The health of your organisation’s communications is our business. We understand the specific requirements of the healthcare sector, such as complex call routing, CRM integration and data sharing which is both efficient and secure from confidentiality breaches, enabling maximum efficiency across multiple sites and locations. Specifically, our contact centre solutions can save the NHS a huge amount of time and money, by preventing patients from needing to present at A+E, if their call is responded to and triaged for optimum success.
Increased user mobility and full CRM integration for effective hybrid working
We will increase user mobility, for staff in multiple locations, clinics or offices, so you can communicate and share information wherever you are based. Meanwhile, integration with your CRM system will allow patient records to be shared within specific set parameters, while keeping these vital documents secure from breaches in confidentiality. We will keep you in touch with your patients – boosting their engagement by building in the tools they use, such as using WhatsApp or SMS for appointment reminders and personal health campaigns.
Keeping you in touch with your patients, minimising unnecessary admissions, and saving the NHS money
Our contact centre solution allows your receptionists and other agents to filter and direct calls swiftly and accurately to staff with the most appropriate training or experience; to add notes for medical colleagues, and for supervisors to be able to gain efficiencies by analysing user productivity, allocating extra resources where needed, and identifying peaks and troughs in call volume.
Crucially, well-managed call routing to specialist services keeps patients out of A&E, as the right call handler at the right time can carry out an assessment that prevents an episode from becoming a crisis. We are intensely proud of having helped the Cambridge and Peterborough Foundation Trust save £4.7m through enabling a highly effective First Response for Mental Health helpline.
Supervisors can identify your specific needs, such as specialist call handlers (capable with dealing with emergency calls, or by language), and calls can be routed according to need and priority. Exception reporting will flag up issues and enable you to troubleshoot recurring problems.
You’ll find it straightforward to edit call flow management streams, out of hours or holiday messages. Call recording may well be vital for record-keeping, audit trail and due diligence.
“Conversant connected 1,000 users across a fully integrated and future-proofed platform."
Head of Information and Learning Technologies, Neath Port Talbot Group of Colleges