Patient Interaction Review and Optimisation
Provider of Private Mental Healthcare Services
A UK provider of private mental healthcare services enhanced patient interactions ahead of a technology refresh, implementing key recommendations for communication, organisational redesign, and cross-channel resource scheduling to optimise the patient experience.
Sector: Health
Location: UK
Ownership: Privately owned
Duration: Medium to Long Term
Challenge
The client’s services were delivered through a network of local depots, containing both warehouse and customer service facilities.
The client wanted to assess the potential opportunities from making the customer service teams function in a more consistent and collaborative manner.developments were challenging to implement due to a lack of clarity as to ‘real world’ colleague and customer experiences.
Solution
The customer service operations were analysed through both the review of data and documentation and on-site discussions/interviews. A summary view of their physical and technology infrastructure was constructed, along with the customer service model and core customer journeys.
A gap analysis of the opportunity to drive efficiencies, operational resilience and cross-network consistency through virtualising the customer service teams was created.
Subsequently, a detailed (by half-hour timeslot) analysis of inbound and outbound calls was undertaken to model the customer service staff resourcing requirements under different models of virtualisation. This provided a business case for the transformation programme.
Outcome
Project team recruited to ensure both tactical and strategic recommendations were translated into deliverable changes
Increased resilience and consistency of service
£350,000 in employment cost savings