Provide your patients with a joined-up and personal experience, using their channel of choice at any time.

THE PATIENT ENGAGEMENT CENTRE

THE FUTUREOF PATIENTCARE

Achieving this will involve the NHS

improving its operating efficiency.

This means finding partners who will

help to streamline and enhance its

services. While long term plans are

underway there is pressure to deliver

greater savings within the next few

months.

ALLOCATING RESOURCES TO BEST EFFECT

Netcall understands the pressures of

improving services within squeezed

NHS budgets. We assist Hospitals with

directing limited resources to where

they’re most needed. Our industry-

leading software helps to balance the

challenges of budgets and political

pressure. At the same time, it delivers

superior care for our growing and

ageing population.

Netcall’s self-service portal and

automation services help you provide

more for less. You will realise cost

savings that would otherwise be

unachievable. That’s why we’re a leading

partner of many NHS Hospitals.

In this brochure we will show you how

we can put you on the road to savings

and success.

The NHS is under

unprecedented pressure.

Government targets

demand increased

efficiency and better quality

patient care. At the same

time, many NHS Trusts

and Boards face financial

deficits. Striking a balance is

crucial to ensuring the long-

term survival of our NHS.

DA

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CALL WAITING CALLS LONGEST WAIT EMAILS WAITING EMAILS LONGEST WAIT CHATS WAITING CHAT LONGEST WAIT1

Agent View

46secs 28 3hrs 14mins 2 24secs

Incoming Call

�

0156 55 5010Appointments

walter.green@hotmail.comPathology tests Appointment for bloodfasting test

ruth.wood@yahoo.co.ukXray appointmentNeed to reschedule

Patrick MartinHelp with directions toX-ray please

Chat

Logged Out

4m 35s

TEAM VIEW

Name

Anna Williams

Carol Peterson

Catherine Rivera

Christopher Harris

Clarence Sanchez

Debra Taylor

On Call 10m 25s

Training

Email

Ready

On Call 2m 45s

35m 18s

5min 10s

7m 3s

05s

3m 05s

2m 06s

8m 37s

02s

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DurationStatus

Angela Gonzalez

Brenda Wright

1 day

Denise Ward

George Richardson

Harry Alexander

Jack Evans

Johnny Jones

Kimberly Brooks

Comfort Break

Chat

Email

Ready

On Call

Overdue

MY PERFORMANCE

TEAM SUMMARY

Abandoned: 2

Answered: 32

Re-directed: 7

Ready: 2

Busy: 15

Active: 2

Overdue: 2

Elsewhere: 5

N E TC A L L .C O M

Give agents instant access to team activity and status within their workspace.

EMERGENCYDEPARTMENT

Advisor 1

Advisor 2BOOK ANAPPOINTMENT

SKILLRE-SCHEDULE

Advisor 3

Advisor 4GENERALENQUIRY

CANCEL ANAPPOINTMENT

OUTPATIENTS

PATIENTADVICE

ADVISORALLOCATION

LOGIC

MANAGE EACH PATIENT’S EXPERIENCE

NHS resources are often stretched.

A single point of access and an easy to

use advisor interface makes patient

contact easier. Automating inbound

enquiries lets staff deliver frontline

patient care with fewer distractions.

As well as being a better use of

resources, this improves productivity

at each step of the patient’s journey.

PROFESSIONAL STANDARDS, PERSONAL SERVICE

Netcall’s technology delivers seamless

and personal patient service across

various communication channels. These

personalised and professional services

are available across voice, email, SMS or

web chat.

Our intelligent routing uses a universal

queue to direct all your inbound

contacts. Patients reach the right

advisor, regardless of their department

or hospital site location.

Use the universal queue to control,

monitor and blend phone, email, web

chat or SMS media to your groups and

advisors. It offers many benefits:

• Advisors gain a view of previous patient interactions, improving the conversation

• The single point of access improves first contact resolution

• It reduces the effort for patients

• Support your teams as they work to adhere to the 18-week patient pathway.

“Faster calls improve average handling

times and first contact resolutions. Alongside

reducing repeat calls, these improvements

ensure quality patient experiences.”

Outpatient, admission

and appointment teams

work hard to deliver

an effective patient

experience.

T H E PAT I E N T E N G AG E M E N T C E N T R E

Seamlessly route contacts to the most appropriate agents using our universal queue.

HELP ADVISORS TO DELIVER QUALITY PERFORMANCE, EVERY TIMEOur Liberty ContactCentre is a

multichannel automatic contact

distributor (ACD). It ensures

consistency across voice, email,

web chat, SMS or social media

communications.

See how it will help you and your

advisors:

EMPOWERED ADVISORS CONTROL THE INTERACTION

Advisors are in control from the start

of every interaction. Our software

integrates with your existing systems so

that patient information is displayed in

one place. Patient contact information

screen-pops to the advisors desktop

so that advisors are in control from the

start of every interaction.

MAKING THE QUEUING AND ROUTING EXPERIENCE PERSONAL

Tailor your messages for queue position,

time to answer or comfort prompts.

Speech functionality ensures a more

efficient experience. There are special

treatments for automatic queue

escalation or certain patient groups.

Administrators can create tailored IVR

responses.

WORK FROM ANYWHERE

Our technology works across your

entire site, in different departments

and buildings. Separate departments

or contact centres all work off a single

cohesive platform. Each advisor has

full functionality, from supervisor

monitoring to call recording and

reporting.

AGENT ASSIST

An agent can request assistance during

both an inbound and outbound call.

Their supervisors receive a dashboard

and softboard alert for the agent

requesting assistance and the agent will

be shown when a supervisor is assisting

their call.

VIRTUAL INTELLIGENCE

Liberty ContactCentre integrates with

virtual advisors improving efficiency.

You are able to extend the use of speech

functionality and remove up to 80%

of routine requests.

DA

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CALL WAITING CALLS LONGEST WAIT EMAILS WAITING EMAILS LONGEST WAIT CHATS WAITING CHAT LONGEST WAIT1

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46secs 28 3hrs 14mins 2 24secs

Incoming Call

�

0156 55 5010Appointments

walter.green@hotmail.comPathology tests Appointment for bloodfasting test

ruth.wood@yahoo.co.ukXray appointmentNeed to reschedule

Patrick MartinHelp with directions toX-ray please

Chat

Logged Out

4m 35s

TEAM VIEW

Name

Anna Williams

Carol Peterson

Catherine Rivera

Christopher Harris

Clarence Sanchez

Debra Taylor

On Call 10m 25s

Training

Email

Ready

On Call 2m 45s

35m 18s

5min 10s

7m 3s

05s

3m 05s

2m 06s

8m 37s

02s

2m 15s

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Admin

DurationStatus

Angela Gonzalez

Brenda Wright

1 day

Denise Ward

George Richardson

Harry Alexander

Jack Evans

Johnny Jones

Kimberly Brooks

Comfort Break

Chat

Email

Ready

On Call

Overdue

MY PERFORMANCE

TEAM SUMMARY

Abandoned: 2

Answered: 32

Re-directed: 7

Ready: 2

Busy: 15

Active: 2

Overdue: 2

Elsewhere: 5

Your workforce represents

your most valuable asset.

Netcall’s software makes

the most of every advisor’s

potential, reducing agent

effort. Our software

delivers standardised care

across streamlined single

view screens.

N E TC A L L .C O M

Every interaction matters, advisors move quickly between interactions using the tiles.

This means your skilled advisors are

able to get on with more complex

requests.

ACTIVITY CODES

Our multi-level contact tagging creates

the opportunity for in-depth reporting.

You find out why patients are contacting

you, and are able to use any repetitive

concerns or trends in your future

planning.

INTEGRATED SWITCHBOARD

Our NHS-specific operator suite rivals

your traditional operator console.

And, it saves investment too.

You assign advisors as switchboard

operators within the supervisor

dashboard, they are able to operate

from any location. Operators are able to

answer and transfer calls, camp-on and

page recipients, edit directory notes or

offer advice about contact preferences.

AGENT GUIDANCE

Agent Guidance is a step-by-step

process guide for advisors.

It transforms complex processes into

easy guides responding to advisor

and patient interactions. An intuitive

interface means these guides are quick

to design and install.

OUTBOUND CAMPAIGN MANAGEMENT

Comply and manage outbound contacts

with individual campaigns. Support

dedicated outbound callers, or increase

outbound calls during quieter times to

ensure every patient is called.

This provides increased patient

talk time, as well as improving cost

effectiveness.

EASY TO USE SCREEN LAYOUTS

Tailor browser-based soft boards to fit

your display resolutions, hospital logos

or colour scheme. Dashboards resize to

fit each screen, including tablet devices.

Trigger ticker tape or flashing alerts,

or publish ad-hoc messages for instant

advisor awareness.

T H E PAT I E N T E N G AG E M E N T C E N T R E

NW

01555 656565 Queue cancellations connectedNorma Smith

On hold

Steve Patterson5m 31sRequest for next appointment

Re: Cardiology appointment This email is my third appointmentrequest. pamelaross@123home.com

Interaction

Activities > Conversations > Chat

Nicole White

CXM

ReportsPatrick Martin 14.20PM

Re: Help with directions to X-ray pleaseI do not have a second page – I only got one pagewhat must I do?

Nicole White 14.20PM

Re: Help with directions to X-ray pleaseDid you get a letter about this appointment?The department and parking details are usually onthe second page...

Patrick MartinRebooking x-ray appointmentWhen is the next available appointment formy x-rays…28th Mar 17, 09.35am

Patrick MartinDirections to PathologyI need to know where to go for these tests…07th Mar 17, 10:18

01555 757575Queue CancellationsPatrick Martin27th Mar 17, 15:05pm

01555 757575Queue OutpatientPatrick Martin03th Mar 17, 12:15pm

Patrick Martin Re: Help with directions to X-ray pleasePatrick Martin27th Mar 17, 14:22pm

Patrick Martin I have been waiting for 9 weeks for anappointment, when is the Consultant…Patrick Martin15th Feb, 17 07:55am

Patrick Martin 10.12AM

Re: Help with directions to X-ray pleaseIt is not clear on the appointment letter where Ihave to go for this x-ray appointment. Its today,where must I go?

CustomerDetails

12 INTERACTIONS

InteractionHistory

Dashboards

Management

Directory

Interactions

Admin

Reports

Advisors focus on the current patient interaction. All prior interactions are easily viewed in the Contact Manager.

Our Liberty ContactCentre provides

a browser-based supervisor interface.

Supervisors see everything that is

happening in the contact centre,

including notifications and warnings.

REPORTING MANAGEMENT AND ADMINISTRATION

Supervisors manage settings, reporting

and call recording throughout

departments. There is a single point

of administration with real-time

monitoring and easy reporting.

Colleagues receive the access they need

with a tiered administration control

system.

SCALABLE AND ROBUST

Liberty ContactCentre is multi-

server and our platform licence is

site-wide. Supervisors are able to run

several departments across different

locations, ensuring a consistent patient

experience. The on-premise option

supports up to 500 concurrent advisors

and 100 supervisors.

AFFORDABLE PRICING

Our competitive pricing is advisor

or capacity based, making it easy to

understand. Enjoy cost control with the

flexibility to add staff as patient demand

increases. You create more value by

integrating Liberty ContactCentre with

your existing infrastructure.

MAKING LIFE EASIER FOR SUPERVISORS

As the frontline

administrators of contact

centres, supervisors play

a key role. It’s vital to

support them with the

best technology available.

N E TC A L L .C O M

Edit

NW

CALL WAITING CALLS LONGEST WAIT EMAILS WAITING EMAILS LONGEST WAIT CHATS WAITING CHAT LONGEST WAIT1

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46secs 8 3hrs 14mins 2 24secsSOCIAL WAITING SOCIAL LONGEST WAIT

27 2hrs 03secs

0156 55 5010Appointments

Incoming Call

�

walter.green@Hotmail.comPathology tests Appointment for fasting test

ruth.wood@yahoo.co.ukXray appointmentNeed to reschedule

Patrick MartinHelp with directions toX-ray please

AGENT STATUS BREAKDOWN

CALLS TODAY BREAKDOWN

Ready: 2

Busy: 25

Active: 2

Abandoned: 35

Answered: 673

Redirected: 45

Overdue: 6

Elsewhere: 10

Chat

Logged Out

4m 35s

TEAM VIEW

Name

Anna Williams

Carol Peterson

Catherine Rivera

Christopher Harris

Clarence Sanchez

Debra Taylor

On Call 10m 25s

Training

Email

Ready

On Call 2m 45s

35m 18s

5min 10s

7m 3s

05s

3m 05s

2m 06s

8m 37s

02s

2m 15s

3m 22s

Admin

DurationStatus

Angela Gonzalez

Brenda Wright

1 day

Denise Ward

George Richardson

Harry Alexander

Jack Evans

Johnny Jones

Kimberly Brooks

Comfort Break

Chat

Email

Ready

On Call

Overdue

SLA OVER TIME

QUEUE SUMMARY ALL INTERACTIONS

15

Over SLAMax. WaitWaiting

Outpatients

8Cardiology

12Radiology

3

15m 25s

7m 05s

5m 45s

25m 37s

15%

0%

10%

60%Pathology

100

80

40

60

0

20

8 9 10 11 12 13 14 15

A fully editable supervisor dashboard with customisable team and group views.

IN-DEPTH INSTANT REPORTING AND CONTROL

Browser-based management

reporting gives instant performance

reports, in real-time. Supervisors

define the reports from a wide range

of parameters. Call recordings are

embedded within the reports for instant

access. And the data export function

allows you to use the data in other

formats too.

POWERFUL INTEGRATED CALL AND SCREEN RECORDING

Configure the integrated contact

recording by advisor, skill, queue or

group. This helps to protect your

organisation with accurate records.

It also assists with advisor training and

promotes quality and performance.

MANAGING SKILLS AND QUEUES

Managing skills profiles enables you

to assign work according to advisor

competence. Rate and assign skills for

each agent profile and then reserve

experienced staff for important tasks.

Use preferred agent routing for

personalised contact for special groups

of patients.

SKILLS TEMPLATES

Our useful skill templates allow

close alignment of agent availability

and customer demand. Design your

templates to match standard, peak

or weekend demand. Apply these

templates to specific agents or groups,

one at a time or several at once.

AgentsLogged in 20

CallsWaiting

3Abandoned

Calls

0Emails

Outstanding

1TotalChats

50

Longest WaitCalls

2m0s

EmailsWaiting

0ChatsWaiting

0Longest Wait

Emails

>6hr

Longest WaitChats

30s

Ready 5Calls 2Email 2Chat 1

Busy 15Inbound Calls 7Outbound Calls 3Email 3Chat 2

Contact Centre

Outpatients

SLA 1SLA 2

SLA 1SLA 2

SLA 1SLA 2

85%91%

75%80%

87%93%

There are fewer than 2 agents available

T H E PAT I E N T E N G AG E M E N T C E N T R E

Quickly and easily adjust team skills to meet patient demand. Use the skills templates to set skills by agent and team and apply at the click of a button.

The customisable Softboard presents data in one view and provides instant alerts where required.

For many Hospitals a 30% saving in Did

Not Attend (DNA) rates represents

savings of millions of pounds.

Netcall’s Appointment Management

Cycle (AMC) suite dovetails with Liberty

ContactCentre. Together, this

end-to-end patient communication

system will support NHS efficiency

initiatives.

AMC replaces outdated or inefficient

appointment reminder systems.

It does much more than reducing the

DNA rate. It gives your teams tools to

manage partial bookings, appointment

cancellations and patient call backs.

So you are able to ‘remind, rebook and

refill’ appointments.

Save money by preventing waste

and streamlining your hospital

booking operations.

Managers are able to

make informed decisions

about overbooking.

And benefit from

reduced levels of

complaints caused by

long waiting times,

or when patients get

turned away.

Ensure no

appointment slots go

to waste and help your

teams to meet waiting

time targets.

AMC will also help you:

• Improve clinic utilisation

• Reduce admission “unable to

complete” occurrences

• Manage appointment cancellations

at short notice

• Enable patient call back

• Improve patients’ experience

• Provide in-depth reporting.

Netcall’s AMC suite achieves real

savings within three months. It also

improves patient satisfaction, boosting

outpatient attendance by up to 40%.

Contact us to find out for yourself how

AMC will make tangible cost savings.

REMIND, REBOOK AND REFILL

In the NHS, every

appointment is valuable.

Hospitals need to improve

care and increase clinic

utilisation, as they

maximise patients seen.

Help patients to attend

their appointments.

Every missed appointment

avoided saves money.

According to NHS England - In Q4 2016 there were approx. 4.9m first outpatient appointments in England with 8.4% DNA rates. Missed appointments can lead to worse care for patients, inefficient use of staff time and increase waiting times.

PARTIAL BOOKING

OUTPATIENTREMIND+

PATIENTCALLBACK

FRIENDS& FAMILY

OUTBOUNDCAMPAIGNER

CLINICUTILISATION

ADMISSIONREMINDERS

APPOINTMENTCANCELLATIONS

AMC

N E TC A L L .C O M

The Patient Hub helps improve patient

engagement, saving time and costs.

Patients will have access to their own

self-service page that will display

key information relating to their

appointments.

Benefits for patients

• Log on 24/7

• Access from multiple devices

• Virtually instant communication,

patients no longer have to wait for

a letter in the post

• Easy to accept, cancel or re-book

appointments.

Benefits for management

• Significantcostsaving

• Gain rapid response for

appointment bookings

• Insight and control through

advanced reporting

• Handle a range of secure digital

communications.

SLASHING POSTAGE COSTS

The NHS spends over £79 million each

year on postage and postal services.

Self-service reduces these postage

costs by as much as 50%. Self-service

booking allows patients to make

informed decisions.

WHEN SPEED IS OF THE ESSENCE

The Hub can provide responses within

minutes, rather than days or weeks.

Patients can access information

where, when and how they want.

Appointmentsgetconfirmed,cancelled

or rebooked with minimal support from

bookings staff. Automated systems can

provide key appointment information,

questionnaires and often travel

directions.

PATIENT HUB

In the drive for greater

NHS efficiencies, patient

self-service delivers savings

and productivity. It releases

advisors for more complex

tasks, and provides greater

convenience for patients.

Reduce outbound letters, give patients easy access to a self-service hub.

T H E PAT I E N T E N G AG E M E N T C E N T R E

It excels at time and labour intensive

processes. It manages a GP referring a

patient to hospital, from initial referral

to the patient booking team. It provides

full tracking of case progress, measured

against the 18-week patient pathway.

Benefits include:

• Improved interactions and

experience by presenting a 360°

view of the patient

• Automated workflows tracks and

moves cases along pathways

• Full digital history to allow easy

tracking against your SLAs.

Intuitive and easy-to-use workflows

guide you through what needs to

happen. These workflows also inform all

relevant parties about every stage of the

process.

For example if a complaint arises,

CXM records, tracks and processes

them.

Whether the complaint is minor or

formal, CXM tracks each stage through

intuitive and easy-to-use workflows

guiding you through what needs to

happen and when.

LIBERTY CUSTOMER EXPERIENCE MANAGER (CXM)

CXM provides the right

information in the right

place at the right time.

N E TC A L L .C O M

› Netcall Liberty Platform

ContactCentre is a module of Liberty, our next-generation customer engagement platform.

Liberty unifies contact centre channels to create an end-to-end customer engagement hub.

It gives users full control over the contact centre and allows them to manage contacts, content and data.

Each Liberty module can also be deployed as a standalone solution to enhance the capabilities of legacy systems.

Learn more about Liberty netcall.com/liberty-platform.

› About Netcall

Netcall is a leading provider of end-to-end customer engagement solutions.

Our mission is to transform the way our clients interact with customers. We help them deliver a seamless and exceptional customer experience across all channels. Using our solutions they work smarter, gain competitive advantage and lower costs.

All of our solutions are secure, flexible and best-in-class. They’re easy to implement and simple to use.

› At a glance

• 700+ customers

• Over 20 years’ experience transforming customer engagement

• We deliver specialist solutions for the public, healthcare and private sectors

• We serve 70% of the NHS Acute Health Trusts

• We support over 300 contact centres.

HERE’S WHAT OUR CUSTOMERS SAY…

“ContactCentre has proven to be an excellent, robust system which directs and delivers the calls appropriately across the Trust’s complex voice and data network. The system is flexible and easy to use, manage and maintain.”

Heart of England NHS Foundation Trust

“We knew that OutpatientRemind+ would reduce our DNAs, but we were and continue to be pleasantly surprised by the actual results. Departments such as Endoscopy have seen substantial increases in patient attendance. When it’s noticed on the ‘shop floor’ we know we are moving in the right direction.”

The Ipswich Hospital NHS Trust - Saved £322k in the first 6 months

“The greatest saving has been that we haven’t increased the number of operators despite the call volumes increasing. However the time saved by staff using ContactPortal and its associated cost is immense.”

Frimley Park Hospital

”In the first few months we have seen new DNAs reduce from 12% to 10%, and follow-up DNAs are down from over 12% to 9%. We believe we can get further reductions in DNAs as we adjust the reminder call plans to increase the proportion of patients we are able to contact.”

Mid Yorkshire Hospital NHS Trust

“Having the flexibility to add extra services to the Netcall solution is a great benefit to us as we can continue to improve the speed and efficiency with which calls are handled at the Trust.”

Northern Devon Healthcare Trust

“QueueBuster fits perfectly with Spire Leicester Hospital’s philosophy. Giving callers the chance to be called back is now part of the high level of service Spire Leicester Hospital’s customers expect.”

Spire Healthcare (Leicester)

“As a result of implementing ContactPortal we have been able to reduce the number of telephone operators we employ by 43%. This provides an annual saving of £164k.”

ThamesNet

University Hospital of North Staffordshire

save an estimated £1m per year, watch the video

at netcall.com/ns to find out more.

T H E PAT I E N T E N G AG E M E N T C E N T R E

Hamilton House, 111 Marlowes, Hemel Hempstead, Hertfordshire HP1 1BB © 2017 Netcall Telecom Limited | NCE3-GEN-0617-3721

Visit netcall.com/patient-solutionsor call us on 033 0333 6100 and say “Transforming Engagement”