Our client was about to embark on a complete technology refresh, with a new Electronic Health Record (EHR) patient management solution, patient interaction tools and CRM. In advance of starting the transition process, the company’s owners wanted to review how it interacted with both NHS and private patients and identify opportunities to improve.
Our Approach
- We undertook a detailed review of available management information data – and arranged for the capture of more when it was not available.
- In addition, we held a series of one to-one and group discovery sessions with patient-facing staff, members of support teams and wider stakeholders within the business.
- This was supplemented by analysis of review sites and other patient forums, and we carried out ‘mystery shopping’ contacts to assess competitors’ patient proposition and approach.
Results
- Enhancements to patient communications, email and on-line guidance changes, IVR re-design and an out-of-hour chatbot deployment
- Creation of a unified queue, cross-channel resource scheduling and advisor knowledge presentation, all newly feasible with enhanced technology
- Organisational redesign, with merger of separate report-writing teams, creation of a Learning & Development function and career progression routes for administrative and assistant psychologist staff
- Delivered guidance to optimise the effectiveness of the new ‘tech stack’ roll-out, including over-investment in requirements gathering, communication and use of colleague ‘super user’ solution champions
