See how forward-thinking NHS Trusts rapidly deployed cloud communications to enable digital-first primary and outpatient care, while allowing customer services teams and back-office staff to work from home during the COVID-19 emergency.
The Princess Alexandra Hospital NHS Trust provides a full range of general acute, outpatient and diagnostic services.
The Trust employs 3,500 staff and serves a local population of around 350,000 people living in west Essex and east Hertfordshire, centred on the M11 corridor and the towns of Harlow, Bishop’s Stortford and Epping.
8x8 helped the Princess Alexandra Hospital NHS Trust to rapidly deploy new communication workflows due to COVID-19 to address the surge in demand for virtual care, evaluation and testing.
During the last 2 weeks, 8x8 set up the following rapid response cloud contact centre and unified communications capabilities to serve the NHS Trust patients and staff during this global pandemic:
Medway NHS Foundation Trust is a public benefit corporation authorised under the National Health Service Act 2006. It is a single-site hospital based in Gillingham, Medway Maritime Hospital, which serves a population of more than 424,000 across Medway and Swale.
As an NHS foundation trust, Medway hospital employs around 4,400 staff and are one of Medway’s largest employers.
8x8 helped the Trust to quickly provide secure, efficient care throughout the continuum of care delivery and enabled virtual communication between healthcare professionals, patients, and administrative staff to reduce physical contact.
8x8 solutions encompass rapidly deployable cloud contact centre and unified communication tools that:
Provide remote emergency COVID-19 consultation and care through voice and video technology.
Procurement was completed on Crown Commercial Services Network Services 2 RM 3808 framework.
Surrey and Borders Partnership NHS Foundation Trust is the leading provider of health and social care services for people of all ages in Surrey, North East Hampshire and Brighton.
The Trust employs 2,400 staff and delivers high-quality care across 140 services to a population of 1.3 million.
Services are available in community settings, hospitals and residential homes with an emphasis on local treatment and support close to people's homes wherever possible.
8x8 are committed to helping NHS Trusts to rapidly and securely onboard and enable working from home capabilities using just a standard web browser.
Once activated, Trusts can easily assign back office support staff to work remotely, ensuring proper social distancing.
In less than 24 hours, 8x8 cloud communications solutions equipped Surrey and Borders Partnership NHS Foundation Trust with capabilities to handle accelerated demand:
Set up a same-day emergency COVID-19 hotline maintaining service continuity for patients, communities and carers.
Kent Community Health NHS Foundation Trust (KCHFT ) is one of the largest NHS community health providers in England, serving a population of about 1.4 million across Kent and 600,000 in East Sussex and London.
The Trust employs over 5,000 staff, including doctors, nurses, physiotherapists, dietitians and other healthcare professionals. They are rated 'outstanding' by the Care Quality Commission (CQC).
With the ongoing coronavirus crisis, all KCHFT contact centre staff have the tools to work remotely from home. That allows health services to be delivered uninterrupted while staff stay safe during these unprecedented times.
KCHFT's ageing BT contact centre platform restricted how patients could contact the organisation, resulting in long wait times and impacting the patient experience. The BT platform lacked essential reporting capabilities, and each report request incurred a cost.
Today, 8x8's cloud contact centre gives KCHFT patients a full omnichannel experience using their preferred modes of communications - voice, chat, email and SMS. These capabilities sharply reduce patient waiting times and substantially lowers the cost per transaction.
8x8's cloud contact centre also includes a fully-featured quality management function - previously unavailable with the legacy BT platform. Contact centre staff can now receive more effective coaching, which is proven to improve employee retention.
8x8's cloud contact centre:
