Video transcript: Boosting the health of a patient call centre

Transcript

Sophie McCartan
Ramsay Health Care is one of the leading independent healthcare providers in the UK. We were in a position of coming out the back of Covid, we were getting far too many calls then we've got the manpower to cope with and we couldn’t recruit fast enough, to be able to backfill that capacity.

Shamil Ganatra
The fact that we were able to offer Ramsay a team that had customer service and healthcare experience was a key part of why we were successful together and Ramsay chose to go with us.

Tom Woodburn
There are real people here, thousands of people here that have been stuck on NHS waiting lists for years that have a real opportunity to tap into some of the skill sets, some of the knowledge, some of the clinical capabilities that Ramsay held and the way that they need to access those services is through really kind of reinvigorating the way that the national enquiry centre worked.

Emma Peakall
We were able to provide best practice, share our successes, any lessons learned or offering areas of improvement within the systems, within the processes. But also, our teams are rapidly learning from the Ramsay teams who were so central to them getting up and running quickly.

You’re dealing with people at often the most vulnerable and distressing times in their life. So to make sure that the service that they were providing was of a really high quality, we had people that were empathetic that were sensitive to the issues that people were facing was absolutely fundamental from the get go. It was just really astounding to kind of see and witness.

Charlotte Wood
We work very closely with the project managers who were keeping us up to date with what was going on on the ground. But we also built really, really good relationships with the guys that were actually handling our calls. 

Sophie McCartan
So it wasn't just about actually the fire break we needed to be able to answer the calls and get back on top of that. But it was about we worked in partnership and shared learnings together and I think the impact of that has stayed with us in terms of how we’re doing things differently in the contact centre now.

Charlotte Wood
It's definitely helped us understand what our workload is. It gave us that kind of breathing space to be able to really understand what was going on day to day and it also had a really good effect on our team because they weren't fighting fires all the time.

Shamil Ganatra
I'm really proud of our team. We were able to answer the phone to 29,000 patients that were calling Ramsay for help.

Emma Peakall
We achieved the booking of 5,500 outpatient appointments.

Tom Woodburn
We were able to co-deliver an improvement of 40% in the average amount of time it takes to handle a call.

Emma Peakall
We were able to increase the answer rate by 25% on average to patients trying to get through to the centre.