Read how EDATT is improving patient access and freeing up capacity in
UK Primary Care.
Reduce missed calls by 65%
The EDATT Access dashboard for NHS England Primary Care now includes the 8 key telephony metrics in one single easy-to-read interface. This snippet comes from Tudor Lodge Health Centre's dashboard showing how deployment of EDATT and our wrap around support of optimising access over the last 12 months has resulted in;
• 1,600 less inbound calls per month
• A 65% reduction in missed calls
• 60% shorter average call queue duration
These improvements have not only made patients happier, but have improved access and freed up capacity to allow Prash to reallocate his staff to proactive and preventative care.
Improving digital literacy to better manage demand
This case study highlights the transformative impact of EDATT on patient access and experience in NHS Primary Care. The solution successfully addressed barriers to access, improved efficiency, and enhanced patient engagement.
Poplar Grove Practice experienced tangible benefits, including increased staff morale, cost savings, and improved QOF and IIF performance and most significantly improved health outcomes for patients. The results demonstrate the potential for broader adoption of digital enablement tools in healthcare settings, leading to improved patient outcomes and satisfaction.
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What the client said...
Vicki Parker, PCN Manager @ Maple PCN
“Hanley Consulting has developed a solution that works for patients and practices. The deployment was seamlessly managed and required minimal time from our team. Our receptionists now have more time to care for patients and answer calls from those who cannot access our services digitally. The GP and receptionist time saved is a testament to the work Hanley Consulting have done and thanks to digital utilisation and enablement we are able to deliver a better level of care to more patients.”
What the client said...
Jennifer Keen, Practice Manager @ Whitehill Surgery
“Our missed calls were reduced by nearly 20% mainly owing to patients opting for digital support. By empowering patients to complete administrative tasks via the digital assistant (for example updating personal details, submitting asthma reviews and home BP readings) a total of 6 hours and 20 minutes of admin time was saved in 4 months.
Our NHS App uptake tripled during the pilot phase due to EDATT’s guided support via the automated chatbot. 69% of patients asked agreed they felt more empowered when asked to complete their health need digitally via the platform, with 61% saying this has improved their experience of accessing healthcare to meet their needs."
NHSE Pilot with Blinx Healthcare at Whitehill Surgery
The aim of RPA is to automate repetitive processes to boost efficiency. In this project we used automation to provide automated digital support to patients at the first point of contact with their GP practice, whether that is via the telephone, the practice website or in the surgery.
Whilst the EDATT digital assistant enables patients to complete administrative tasks themselves, integration with Blinx PACO enabled clinical system integration and offered patients direct routine appointment booking within the patient-facing chatbot interface.
Our digital assistant integrates with over 20 digital primary care booking applications.
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“Our missed calls were reduced by a whopping 65% mainly owing to patients opting for digital support. By empowering patients to self-serve for simple admin tasks we now receive over 1,500 less calls per month allowing me to retrain and reallocate our team to other tasks such as preventative and proactive care."