C360 helps save up to £4.7m for NHS 111 Mental Health Service

A combination of sophisticated skills-based call routing and a fully enabled agile hybrid working environment. "Conversant reduced admissions to A+E by a quarter, while being responsible for substantial savings."
Sector
Healthcare
Solutions
Headquarters
Cambridge, UK
Key Requirements 
  • Advanced skills-based routing reduces A+E admissions by 26%
  • Optimal call routing saves up to £4.7m for the Trust
  • Agile and integrated working environment set up

The Client

Cambridgeshire and Peterborough NHS Foundation Trust (CPFT) is dedicated to providing high quality care with compassion. The Trust delivers many of the NHS services that are provided outside of hospital and in the community, such as physical and mental health, and specialist services including disability and substance misuse - which means it has complex communications requirements in order to keep at least ten separate services connected, for both staff and patients.

The Challenge

After speaking with Richard Matt, Associate Director at Cambridgeshire & Peterborough NHS Foundation Trust, Conversant devised a long-term approach to help them improve their telecommunications systems. CPFT recognised that inefficient systems were leading to bottlenecks, harming patient outcomes and costing money through unnecessary admissions to A+E.

Implementation

After an extensive phase of testing, we onboarded all members of staff, adding our Voice for Teams solution to their communication strategy. Our Direct Routing service allows members of the First Response Team and Admin Hubs to operate in a safe environment through remote, agile, and flexible working.

The next phase was the roll out of our full Contact Centre for Teams, enabling more efficient communication and statistics, including directing calls to the best team member, and real-time reporting and recording of all calls.

Results

Over the period of 8 months post-implementation, nearly 10,000 people called and the effect on A&E admissions has been profound.

97%

of calls to 111 did not need A&E

26%

fewer people overall needed to be taken to A&E by ambulance

25%

fewer people needed A&E for mental health problems

19%

reduction in overall A&E mental health admissions was seen.

There has been a 16% reduction in the number of overdoses and estimates show the scheme could have saved the local health and care system up to £4.7m.

Cambridge and Peterborough Sustainability and Transformation Partnership Mental Health Clinical Lead Dr Emma Tiffin, said: “By selecting a “mental health help” option using the current 111 system the person experiencing mental health crisis can be directed to the right team for assessment, onward treatment or advice. This 111 mental health pathway has proved to effectively reduce mental health related A&E attendances and hospital admissions.

“Ensuring that people are accessing the right service at the right time is key to reducing costs, duplication and confusion. Above all that, it means that patients will have a better experience of care and better outcomes first time.”

The area now has two sanctuaries with outreach facilities for rural areas which provide a safe space for people in crisis available all year round from 6pm-1am.

Caroline Meiser-Stedman, FRS Consultant Psychiatrist said: “Recently we had a call from a gentleman, who had never accessed mental health services before, but was worried about his wife. After speaking to 111 option2 staff, who calmed the situation down, they arranged an urgent face-to-face assessment.

“A couple of hours later a psychiatrist and a member of the crisis home treatment team visited their home. After some time talking to her, she agreed to come to the ward. If she had gone directly to A&E she would’ve almost certainly become very unsettled and left or it would have led to her being restrained under the Mental Health Act.

By selecting a “mental health help” option using the current 111 system, the person experiencing mental health crisis can be directed to the right team for assessment, onward treatment or advice.

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Adnan Khan

Head of Service Delivery
Adnan joined Conversant Technology in 2018 and is head of Service Delivery. He focuses on making sure our solutions are configured and implemented on time and our customers have a seamless journey from sales and project scoping all the way to through to going live and handover.

Adnan has been in the communications Industry for over 10 years, working in different capacities in sales, support and service delivery.

Stephanie Scholtz

Marketing Manager
Stephanie has worked in Marketing for over 5 years specialising in content and SEO marketing. Starting with Conversant in April 2023 as their Marketing Manager, she is also studying towards her L6 Degree in Professional Marketing with the Chartered Institue of Marketing. 

Simon Nakra

CRO
Simon is responsible for the overall sales and marketing at Conversant Technology, focusing on working with his team to help customers with their unified communications journey. With over 20 years of sales, marketing and account management experience and has spent the past 10 years helping companies and organisations unify their communications strategy by adopting Microsoft solutions (Lync, SfB, Teams).

Simon has worked across key sectors such as education, NHS, legal, finance, and public sector organisations, giving him an excellent understanding of the challenges companies face when it comes to remote and hybrid working.  Simon’s approach is to always put the needs of his customers first, becoming a trusted advisor and acting as the central point of transparent communication between Conversant and the customer.

Simon joined Conversant Technology at the beginning of 2019 but has worked with Patrick and Stanley since 2013 on various projects.

Patrick Copping

CEO and Director
Patrick Joined Conversant Technology in 2017 and is the majority shareholder. A veteran of the communications industry, Patrick has over 20 years of experience working within the Unified Communications, Software Development and Microsoft Technologies sectors.

Patrick started his career at BT where he ran outsourced Contact Centre operations for blue-chip customers.  After leaving BT, he worked within the Contact Centre and Communications software markets providing Contact Centre and Communications software to organisations.  Patrick was one of the pioneers in delivering solutions utilising the Software as a Service (SaaS) model.

Patrick is responsible for the overall management of Conversant Technology, focusing on the strategic direction of the business, its portfolio, and strategic partners.