Providing a range of critical services for NHS organisations, contractors and the public, the NHSBSA has developed new, digital tools to better serve its patients across England and Wales. With a number of core patient services under its umbrella, the business has transformed its service offering to become increasingly efficient, seamless and customer-centric.
“We've altered our delivery model to become increasingly agile, where we are looking at our services from a user need perspective and reacting to those changing needs,” explains Chief Digital Officer Darren Curry.
The implementation of new digital tools has also enabled the organisation to raise awareness of its services, reduce its ongoing costs and overhaul outdated traditional paper-led systems which were previously time-consuming, further impacting patient access towards a number of services.
“Some people we spoke with weren’t getting essential treatment because they couldn’t afford it or were not aware that a service existed. We are therefore making our services as accessible as possible, in order to make a direct impact,” he says.
Its increased focus on patient feedback has also seen the NHSBSA utilise new technologies, such as artificial intelligence (AI) within its contact centre operations, in order to counteract the growing demands on its services.
“Through this process, we had a success rate of over 40% of all customers that called in, where their queries could be resolved with the AI which had been put in place. Whilst users can talk to an operator between 7am and 5pm, we've got AI on the phone 24 hours, seven days a week. This is now set to be rolled out,” notes Curry.