How can the NHS benefit from live chat software?

The NHS is one of Britain’s most cherished institutions but the organisation is in trouble. It faced crises in the past, but this time feels different, serving doctor Peter Neville told CNN. The service needs a paradigm shift to cope with the twin pressures of falling funding and rising demand.

In the mid-2010s, the coalition government under David Cameron and Theresa May set a target for the NHS to achieve efficiency savings of 20 per cent by 2020. Unfortunately, efficiency actually declined, as highlighted in a government report, The NHS productivity puzzle.

As such, the need for innovation is higher than ever. The NHS must find ways to serve more patients with fewer relative resources than in the past.

The central concern is administrative quality – the time staff dedicate to providing general services to patients. NHS Chief Strategy Officer, Chris Hopson, told a Radio 4 program that the service only spends 2% of funding on administrative tasks, compared to 4.2% in Germany and 8.3% in the U.S.

The problem is the lack of support. Patients often feel marooned, unable to talk to their care providers. They want clinics, doctors, and hospitals to communicate with them regularly about their care, but that doesn’t always happen.

Some local authorities are trying to change this by integrating live chat services for businesses. These tools allow them to communicate with more patients and relatives than ever before, streamlining services.

For instance, Click4Assistance’s SaaS live chat is already being used by some NHS authorities and delivering benefits. Danny Young of the NHS Vale of York told us that he was impressed with the product and its simplicity of use. “The support has been fantastic and when I have needed assistance or queries answering, I have benefitted from people who take ownership of issues and follow up personally.”

How the NHS can benefit from live chat software

So how, specifically, can the NHS benefit from live chat software? That’s the topic we explore in this section.

Leverage analytics

First, live chat software makes it easier for the NHS to monitor patient communication and identify areas requiring improvement. Solutions offer granular data, making it easy to see which communication aspects are thriving and which require attention.

When done correctly, proper chat implementation can aid NHS authorities to optimise service delivery. Chat-derived metrics enable a more accurate assessment of whether patients’ support requirements are being met.

Comply with data protection

Live chat software is also helping NHS authorities comply with stringent data protection and privacy regulations. The software provides encrypted channels and chat transcripts for audit-related purposes, with end-to-end security built-in, protecting patients from information breaches that could compromise confidentiality.

Click4Assistance’s live chat tool is registered with the NHS Data Security and Protection Toolkit. The service we offer implements high-security protocols, support when you need it, and even the ability to add short-term licences and peak times.

Enhance staff collaboration and coordination

Another significant benefit of live chat software is enhanced staff collaboration and coordination. Team members can share information in real-time and solve patient problems collectively. Anyone in the organisation can join the chat and provide answers immediately.

Triage enquiries

NHS surgeries can also benefit from live chat software’s ability to triage enquiries. Initially, chatbots programmed to ask basic questions try to learn more about patients and their problems. The software then uses this information to direct enquiries to the proper service or answer queries, escalating calls to human agents, if necessary.

Assist with prescription requests

Another critical benefit of live chat software is its ability to assist with prescription requests, something that takes up a significant portion of secretarial time. Patients can make requests through a chatbot or live chat service, and doctors can then review these for approval.

Again, this feature reduces administration time spent on primary patient management. It also reduces the need for additional appointments, freeing doctors to dedicate time to more pressing cases.

Increased efficiency

Perhaps the most significant benefit of introducing live chat software in NHS settings is its ability to streamline communication and service provision. Click4Assistance’s live chat reduces the need for phone calls and emails, helping staff provide patients with value faster.

Automate appointment bookings

On this point, live chat software can streamline appointment bookings. Patients can interact with chatbots and see available slots directly, instead of ringing through to a member of staff. Secretaries are freed up to focus on in-person patients and provide them with superior service.

Offer more personalised support

Another celebrated advantage of live chat software is its ability to provide patients with more personalised and instant support. For example, Click4Assistance’s BotBuilder lets you specify unlimited chat complexity, enabling you to ask and answer numerous patient questions to assist them and help them access the treatments and services they require. Service users can feel like they are accessing professional support without encroaching on staff’s precious time.