Vocoll for NHS Appointments

Appointment teams handle large volumes of calls each day and are often under resourced and short on time, which places them under pressure.

As a consequence, patients are subjected to lengthy call waiting times and patient experience is compromised.

Appointment teams’ time is split between answering phone queries and actioning requests from both patients and consultants, the former being primarily FAQ category queries and the latter having no auditable trail. There is also a lack of data quality and trackability when it comes to what questions are being asked and when.

Vocoll can be implemented to enhance

Providing solutions More efficient Appointments management

Through accurate reporting of the time and nature of issues being raised, staff are better equipped to manage their workflows more efficiently.

Patients and service users receive a better service with staff feeling more in control of their time and resources. Service managers can manage their teams more effectively.

Connected Group communication and mobile access means consultants and clerks can be more agile in responding to issues and have less of a delay when it comes to accessing information. Transferred information is also more accurately captured and stored, providing an auditable trail.

Tell us Vocoll can help your teams

Vocoll Interaction Features

Streams

Streams

Give your teams the ability to handle multiple chat streams at once.

Groups

Groups

Create groups of people and set privacy to keep communications secure.

Teams

Teams

Create and customise as many teams as you require.

Media library

Media library

Share rich media from a secure shared library. Add to your library simply by dragging and dropping images onto your Live Interactions.

Omni-device

Omni-device

Any device, anywhere. Your visitors and teams are mobile, so your Live Interactions should too. Accessible on desktop, tablet or smartphone—and omni-device synchronisation means conversations are never lost.

Security & privacy

Security & privacy

Conversations are securely encrypted with the same security protocol as online banks—and all data is stored within the UK.

Reports

Reports

Create reports on how your teams and staff are doing. View stats on timeouts, abandoned calls, resolutions, closure times, closed interactions, interactions by category and more.

Categories

Categories

Create and set categories for calls so that you can understand what people are calling for in reports. Re-organise mid-call, or at the end if required.

Automated management Knowledge Bot frees up front-line Appointment staff

Vocoll’s AI-driven Knowledge Bot provides a layer of intelligent automation which can handle basic logistical and objective queries, freeing up the agents to handle live booking requests and phone calls.

Vocoll can drastically improve the patient experience by removing margin for human and organisational errors that arise around ad hoc requests.

Vocoll allows patients to feel much more secure and in control when it comes to their outpatient care, as they can get the answers they need, when they need them.

The benefits of using Vocoll NHS for Appointments

  • Improved data quality
  • Tracking of ad hoc requests
  • Improved patient experience
  • Reduction in seemingly ‘random’ clinic changes
  • Improved visibility of appointments and tracking of changes means less overbooked appointment slots and happier consultants, patients and booking clerks

AI-driven Knowledge Bot Features

Headline features of our AI-driven Knowledge Bot

Always on

Always on

Knowledge Bot will auto-activate when outside of available hours or if no one is available, making sure service users can always get what they need. If they can't, then it sends a callback request and log to the team to pick up when they are next available.

Forwarding

Forwarding

If Knowledge Bot can't answer the question, it will either send the call to a support agent or send a callback request to the support team.

Intelligent response

Intelligent response

When a customer asks a question the Knowledge Bot retrieves the relevant answers. If those are not quite right, it will deliver new answers and will never repeat itself. It learns which answers are the best and uses those.

Interject

Interject

If a support officer comes online when Knowledge Bot is responding, they can interject and take over to provide 1-2-1 support.

Vocoll NHS in action

  1. COVID-19

    We are doing our bit during the current COVID-19 crisis. Free and special deals on Vocoll licences.

  2. Maternity

    See how Vocoll is helping out in Maternity across the NHS.

  3. CAMHS

    See how Vocoll is helping out in mental health across the NHS.

  4. Patient Advice & Liaison Service (PALS)

    See how Vocoll is supporting PALS and relieving pressure on front line staff.

  5. Appointments

    See how Vocoll is helping streamline digital appointments across the NHS.

Let us show you how Vocoll can help you work smarter

Vocoll is a modular, integrated suite of applications that can make your teams more productive and provide your customers with even better service—for one simple price.

Just answer a couple of questions below, to identify the areas where you would like help, so that we can tailor the right Vocoll package for you.

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