Making the NHS More Accessible with Cloud Communications
A recent blog post looked at how technology has changed the NHS over the past 75 years, improving patient journeys and staff experiences. Today, as the NHS long-term plan strives to deliver digital-first services, we take a closer look at how the NHS can:
- Meet the changing demands of generations
- Ensure every call is answered and reduce missed appointments
- Improve workforce management
- Power more positive staff and patient experiences
A single cloud communications platform for all communications is the natural choice for NHS organisations that want to maintain all the familiar services offered by a traditional telephone system and include the digital channels they need to effectively operate an omnichannel contact centre.
Clinicians and agents are provided with a choice of devices, including desk phones and intuitive easy-to-use soft phones and mobile applications. And, for those already familiar with Microsoft Teams, 8x8 offers Microsoft Teams integrations so users can continue to use the applications they enjoy.
Meeting the communication needs of healthcare users
A recent blog post by 8x8 shed light on the different preferences for communication methods across generations. It cited voice as the preferred communication method for Gen X, Boomers and older groups, who make up 50% of the population and make up a significant number of regular users of healthcare services. In comparison, Millennials and Gen Z, who make up a further 40% of the population, preferred non-verbal, digital communication channels. These findings are key to understanding how your staff and patients wish to interact.
The unified 8x8 communications platform makes the NHS accessible to everyone using voice, video, SMS and chat apps and automation, regardless of their preferences.
Utilizing voice and digital automation (ICA)
While automation is synonymous with digital channels, the benefits of automation can also be realised for those who prefer voice communications.
8x8 allows for digitisation and automation of routine enquiries, across voice and online services. Intelligent Customer Assistant (ICA) and Intelligent Interactive Voice Response (IVR) provide 24-hour access to FAQs such as parking information, visiting hours, directions/public transport information, local hotels, ward/department direct contact numbers and hours of operation. This deflects unnecessary calls from the busy front desk, improving experiences for all.
For callers, automation improves experiences by reducing call wait times and ensuring every call is answered. Restrictions on queue lengths are removed, eliminating the engaged tone.
For contact centre managers, adjusting workflows is simplified, with easy-to-use tools allowing for departmental messages to be updated, caller options to be amended in real-time and easier team management which allows for agents to be easily added to specific queues to handle busy busy times.
For those preferring nonverbal interactions, chat apps and bots deflect calls from busy front desk operators and agents in the contact centre.
Retaining the human touch
Whether offering automated services online, through voice or chat apps it is important to maintain the human touch and that is done by ensuring users can escalate seamlessly to a live agent when necessary.
8x8’s 3-step guide to adding the human touch:
- Use 8x8 Intelligent Customer Assistant (ICA) to seamlessly transition from an automated interaction to a human at any point
- Ensure you have agents available to hand off to using workforce management
- Empower agents by providing complete context when transferring
Improving staff experiences
8x8 allows clinicians, back office and community staff to interact through voice, video and easily share information from different locations. This is especially important when discussing complex conditions to provide better patient care.
Busy front desk and call centre agents save valuable time with 8x8 Agent Workspace. The single pane view of all communication channels is integrated with important data sources such as EPR, reducing the number of applications required on the desktop and time spent moving between different applications. A study showed that agents can spend up to four hours per week switching between applications, according to findings from the Harvard Review.
Leveraging analytics and reporting for continuous improvement
Data is key to measuring and improving the services we offer, whether enhancing communication strategies, reporting performance to NHS England, optimising resources or improving operational efficiencies.
Actionable insights and 360° performance optimisation flags problem areas to help manage automated processes with recommendations for improvement based on analysis of intent metrics and channel-specific data. This analysis enables rich conversation insights across care pathways for continuous improvement and improved patient care.
8x8 Analytics for Contact Centres provides deep insights into communication trends, key metrics for measurements against KPIs and essential data to identify training requirements for better performance.
Summary
The State of Care, Care Quality Commission Annual Report demonstrated that health and care staff are working under increasing pressure, leading to standards slipping and patients not getting the care they need.
Start your journey to better communications and improved care with 8x8.
