“This solution for NHS Lanarkshire, Scotland’s third-largest health board, serves nearly 700,000 patients, and will make a huge difference to the patient experience and NHS Lanarkshire staff, ensuring the security of patient information.”
Exchange Communications has upgraded the telecom solution in place across the NHS Lanarkshire facilities to support 7,000 phone users and 100 call centre positions, helping improve communication between patients and staff, and transforming the way the third largest NHS health board in Scotland operates.
The new Contact Centre as a Service Solution (CCaaS) has been developed and delivered by Exchange in partnership with cloud-based service solution provider Content Guru to modernise call handling across services, including GP practices and switchboards, with a focus on improving users’ accessibility and patient experience.
It also supports staff by enabling flexible working from any device.
Key features of the system include integration with the National Sexual Health (NaSH) database, improved visibility of patient contacts, and enhanced reporting functionality.
As a fully cloud-based solution, it does not need additional on-site servers or infrastructure, reducing maintenance requirements.
Plans for further collaboration include the development of an AI webchat tool for NHS FAQs.
Tom Sime, Chief Executive Officer (CEO) at Exchange Communications (pictured) said: “This solution for NHS Lanarkshire, Scotland’s third-largest health board, serves nearly 700,000 patients, and will make a huge difference to the patient experience and NHS Lanarkshire staff, ensuring the security of patient information.”
