Presentation by Mike Cunningham, Managing Director, Healthcare Communications at the Big Innovation Conversation: Operational excellence webinar on Thursday 11 October 2018.

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• Big Innovation Conversation
• 11th October 2018
Healthcare Communications

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12.5m
communications
processed per month
100+ UK
Trust & Health Boards are
clients
Internally developed Envoy
platform capable of delivering
250m
communications per annum
27bn
messages
42bn
transactions
15bn
voice flows
80
countries
Introduction to Healthcare Communications

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Patient Centric Multi-Channel
AgentIVM
Confirmation of
referral request
Appointment
booking and
confirmation
Pre-
admission
instructions
Appointment
reminder
Post
discharge
support
Referral from GP Appointment date Completion of treatment
The Friends
and family test
& local surveys
Communication
requirement
Healthcare
Communications'
platform
Communications
channel
Email PostPortalSMS
Clients customise Envoy Messenger to support digital and traditional channels

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Innovation NWC Region Client footprint 11 / 12 Clients
Trust Remind Booking FFT
Aintree University Hospital NHS Foundation Trust N N Y
Blackpool Teaching Hospitals NHS Foundation Trust Y N N
Countess Of Chester Hospital NHS Foundation Trust Y N Y
East Lancashire Hospitals NHS Trust Y Y Y
Lancashire Teaching Hospitals NHS Foundation Trust Y N Y
Mid Cheshire Hospitals NHS Foundation Trust Y N Y
Royal Liverpool and Broadgreen University Hospitals NHS Trust Y N Y
Southport and Ormskirk Hospital NHS Trust N N N
St Helens and Knowsley Hospital Services NHS Trust N N Y
University Hospitals of Morecambe Bay NHS Foundation Trust N N Y
Warrington and Halton Hospitals NHS Foundation Trust Y N Y
Wirral University Teaching Hospital NHS Foundation Trust Y N Y
Totals 8 1 10

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What problem are we solving?

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What problem are we solving?

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What problem are we solving?

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Digital
Case Study

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1. Build-in confidence that patients are receiving important communications from their hospital
2. Digitise communication touch points through the patient pathway to improve patient experience
3. Provide ease and convenience for patients to access their appointment details
4. Improve patient accessibility
5. Deliver efficiency and cost savings
The Objectives

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Appointment Reminder
• Trust wide reminder solution including
Outpatients, Admissions & Radiology
• Multi channel appointment reminder
solution utilising SMS, IVM & Agent
• 2 way automated ‘rebook’ and ‘cancel’
options to drive slot utilisation
• Reduced Outpatients DNA (did not attend)
from 8.9% to 7.1%
• Delivered 38,000 re-usable slots £-
£200,000.00
£400,000.00
£600,000.00
£800,000.00
£1,000,000.00
£1,200,000.00
Q4 16/17Q1 17/18Q2 17/18Q3 17/18Q4 17/18Q1 18/19 Total
£1,097,787 in PbR income since Q4 16/17
20%
Reduction in
DNA rates
PbR
£1,097,787
Increase

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Kick start your digital journey – Patient Portal

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What is a Portal?
Past & Future
Appointments
Patient Appointment
Management
Attachments &
directions
Digital Assessments &
Surveys
Online Video
Assessments
iChat & Chat bots

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Portal Access
43%
38%
43%
41%
43%
40% 40% 40%
46%
49% 49%
46%
48%
53%
0%
10%
20%
30%
40%
50%
60%
January February March April May June July August September October November December January February

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Digital Letter
50%Postal saving via digital letter
adoption
• Digital letter solution including Outpatients &
Admissions, live since June 2018
• 53% of patients are choosing digital letters over
postal
• 2 way automated ‘rebook’ and ‘cancel’ options
to drive slot utilisation
• Expected postal savings of £250,000 per annum
• NHS SBS Caras2 Framework & GCloud10

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Excellence in Supply Awards – Acute Sector Supplier Winners

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• Digital first
• Trusted supplier – tick all the boxes
• Implementation within 4 to 12 weeks
• Cash releasing – immediate
• Reduce DNA’s 20% to 35%
• Increase appointment utilisation
• Improve patient access & experience
• Future proofed - AI & Chat Bots
Thank you
Summary