The healthcare sector is undergoing a digital transformation, driven by the need for efficiency, cost-effectiveness, and improved patient experiences. With mounting pressures on resources and an ever-growing patient demand from an ageing population, the need for digital transformation is more urgent than ever. A report by Progressive Policy Research has shown that AI and automation could save the NHS billions in staff time. It’s time to harness the power of modern technology to optimise operations and deliver exceptional patient care.
Technology is a key driver of healthcare improvement. The techUK report emphasises that using virtual wards not only enhances patient outcomes but also offers significant cost savings, reducing healthcare expenses by up to £2,000 per patient annually. In addition to the financial benefits, over 80% of NHS workers believe that increased investment in technology can make careers in the NHS more attractive.
To fully realise the benefits of technology, healthcare organisations must embrace modern communication solutions. Transitioning to cloud-based solutions and integrating multiple communication channels can enhance patient experiences, streamline operations, and unlock valuable insights.
Building a Modern Healthcare Call Centre
A modern contact centre is more than just a tool; it’s a strategic asset. It is typically cloud-based and integrates various communication channels such as email, web chat, text, video, and core telephony functions. This enables your staff to engage with service users via their preferred channel.
Features and Benefits of a Modernised Contact Centre
A modern contact centre is characterised by its flexibility, efficiency, and patient-centric approach. Essential features include:
- Cloud-based infrastructure: Eliminating the need for on-premise hardware and reducing operational costs.
- Omnichannel capabilities: Providing patients with multiple ways to connect, such as phone, email, web chat, and social media.
- Self-Service Solutions: Adding call menus, AI chatbots and a list of frequently asked questions are often overlooked options for your service user support system.
- Integration with CRMs and other systems: Ensuring seamless data flow and improved customer journeys.
- Compliance adherence: Meeting industry regulations like GDPR to protect patient data.
- Advanced analytics: Gaining insights into call patterns, agent performance, and patient satisfaction.
These features translate into tangible benefits such as:
- Scalability and cost savings
- Improved agent productivity and patient self-service
- Enhanced patient satisfaction and retention
Securing Buy-in for Modernisation
Transitioning to a modern contact centre requires careful planning and execution. Overcoming resistance often hinges on effectively communicating the benefits of the new system. Key challenges include gaining stakeholder buy-in, equipping staff with the necessary skills, and ensuring a smooth data migration.
To address these challenges, consider a phased approach, starting with a pilot project to assess the impact and refine the implementation strategy.
Six Healthcare Contact Centre Practices for New Patients and Helpline Users
1. Identify and Document Goals:
Begin by clearly understanding your project goals. What do you want to achieve with your call centre? Are you looking to improve patient satisfaction, streamline operations, or enhance communication efficiency? Documenting these goals will help guide your strategy and measure success. Also, consider the specific needs of helpline users who may require immediate and empathetic support.
2. Start the Migration in Small Steps:
Transitioning to a modern contact centre can be daunting. Start by upgrading one call centre or department at a time. This phased approach allows you to manage changes effectively, learn from each stage, and refine your strategy before a full-scale rollout. It helps in minimising disruptions and ensuring a smooth transition.
3. Provide Proper Onboarding and Ongoing Training:
Proper onboarding is essential for new staff to understand the legacy system and the new modern platform. Training should cover all aspects, including pronunciation of doctor names, customer service protocols, and system navigation. Ongoing training ensures staff stay updated with the latest features and organisational changes, keeping them engaged and proficient.
4. Separate Staff by Expertise:
Organise your staff into specialised pods based on their expertise. For example, you could consider having a dedicated team to handle new inquiries, another for follow-up appointments, and separate teams for cases that require more in-depth attention and experience. This ensures that callers are always connected to knowledgeable employees and volunteers, enhancing their experience.
5. Monitor Quality Assurance:
Quality management is crucial for maintaining high standards. Record calls and have supervisors review them. Assess elements like call handling, adherence to protocols, and problem-resolution skills. Regular quality checks help identify areas for improvement and ensure a consistently high level of service.
6. Share Performance Reports and Analytics:
Communication of performance metrics is vital for transparency and improvement. Share reports on call volumes, average response times, abandonment rates, and other key performance indicators with your team. This not only recognises their efforts but also highlights areas needing attention and additional training.
By embracing these practices and leveraging the power of a modern call centre, healthcare organisations can enhance service user experience, improve operational efficiency, and drive better outcomes.
Call Handling: Your Partner in Healthcare Transformation
Call Handling is dedicated to supporting helplines and healthcare organisations in their digital journey. With a deep understanding of the sector and expertise in cloud-based contact centre solutions, we deliver tailored solutions to meet your unique needs.
Book a free consultation to discuss your organisation’s challenges and explore how we can help you achieve your goals.