Case Study: North Bristol NHS Trust achieves faster caller service and improved patient safety with Spok Healthcare Console

North Bristol NHS Trust - Customer Case Study

North Bristol NHS Trust, the largest hospital trust in Southwest England with more than 9,000 staff and a 20‑operator 24/7 switchboard, faced inefficiencies from an operator console that didn’t integrate multiple staff and patient directories, allowed only single-field searches, and lacked reporting. Those limitations increased caller wait times, hindered accurate transfers, and left management without visibility into call volumes or operator performance just as the trust moved to a new state‑of‑the‑art contact centre.

The trust implemented the Spok Healthcare Console to consolidate directories into a single view, enable multi‑field searches, and provide real‑time and historical reporting. As a result, operators handle calls faster and connect callers to the right people more reliably, management can monitor workloads and trends for fairer call distribution, and emergency communications reach staff more quickly—improving both service levels and patient safety.

North Bristol NHS Trust

Rhian Bidlake-Corser

IT Project Manager