NHS Patient Communication Services

Conduent has designed a solution that integrates several service offerings to provide the NHS with a true omnichannel service that can send out appointment patient communication, offer a feedback mechanism, and seamlessly switch between channels as required. The ability to shift channels when needed is the key to success for any hospital. Our solution is also designed to easily and quickly onboard new hospitals, and we will use our experience to share best practices.

The sophistication of our solution means that through Artificial Intelligence and Robotic Process Automation (AI and RPA), we can eventually offer a service that will look for the ‘next best patient’ (NBP) to replace any cancellations or declines.

Key Features:

  • SMS

    98% of UK households have access to a mobile phone. The average open rate of an SMS is 99%.

  • Email

    the average person has 1.75 email accounts. Email usage continues to grow steadily year on year.

  • Call

    14.88% of healthcare appointments are scheduled by phone.

  • IVR

    expands access to patients’ appointments 24/7*365.

  • Print

    an easy way to introduce digital communication by adding a barcode to the letter.

  • Surveys

    the ability to receive feedback from patients across all channels.

  • Social Media

    a complimentary range of channels for reaching patients effectively.

  • BOTS

    giving patients access to immediate trusted and relevant healthcare services and information from any device.

  • Speech to Text

    a solution to support ESL patients to respond to reminders.

  • Video Calling

    a channel to support post-operative patients or those that will benefit from visual communications.

  • AR

    the ability to create digital and interactive communication channels from paper.

Adam Nickerson senior category manager of digital and IT at NHS SBS commented:

“The coronavirus pandemic has added to the complexity of patient appointments and waiting lists. Our Patient/Citizen Communications & Engagement Solutions framework is designed to respond to the need within the NHS for better pre and post appointment communications, to reduce the backlog of urgent appointments and improve the patient journey, pathway and care.

“Replacing the Communications, Appointments, Reminders & Alerts framework, this revised agreement is for the supply of communication methods to engage with patients, citizens and the workforce across NHS organisations and wider public sector bodies. It provides access to market leading communication tools encompassing alerts, reminders and appointment technology that support healthcare professionals to deliver effective and efficient clinical care.

“Critically, with appointment solutions on offer encompassing traditional communication methods like phone, mail, email and SMS, alongside appointment technology via digital first communication channels such as patient self-service booking solutions, the framework ensures organisations can be more inclusive of patient preferences by offering them a greater number of ways in which they can interact, make and respond to medical appointments. In addition, NHS trusts can use the framework to commission Friends and Family Test surveys to understand whether patients are happy with the service provided, or where improvements are needed.”

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