NHS England’s London Region has gained Europe-wide recognition, with its storm-based NHS 111 Patient Relationship Management (PRM) service receiving a major accolade at the European Contact Center & Customer Service Awards (ECCCSAs). NHS London’s 111 PRM service, which leverages Content Guru’s storm® ASSIST™ technology, was named ‘Silver Winner’ in the ‘Most Effective Improvement Strategy’ category.
The ECCCSAs are the longest established contact center awards in Europe, recognizing exceptional performance in customer service across the region. The awards ceremony took place at the Hilton Park Lane Hotel in Mayfair on Monday 21st November 2016 and saw hundreds of industry professionals attend a gala dinner and after-party. The ceremony was hosted by journalist, newsreader and television presenter Fiona Bruce and there was a special guest appearance from Olympic gold medallist Rebecca Adlington OBE.
NHS 111 PRM featured in the ‘Most Effective Improvement Strategy’ category, which celebrates those organizations who have implemented a change in their business processes that has significantly improved the customer journey and experience. storm ASSIST has been deployed for NHS England’s London Region PRM initiative, enabling all 111 medical calls made in the capital to be routed efficiently to the healthcare professional best equipped to deal with the inquiry. storm has delivered tangible benefits to service users and healthcare providers alike, throughout the capital, introducing mass-personalized communications capabilities that improve patient experience and outcomes.
Martin Taylor, CMO of Content Guru, commented: “We’re immensely proud of our work with the NHS, and to see NHS England’s London Region receive another major industry award for its 111 PRM service is fantastic. The ECCCSAs focus on customer experience, which is always important – but nowhere more so than in the delivery of public health services. The ‘Most Effective Improvement Strategy’ category highlights the transformational impact that the best customer engagement solutions can bring, and it’s great to see storm achieving this kind of impact in a major NHS service.”