The fragmented nature of healthcare delivery has historically resulted in complex and convoluted communication between NHS organisations, healthcare professionals and the populations they serve. Delivering integrated care requires coordinated communications that allow better access to information, provide clear navigation of services and enable more effective patient management.
Arden & GEM’s Universal Contact Centre solution creates seamless connections through innovative technology, compassionate service and a dedicated team of experienced NHS practitioners. Our support enables health systems to improve access to healthcare services, enhance patient experience and optimise the efficiency of healthcare delivery. Our Universal Contact Centre can provide a centralised point of contact for patients, caregivers and healthcare professionals - supporting the effective management of enquiries, appointments, referrals, information requests and enabling the effective direction of patients to the most appropriate services. We deliver an efficient interface between your population and health system that ensures timely access to services while relieving pressure in challenging areas such as emergency care.
We strive to be the beating heart of communication, fostering meaningful relationships between health systems and their populations, while championing inclusivity and efficiency in every interaction that can improve population health.
Our Universal Contact Centres use a tried and tested four stage approach to delivering support that meets your individual requirements (Discovery – Co-design – Deliver/Embed – Sustain). Our solutions provide:
- Contact centre support: Multichannel communication approaches for seamless access
- Multidisciplinary teams / skills based routing: Trained, dedicated, motivated and skilled staff with efficient and effective triage and urgent care support
- Integrated Care System appointment booking: Centralised appointment management through dedicated online platform access with real time provider availability and scheduling
- Triage services: Smooth and effective triage though clinical decision support, access to electronic health records and referral management that ensures clear pathway processing.
Why Arden & GEM?
Our established IT team are highly skilled and accredited in developing, implementing and managing multiple customer requirements and configurations with an innovative mindset. We are currently supporting over 40,000 users across the English health system.
We take time to fully understand organisational and population needs and maximise the impact of our support by providing a solution that is tailored to meet the specific challenges.
Arden & GEM's IT Service Desk has been awarded the customer-led accreditation against the SDI’s Service Desk Certification (SDC) programme – the global best practice standard for service desks.
CASE STUDIES
Arden & GEM is already helping healthcare systems with our Universal Contact Centre. Find out more by accessing the resources below.
Providing an IT service desk for commissioners and GPs in Essex
When commissioners in Essex appointed Arden & GEM to deliver corporate and GP IT support, mobilisation and continual improvement of a service desk for users was a fundamental element of the contract.
Automating IT account processes for staff joining and leaving NHS Trusts
Arden & GEM’s in-house RPA team worked alongside the IT service desk to conceptualise, develop and implement an RPA solution to managing account processes for staff joining and leaving NHS Trusts in Lincolnshire, Derbyshire and Essex.
Improving the patient check-in experience during GP visits
Arden & GEM’s IT service put together a dedicated project team and funding proposal to work with Lincolnshire ICB and the 113 GP practices in Lincolnshire to reinstall patient self-check-in screens following COVID-19 measures which have improved the efficiency and experience of the check-in process.
CONTACT US
If you’d like to find out more about our Universal Contact Centre please contact us here: