21/11/2024
Content Guru and NHS England, London Region Receive “Highly Commended” for Healthcare Sector Project of the Year at 2024 UK IT Industry Awards
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Content Guru, a leading global provider of enterprise cloud Customer Experience (CX) and contact center solutions, and NHS England, London Region have together been awarded highly commended in the “Healthcare Sector Project of the Year” category at the UK IT Industry Awards 2024.
The recognition highlights the success of the NHS 111 Patient Relationship Manager (PRM), a cutting-edge, cloud-based platform integrated with the national 111 telephony service. This solution, handling over 3 million calls annually, exemplifies the power of innovation in driving efficiency and improving care delivery across London’s Urgent and Emergency Care (UEC) services.
Since 2015, Content Guru and NHS England, London Region have partnered to deliver the joint PRM project. Most recently, the partnership implemented advanced Natural Language Processing (NLP) technology as part of the storm® cloud communications and routing platform. By analysing call datasets, the NLP algorithm identified 180 unique call types, enabling the creation of alternative digital care pathways for London’s 3.5 million patients, and have delivered impressive results:
Over 300,000 patients now manage their care through digital channels instead of relying on the 111 phone service.
Cost savings for the NHS through reduced demand on traditional care pathways.
The UK IT Industry Awards, hosted by Computing and BCS, The Chartered Institute for IT, celebrate the most impactful and innovative projects in the technology sector. At this year’s gala event, hosted by comedian Tom Allen, 30 winners were announced from hundreds of entries, shining a spotlight on the best achievements in the field.
“This award underscores the strength of the partnership between Content Guru and NHS England- London Region, and our joint dedication to leverage technology to improve healthcare outcomes,” commented Martin Taylor, Co-Founder and Deputy CEO of Content Guru. “This project exemplifies the transformative power of AI in improving patient care and operational efficiency.”
“This project represents a ground-breaking step in NHS strategy, showcasing the successful application of AI to relieve workforce pressures and improve operational efficiencies,” commented Mark Bamlett, Deputy Director Urgent and Emergency Care (Digital & IUC), NHS England, London Region. “As a result, we have stabilized 111 call wait times and freed hours of valuable Health Advisor capacity, enabling clinical teams to focus on supporting more complex cases. This achievement demonstrates the tangible impact of innovation on both patient care and staff well-being.”