Video

Webinar – Revolutionsing patient communications

This webinar, part of ITGL’s ongoing series following our podcast and blog, delves into the benefits of leveraging contact centre operations in the healthcare sector. Presented in collaboration with Cisco, the session highlights how technology can improve patient experiences, optimise clinical workflows, and reduce operational burdens on healthcare staff.

Speakers:

• Luke Percy, Sales Manager – Healthcare & Government, Conscia
• Joseph Pratton, Contact Centre Specialist, Cisco
• Elena Pudge, Principal Solutions Consultant – Collaboration & Workplace, Conscia

Key Topics:

1. Patient-Centric Approach:

• Addressing frustrations faced by patients due to inconsistent communication, missed appointments, and unclear guidance.
• Real-life examples of patient challenges, including managing appointments across multiple conditions and locations.

2. Technological Innovations in Contact Centres:

• Proactive Communication: Automated appointment reminders, rescheduling options, and self-service capabilities reduce the need for human intervention.
• AI Integration: Examples of AI agents supporting patients with appointment changes, answering queries, and escalating complex cases to human agents seamlessly.
• Live Trial Results: 43% increase in calls handled and 22% improvement in calls answered within 60 seconds. Post-call wrap-up work for clinical staff reduced by 41%.

3. Cisco Webex Contact Centre:

• Cloud-based, UK-hosted platform with robust data protection.
• Integration with NHS systems such as EPR and NHS App for consistent, secure communication.
• Use case example: Location services integrated with What3Words for accurate patient assistance.

4. AI in Healthcare:

• Opportunities: Enhancing patient journeys, automating routine tasks, and improving communication efficiency.
• Challenges: Addressing apprehensions around ethics, security, governance, and user experience. Cisco’s responsible AI framework ensures safe deployment.
• Practical use cases: Automating HR queries, IT helpdesk tasks, and patient complaints handling.

5. Beyond Contact Centres:

ITGL’s work on additional solutions, such as location services for equipment tracking and cybersecurity alignment, to further benefit NHS Trusts.