Customer Service Automation
NHS ML helps to support general practitioners (GPs), hospital trusts, and other healthcare providers with services for patient communication and engagement.
Reported impact
In partnership, NHS ML and Digital Space have developed an intelligent, automated, and cost-effective solution for managing patient waiting lists using Connect Customer, which resulted in patient waiting lists being reduced by 9–14%, depending on specialty.
NHS Midlands and Lancashire (NHS ML) supports nine Integrated Care Boards (ICBs) across England from its bases in the Midlands and North West, providing the high-quality transformational and back-office support they need. Using traditional methods for all patient contact was time consuming, ineffective, and expensive. The NHS ML Referral Management Centre chose AWS Partner Digital Space to migrate its patient contact center to Amazon Web Services (AWS) and deployed an automated multi-channel approach to patient communication and engagement. The innovative digital transformation of its patient waiting list management reduced waiting lists 9–14%, depending on specialty. NHS ML asked Digital Space to help it consolidate the services into a single cloud-based solution and develop its chatbots to automate a large proportion of telephone calls.
The process can be repeated as many times as required.
"We cannot do everything for ourselves and recognize the effectiveness of using an expert partner like Digital Space to use AWS technology," says John Uttley, digital innovation director at NHS ML.
Digital Space worked with NHS ML to commission an Amazon Connect Customer telephony solution and to create chatbots with Amazon Lex that would implement clinically validated scripts to ask a series of questions and collect information from...
NHS ML saw an opportunity to transform the waiting list validation process and associated patient contacts by automating the patient contact center, introducing innovative solutions such as automation to improve the service for both the...
The NHS ML Referral Management Centre chose AWS Partner Digital Space to migrate its patient contact center to Amazon Web Services (AWS) and deployed an automated multi-channel approach to patient communication and engagement.
The NHS ML team chose to use AWS, supported by Digital Space.
The innovative digital transformation of its patient waiting list management reduced waiting lists 9–14%, depending on specialty.
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