Darren Curry, Chief Digital Officer, has been featured in this month’s Business Chief Europe. Darren talks about how we have transformed our IT infrastructure in order to deliver exceptional health services to our customers.
Providing a range of critical services for NHS organisations, contractors and the public, we have developed new, digital tools to better serve patients across England and Wales, 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digital tools has also enabled the business to raise awareness of its services, reduce its ongoing costs and overhaul outdated traditional paper-led systems which have previously been time-consuming and have impacted patient access to a number of services.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,” Darren said.
Increased focus on patient feedback has also seen the business 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,”.
Read the full story in Business Chief Europe magazine.
View NHSBSA Harnassing the power of technology to better patient care (online brochure).