Reimagining the NHS contact centre
Seven and a half decades ago, the UK introduced what was then a revolutionary concept in health and care. The NHS was born. Today, the service has grown to encompass far more than universal treatment, free at the point of delivery.
As it commemorates its 75th anniversary, the modern NHS provides not just cradle-to-grave care for every citizen in the country, but also strategic initiatives such as information campaigns and vaccination programmes. And, as we progress onwards into the twenty-first century, further innovations are already starting to drive the developments which will ensure the continuing health of the nation.
However, as the NHS reaches this milestone, all is not well with the service itself, as it navigates a perfect storm of increasing demand, problems with recruitment and retention and the budgetary pressures of an economy held in the grip of persistent inflation. In every organisation, from the smallest GP practices to the biggest trusts, leaders understand the magnitude of the challenge ahead. The need to embrace smarter ways of working is imperative to the very survival of the current model.
Across all four nations of the UK, governments are united in their digital ambitions, understanding that innovative technologies can deliver solutions to problems that sometimes seem impossible to overcome. Much has already been achieved. Forward thinking teams have shown what can be done. Now is the time to go further.
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