The challenge for all organisations, public or private, is to give the best service possible to customers by fulfilling constantly-rising expectations. Today’s consumers expect a high quality, flexible service, delivered when and how they choose.

The front office function of an organisation, which includes the patient reception and the contact centre are the patient’s first line of contact. We believe there is huge potential to make improvements in efficiency and productivity across customer-related services. 

Streamlining and improved join-up of these processes will all serve to improve the patient journey.

The creation of a true ‘customer service’ function for NHS services is an innovative step, and there are a number of solutions to consider, including:

• The implementation of a multichannel contact centre to allow both patients and GPs to deal with the Trust using their channel of choice (phone, web, email, text or even paper).
• Creation of an on-site ‘welcome centre’ where all patients would go an arrival at the site, and where all administrative admissions or clerking functions would be completed (on large sites there may be several centres, but operated as a one.
• Deployment of systematised workflows to ensure that patients follow best-practice pathways for their care and to minimise errors and simplify administration.

Capita works closely with organisations to create highly efficient call centres and works in partnership with them to understand their customers’ expectations and behaviour patterns.

Flexible service delivery models

Our flexible approach means we can offer clients a range of solutions: 

• You can use our extensive, leading edge infrastructure
• We can enhance, transform and run your existing operation
• We can create and manage a completely new customer service solution for you.

Whatever the solution, we can provide seamless, flexible contact handling by combining best fit technology with a skilled and motivated workforce. We have a UK-wide customer service infrastructure backed by deep experience.