hubs for extended services, and provided powerful call analytics. The results were significant quantifiable improvements, including a major reduction in patient call wait times and complaints. For one practice, call wait times were reduced by over two minutes and abandoned calls dropped by 21.9%. The Redcentric system provided the flexibility and intelligence needed to drive efficiencies and improve patient outcomes.

NHS West Yorkshire ICB