The COVID-19 pandemic had a profound impact on the operations and trajectory of the healthcare industry, particularly for telehealth services like those provided by Doctor Care Anywhere (DCA). Due to social-distancing measures and lockdowns, there was a significant surge in the demand for telehealth services. DCA was at the forefront of this shift, experiencing a rapid expansion in its customer base and the volume of interactions it managed. This sudden increase was partly due to DCA partnering with major insurers and becoming their primary provider of GP telehealth services, which significantly broadened the scope and scale of its operations.

To cope with this increased demand and ensure continuity of care during the pandemic, DCA had to scale its operations dramatically. The company's contact centre team grew almost overnight from around 10 to approximately 60 Patient Experience Co-Ordinators. This expansion was crucial to manage the rising number of patient interactions effectively and maintain service quality under the pressure of heightened demand.

As the company’s contact centre experienced rapid expansion, the requirements of the contact centre changed. As a business looking to invest in it’s technologies DCA recognised the opportunity to enhance its telephony platform by introducing new functionalities such as intelligent call routing to direct patients to the appropriate services, live listening for real-time support and quality assurance and seamless integration with CRM systems.

Recognising that by introducing smart technologies DCA understood they had the opportunity to refine their processes and further increase the efficiencies of their contact centre by utilising this more sophisticated approach to support the services that they deliver. DCA’s contact centre transformation was propelled by the insights gained during the pandemic era, which demonstrated the vital role that advanced technology plays in scaling operations, managing increased demand, and maintaining high standards of patient care. The overhaul aimed to future-proof DCA’s contact centre operations and better prepare the company for continued growth and expansion in the evolving landscape of virtual healthcare services.

In response to recognising the increased requirements to enhance the customer and colleague experience DCA engaged with Onecom to usher in a new era of contact centre capabilities, powered by Five9’s cutting-edge CCaaS solution. The strategic collaboration aimed to pivot DCA from its legacy systems to a sophisticated, cloud-based platform that promised not just to enhance the efficiencies but to propel the company towards a future of service excellence in telehealth.

Greg Rixon, Head of Patient Experience commented: "Our partnership with Onecom and the integration of Five9's technology was a game-changer. It allowed us to create a seamless patient journey and provide our Patient Experience Coordinators with the tools to offer truly personalised care. This isn't just a step towards technological advancement; it's a leap towards transforming healthcare accessibility and patient satisfaction."

Central to this transformation was the implementation of an intelligent IVR (Interactive Voice Response) system, designed to streamline the patient journey from the first point of contact. With dynamic call routing, patients were efficiently directed to the appropriate service avenues, significantly reducing wait times and elevating the quality of the interaction. The IVR system, equipped with self-service options, also allowed for better patient autonomy while optimising agent availability for more complex queries.

Moreover, the new system was fully integrated with DCA’s CRM, providing a unified patient view that enabled a more personalised and informed patient experience. Patient Experience Co-Ordinators were now empowered with real-time data and a comprehensive history of patient interactions, allowing for more accurate and empathetic engagement.

Victoria Kluj, Patient Experience Support Manager enthused, "Embracing this new technology meant we could honour our commitment to patients and staff alike. The intelligent IVR system and real-time analytics ensure that our coordinators can deliver care with the compassion and precision that Doctor Care Anywhere is known for."

Real-time analytics transformed how DCA understood and managed its patient interactions. With data-driven insights, decision-making became more proactive, and resource allocation was optimised to meet fluctuating demand. Supervisors could now effectively monitor service levels, call flows, and agent performance, adapting strategies in real-time to ensure operational efficiency.

To support its rapidly expanding remote workforce, DCA's solution included tools for live listening and quality assurance. These tools were critical for maintaining service standards and facilitating continuous agent training and development, crucial for a team that had expanded its ranks so swiftly.

In an age where every second counts, the Five9 solution also provided DCA with powerful, easy reporting capabilities. Customisable to fit the company's unique needs, these capabilities granted leadership clear oversight of operations and the ability to swiftly respond to emerging trends and challenges.

With the support of Onecom, DCA's journey to digitalisation was meticulously planned and executed, ensuring that the transition was as seamless as possible. The collaborative approach fostered a solution that was not merely a technological upgrade but a strategic enhancement to DCA's patient engagement philosophy, enshrining efficiency, and quality of care at the heart of the operation.

As DCA transitioned to the new Five9 CCaaS platform, there was a parallel transformation within the ranks of those entrusted with the crucial role of patient interaction - the Patient Experience Coordinators. Recognising the challenges faced towards the end of 2022, DCA embarked on a revitalising mission to refocus on its people, understanding that the quality of patient care is deeply intertwined with the well-being and development of its coordinators.

A two-year plan was set into motion with the goal to regenerate the contact centre's ethos, prioritising personal growth, engagement, and a quality-first approach over sheer quantity. The implementation of a dual management structure allowed for a clear distinction between operational needs and the development of personnel, ensuring that each coordinator received the support necessary to not just perform their duties but to thrive in their roles.

Hollyanne Burgess, Patient Experience Support Manager at DCA, remarked on the profound impact of this shift, "We've witnessed a transformation in our coordinators' engagement and quality of work. By prioritising their development and satisfaction, we're not just hitting targets; we're elevating the entire patient experience."

The mantra "no decision about us without us" resonated through the contact centre as DCA included Patient Experience Coordinators in decisions affecting their work environment and tools. Victoria Kluj, who played a pivotal role in this participatory approach, explained, "It's about ensuring that our coordinators feel heard and empowered. Their direct input is crucial, for they are the ones interacting with our patients day in and day out."

DCA’s dedication to its staff was mirrored in its commitment to never let operational pressures impede the essential one-to-one meetings that foster growth and communication. These meetings became a cornerstone for coordinators, serving as a regular space for feedback, personal connection, and career progression discussions. Social interactions were equally valued, with dedicated team chats fostering a sense of community, celebrating individual talents and interests beyond the professional sphere.

To reinforce this culture of continuous improvement and engagement, DCA implemented several initiatives. A robust engagement network introduced a variety of activities to bring fun and a social element into the work environment, helping to forge stronger relationships across the department. 'The Care Chronicles' newsletter became a staple, sharing updates, introductions to different teams, competitions, and fun facts, enhancing the feeling of unity and shared purpose among staff.

Personal development plans were introduced, tailored to be meaningful to each individual and supported by the allocation of dedicated personal development time each month. Greg Rixon noted, "We've dedicated over 100 hours a month solely to personal development, and the impact on staff morale has been nothing short of transformative."

This initiative was met with an outpouring of positive engagement, directly contributing to a significant uplift in colleague ENPS scores from a mere 7 in January to an impressive 53 by September 2023.

On the operational front, the transformation was equally profound. The introduction of specific metrics and a redefined methodology for task allocation ensured that the operational needs of both patients and staff were met more effectively. The establishment of a dedicated complaints management team not only allowed for early resolution of issues but also served as a tool for learning across the department, bolstering the team's skills and confidence in managing challenging interactions.

The culmination of these efforts was reflected not just in increased scores but in the undeniable shift in the department’s ethos. The management team embraced change, and celebrating the empowered culture of the contact centre where colleagues emerged as advocates for the new telephony platform, supporting their peers and being ambassadors for Patient Experience.

Victoria Kluj, Patient Experience Support Manager concluded The cultural shift within our contact centre is palpable. By including our coordinators in every step of the discovery process, we've embodied the principle of ‘no decision about us without us’ within the contact centre operational processes and functionality. Ensuring that the evolution of our service reflects the voices of those who are integral to its delivery. It's a proud and defining moment for Doctor Care Anywhere.

As DCA looks to 2024, the foundation laid through these transformations positions the company to reach new heights in service excellence. The technological advances spearheaded by Onecom and Five9, coupled with the unwavering dedication to staff development and engagement, ensure that DCA is well-placed to continue its journey of providing exceptional telehealth services with a human touch. With a management team that leads by example, supporting their people through change, DCA stands as a testament to the power of technology and people working in harmony to deliver healthcare that is not just efficient but empathetic and personalised.

For more information about Doctor Care Anywhere and its services, please visit Doctor Care Anywhere’s website.