Case Study: Concern Group achieves improved access to talking therapies and under-5% missed appointments with Salesforce for Nonprofits

Concern Group improves access to talking therapies for thousands of clients a year with online community and automated appointment management

Concern Group, made up of Mental Health Concern and Insight Healthcare, provides talking therapies to more than 40,000 clients a year. Faced with heavy paper-based administration, long clinician travel times, strict NHS data-protection requirements and a roughly 16% missed-appointment rate, the organisation needed a secure, mobile cloud solution to put client information at clinicians’ fingertips and make services more accessible and efficient.

Insight Healthcare implemented Salesforce (Sales Cloud, Shield, App Cloud, Community Cloud and Desk.com) to deliver secure mobile records, a geolocation-driven calendar app to fill last-minute cancellations, and a Community Cloud site for self-help and online booking. The transformation returned about three hours a day to clinicians, cut travel and admin, reduced missed appointments to under 5%, exceeded referral targets by 10%, enabled secure NHS integrations, and set the stage to digitise the sister charity and expand services like video counselling.

Concern Group

John Slator

Head of IT and Informatics