Move to the Cloud to deliver better patient outcomes

11/11/24 Wavenet

Old vintage Fax machine

More than 800 fax machines are still being used by the NHS – almost four years after the Government's deadline for a total ban on them.

Fax machines aren’t exactly cutting-edge technology. And their continued usage encapsulates the connectivity, data access and compliance challenges facing the NHS. Over 1.6 million patients interact with the NHS every day and outdated technology is simply not up to the task.

Not only that, but it’s also ill-equipped to weather the modern cyber-attack landscape – a recent ransomware attack resulted in 10,000 cancelled appointments across NHS Trusts.

Cloud contact centres bring communication into the 21^st century and help the NHS securely deliver better patient outcomes.

Patient-centricity

Delivering an excellent patient experience is a top priority for the NHS. Cloud contact centre solutions provide the tools and capabilities needed to do this.

Cloud contact centres integrate with business applications, such as Microsoft Teams and EPR systems, effortlessly connecting employees across acute care, community care and mental health departments. This level of integration provides staff with access to the information they need to make the correct decision for each patient based on their health history.

Through omnichannel communication features, NHS contact centre staff can stay with the patient through their entire journey – whether they’re booking an appointment, ordering a repeat prescription or asking for help with a more complex enquiry. What’s more, advanced data analytics capabilities enable insights into patient needs and preferences, allowing for tailored service delivery that addresses the unique requirements of each patient.

Across all these services, cloud contact centres adhere to strict data privacy practices, ensuring compliance and maintaining patient trust.

Faster response times

Just 24% of the public is satisfied with the NHS and 71% cite the time it takes to get an appointment as the main reason for their dissatisfaction. Customer satisfaction scores (CSAT) are low.

One of the challenges is that patients call NHS front desks for a number of reasons beyond just making appointments – to ask about opening hours, parking, changing appointments or checking test results. And often patients are distressed, either because they themselves are unwell or because someone close to them is.

So, while front desk staff aim for first call resolution and short average response times, they are under a lot of pressure.

Cloud contact centre solutions offer automation features that streamline workflows, reducing manual tasks and enhancing operational efficiency. Integrated conversational AI and interactive voice response (IVR) can help direct calls to the correct department and handle routine enquiries, cutting down on call wait times and freeing agents up to directly answer relevant questions.

Informed planning

‘Years of under-investment in the health service has left staff overstretched, exhausted and struggling to provide the care patients have a right to expect.’ Tim Gardner, Assistant Director of Policy at the Health Foundation.

In such conditions, it is easy to see how difficult it must be to decide how to invest time and money to make improvements. But cloud contact centres can help. Real-time, historic reporting and data-driven insights reveal trends and areas where operational efficiency can be increased.

These statistics enable NHS Trusts to make informed decisions about staff resourcing, enabling them to handle busy times more effectively and save on overstaffing during quieter times. This scalability is vital for ensuring that local NHS Trusts and country-wide services can cope with sudden, unexpected increases of calls, for example if there’s a local outbreak of salmonella or a wide-spread heatwave.

Speech and sentiment analytics also provide essential insights to highlight training requirements and speed up enquiry resolution. All of which lead to better patient experiences.

An 8x8 customer, The Princess Alexandra NHS Trust, was able to use reports on abandoned calls, average call wait, and call duration to double the number of calls they handled and drive down missed appointments, which can cost £300-800 each.

Modernise the NHS

Cloud contact centre solutions offer scalability and flexibility, and seamless integration with existing systems speeds up journeys through care pathways as agents have access to all the information they need for faster decision-making.

By embracing cloud contact centre solutions and fostering a culture of innovation and continuous improvement, NHS Trusts can upgrade their communications from fax machines to AI-enhanced omni-channel experiences.

8x8’s secure solution – DSP toolkit compliant with a 99.999% uptime service level agreement (SLA) and UK ring-fenced data – provides the tools, insights and flexibility needed to deliver better patient outcomes. And with Wavenet’s experience working with NHS 111, we are well positioned to modernise your communications.

Find out more here

Cloud Contact Centre, Government & Healthcare, Public Sector, 8x8

Latest blogs

See all posts

Placeholder thumbnail

Boardroom vs breach: 20 questions every IT leader should be asking about cyber security

Cyber threats are evolving faster than most organisations can keep up. Between new attack techniques, expanding digital estates, and the cyber skills shortage, even well-equipped IT teams are struggling to stay ahead. It’s no longer enough to tick compliance boxes or to simply deploy the latest tools. Real security starts with asking the right questions and acting on the answers. That’s why we’ve created Boardroom vs Breach, a 20-question self-assessment designed to help IT leaders and those responsible for cyber-security take a clear-eyed look at your current security posture, highlight blind spots, and spark critical conversations at board level. Why this matters The cost of a cyber breach isn’t just downtime – it’s trust, reputation, compliance fines, and lost revenue. Yet many companies don’t know if their defences are actually up to the task – do you? These 20 questions aren’t about theory; they reflect real-world weak points that we see every day. If you can’t answer them confidently, we can help. The 20 questions you need to answer Visibility & monitoring Do you have complete visibility of your IT assets? What visibility do you have into incidents and events across your infrastructure? How do you manage your security tooling? How many different tools are you running — and are they working together? Are your systems and endpoints patched regularly? Our advice: Gaining complete visibility starts with consolidating event data, automating alerts, and ensuring continuous oversight across your entire estate. Take a look at: Security Information and Event Management Vulnerability Management Managed Detection and Response Threat detection & response What happens if an incident occurs after hours? How do you find out? Who responds? When was your last penetration test? How regularly do you conduct them? What protections are in place for endpoints, email, and networks? What level of visibility do you have into potential breaches? Do you work with a partner that offers 24/7/365 response and real-world support? Our advice: Improve threat visibility and reduce response times by combining real-time monitoring with expert-led incident analysis and containment. Take a look at: 24/7/365 Managed Detection and Response Incident Response Retainers Penetration Testing and Red Teaming Cloud & modern IT risk Do you use public cloud services? Are you confident in how they’re secured? How do you manage and secure user devices remotely? What vendors are you currently relying on — and are they right for your risk profile? How do you secure your network beyond the firewall? Our advice: Extend visibility beyond the traditional perimeter by applying cloud-native monitoring, endpoint telemetry, and policy-based access control. Take a look at: Cloud Security Assessments Secure Access Service Edge (SASE) Endpoint Detection and Response (EDR) People, process & planning How are your users trained to detect attacks such as phishing? Do you have access to expert help in a crisis? What cyber expertise exists in-house — is there a dedicated security leader? How do you create a positive security culture, not just rules? What threats are most relevant to your industry? Are you meeting required regulations and compliance standards? Our advice: Build better situational awareness by aligning people and processes with continuous monitoring and clearly defined escalation paths. Take a look at: Security Awareness Training Virtual CISO Services Compliance and Risk Consulting And a bonus question, with potentially the most worrying answer of all… What would a breach cost your business — financially and operationally? Putting it all together While individual solutions can address specific security challenges, working with a trusted managed services and security partner ensures cohesive, round-the-clock support across every aspect of your cyber security posture — delivering greater efficiency, resilience, and long-term value. We work with IT and security leaders across all sectors to assess risk, build resilient cyber strategies, and deliver comprehensive protection that scales with your business. From real-world penetration testing to 24/7/365 threat detection, cloud security, and expert consultancy, we’re your trusted partner in securing the ‘now’ — and preparing for what’s next.

Placeholder thumbnail

Migrating legacy on-premises PBX to the cloud: The tide has turned [whitepaper]

Cloud is the clear choice for business communications Industry watchers and pundits all agree that in the cloud-versus-premises PBX debate, the cloud has won. Cloud-based “as a service” solutions are taking off as companies look to the cloud for their unified communications (UC), collaboration, and contact centre needs.

Placeholder thumbnail

7 benefits of moving from an on-premises PBX to the cloud [whitepaper]

Tipping points: Factors typically driving the transition from a legacy PBX to cloud VoIP Essential business apps are now born in the cloud. Whether you have a CRM solution, something for HR, or simple file storage, it’s probably in the cloud. But for any number of reasons – not the least of which is the relatively large investment required for a new PBX – many businesses have delayed upgrading their PBX and moving it to the cloud. Consequently, you may be living with a communications system that lacks the capabilities and flexibility to support rapid growth or business agility. Or you may be dealing with the worry that you are literally one ageing component away from complete failure of your company’s business communications... Whatever your current situation, this paper provides useful insight, including understanding the factors typically driving the transition from a legacy PBX to cloud VoIP and factors to consider when selecting a communications provider before drilling down into each of the 7 key advantages of moving to a cloud communications system…

Placeholder thumbnail

Microsoft 365 by Wavenet - video

Microsoft 365 is a comprehensive cloud-based subscription service that integrates collaboration, communication, and productivity tools for enterprises, supported by various management and compliance services. Microsoft 365 brings together best-in class productivity apps with powerful cloud services, device management, and advanced security in one, connected experience. Once used to its full potential, Microsoft 365 can speed up processes, reduce costs, save time and make compliance easier. But its constant updates and complexity often get in the way. That’s where we help — with nine practical ways to get more value from Microsoft 365, from buying and configuring it to improving security, collaboration and everyday use. Watch our 3 minute video below, to find out how…

Close up of a server stack with flashing lights

3 reasons why reliable network infrastructure is the backbone of digital transformation

Reliable network infrastructure is the foundation of any successful digital transformation. In this short video, Tom Harris explains how strong connectivity supports secure operations, enables remote work, and gives businesses the flexibility to scale and innovate. From improved data protection to cloud readiness, learn why getting your network right is essential for long-term growth.

Top 3 cyber practices every business should adopt

Top 3 cyber practices every business should adopt

Cyber security threats are evolving, but so can your defences. In this short video, Tom Harris shares three essential practices every business should adopt to protect sensitive data and reduce risk: implementing strong access controls, delivering regular security training to employees, and keeping software up to date. These simple, proactive steps can make a big difference in strengthening your organisation’s security posture.