How can healthcare providers implement patient-centred care?

05/09/25 Wavenet
How can healthcare providers implement patient-centred care? placeholder thumbnail

Transforming healthcare with smarter, connected care

Healthcare today faces extraordinary pressures, but also unprecedented opportunities. Patients want quick, convenient, and personalised interactions, while providers face rising demand, workforce shortages, tighter budgets, and escalating cyber risks. These challenges are real, but they don’t have to define the future of care. Read on to see how we help healthcare organisations turn these challenges into opportunities, and how our communication tools are helping healthcare providers to deliver seamless, patient-centred experiences.

How can patients feel supported?

 

The shift begins with communication. When patients can easily book or cancel appointments, share information, and self-serve, clinical time is freed up and administrative strain is reduced. By extending the same personal care to digital interactions, patients feel supported at every touchpoint.

Disconnected systems and outdated processes can’t keep up. Cloud infrastructure, AI automation, and secure, interoperable platforms help healthcare providers reduce pressure while delivering high-quality, sustainable care.

This isn’t about technology for its own sake, it’s about better outcomes. Smarter digital solutions make it possible to:

  • Reduce admin burden and clinician burnout
  • Stretch budgets further without compromising care
  • Safeguard patient data against cyber threats
  • Connect teams and systems for collaboration
  • Personalise patient journeys with intelligent engagement

The result is healthcare that’s more resilient, efficient, and human-centred. By combining innovation with expertise, providers can move from crisis response to connected care, future-proofing services while delivering the experiences patients deserve.

The pressures and opportunities facing healthcare today

Rising demand for healthcare services

With the UK’s over-65 population set to grow by more than 40% over the next 20 years (ONS), demand on hospitals, GPs, and community care teams is increasing. This isn’t just more appointments, it’s more complex, chronic conditions needing ongoing attention.

Our approach:
Scalable, cloud-based infrastructure and secure communication tools help organisations manage surges in demand while maintaining quality of care.

Tackling workforce shortages and burnout

Tens of thousands of healthcare vacancies are predicted in the years ahead. This shortage adds pressure, increases patient risk, and fuels burnout.

Our approach:
Automation and AI take on repetitive, time-consuming tasks, from appointment reminders to triage to freeing staff to focus on direct patient care.

Overcoming budget constraints

Funding pressures continue to grow, with every pound expected to stretch further.

Our approach:

  • Replace costly platforms with unified communications 
  • Reduce downtime with disaster recovery and continuity solutions
  • Maximise efficiency without sacrificing patient care

Protecting patient data

Cybercrime in healthcare is rising fast, with attacks targeting sensitive records.

Our approach:
Our CyberGuard services deliver managed detection, penetration testing, and rapid incident response to safeguard data and ensure compliance with GDPR and NHS standards.

Breaking down legacy barriers

Disconnected legacy systems still block efficiency and frustrate staff. Digital transformation is no longer optional, it’s essential.

Our approach:
We integrate EHRs, patient portals, and cloud contact centres into secure, interoperable workflows, so patient information flows seamlessly across teams, improving collaboration and care.

The role of AI in Healthcare

AI and automation are already transforming care delivery:

  • Appointment scheduling via voice, SMS, or email
  • Intelligent call routing for NHS and private providers
  • Virtual assistants for triage and routine requests
  • Sentiment analysis to support sensitive conversations

From aged care to clinical trials, AI-powered tools improve access, reduce admin burden, and enhance patient satisfaction.

Why digital transformation matters now

Healthcare is becoming more data-rich, patient-driven, and digitally connected. Providers that thrive will combine human expertise with digital innovation to deliver seamless, personalised care.

The opportunity is clear:

  • Better patient outcomes
  • More efficient operations
  • Greater resilience in a fast-changing world

The future of healthcare isn’t about keeping up, it’s about leading. By integrating secure, scalable infrastructure with intelligent engagement tools, providers can deliver care that is as personal as it is powerful.

Partnering to enhance the patient experience

Our partnership with Five9 takes engagement to the next level. Five9’s intelligent cloud contact centre enables providers to:

  • Manage enquiries across voice, chat, email, and SMS
  • Use AI virtual agents for routine requests, cutting wait times
  • Deliver consistent, high-quality experiences, even during peaks

Together, we help healthcare organisations reduce costs, boost satisfaction, and deliver the kind of connected care that improves outcomes for both patients and staff.


Ready to transform healthcare?

Discover how smarter, connected care can ease pressure on staff, strengthen cyber resilience, and deliver better patient experiences.

Talk to us

Cloud Contact Centre, Five9, Unified Communications & Voice, Security & Compliance, Government & Healthcare, AI, Cloud, Digital transformation, Automation

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