Cloud contact centre company Content Guru is a finalist for Best Automation Project at the Digital Technology Leaders Awards 2019, in recognition of its delivery of better patient engagement with NHS 111 London.
The Awards, organised by IT publication Computing, recognise the achievements of the individuals and organisations delivering innovation and excellent customer engagement through digital technology. The winners will be announced at a ceremony at the Hilton London Bankside on July 2.
Bracknell-based Content Guru was shortlisted for the ‘exceptional work’ of its cloud contact centre platform, storm, for the UK National Health Service’s (NHS) 111 non-emergency service in London. The storm team assisted NHS 111 London to resolve queries without frustrating patients by unnecessarily passing them between clinicians. Storm’s Patient Relationship Management Solution (PRM) automatically routes repeat callers to the same clinician they had previously spoken to, removing the need for patients to repeat their symptoms.
The success of NHS 111 London’s use of the PRM has seen a 50%-plus reduction in the number of ambulances needing to be dispatched for complex patients with a care record. Independent evaluations have also found that 80% of care plan callers are satisfied with the improved service.
Martin Taylor, deputy CEO of Content Guru, said: “Content Guru has developed a fantastic partnership with NHS 111 London over a number of years, delivering better outcomes for patients across the capital. It is great to see storm’s provision of superior patient and clinician experience being recognised at the Digital Technology Leaders Awards, and we are looking forward to enjoyable night at the ceremony in July.”