Case Study : NHS 111 London
NHS 111 is a national service for providing rapid urgent care which does not constitute a 999 emergency. Across London, its busiest and most populated region, the service handles 32,000 urgent calls a week, 24/7, 365 days a year, successfully freeing up emergency services to cover 999 instances. NHS 111 Health Advisors and Clinical Advisors must deliver fast, accurate information, ensuring they are sensitive to each individual’s requirements and providing further assistance where necessary. However, a lack of digital innovation was impacting patient experiences and outcomes. Amending this situation was a key initiative within the nationwide NHS ‘Personalised Health and Care 2020’ strategy.
Content Guru assisted NHS 111 London by helping develop the Patient Relationship Management (PRM) solution, securely integrating distinct medical and care information systems to automatically decide how best to route interactions. This has led to significant improvements in patient experience, through enabling a more direct routing to the most appropriate medical person.
“The storm® platform delivers an amazing set of capabilities, which have transformed the way NHS 111 operates in London. We’re really excited to implement further capabilities through storm as we go forward, and the platform will be instrumental in realizing our digitalization objectives. Most importantly, however, is that we’re able to substantially improve the experience of Londoners calling NHS 111 and the outcomes of our patients, ensuring that they get through to the care and support they need, when they need it, first time.”
Eileen Sutton, Head of Service Redesign and Innovation (Integrated Urgent Care), NHS London SHA
The real-time and historical reporting capabilities of storm allow London’s NHS 111 team to easily spot any developing epidemics, as well as identifying geographical areas of the capital that are most affected.
The PRM solution identifies repeat callers (within the last 96 hours) and routes these patients to the same NHS 111 provider they had previously spoken to, reducing the need for repetition and ensuring a patient’s conditions can be monitored.
storm intelligently compresses Special Patient Notes to convey key medical directions to ambulances, such as Resuscitation plans. This digital innovation directly improves patient outcomes, meeting the targets laid out in the ‘Personalized Health and Care 2020’ strategy.