About the Client
A Healthcare Provider based in the UK offering a wide range of services, from general practice to specialist care. With an increasing patient base, they needed a partner to streamline their administrative processes while ensuring compliance with the UK’s stringent healthcare regulations.
The Challenge
After the Covid Pandemic, they encountered several operational challenges:
- Appointment Scheduling Overload: A surge in patient inquiries led to delays and inefficiencies in managing appointments.
- Data Management Challenges: Medical record updates and patient data entry were time-consuming and prone to errors.
- Compliance Requirements: Maintaining up-to-date documentation and adhering to NHS and CQC (Care Quality Commission) standards demanded significant administrative resources.
- Patient Experience Concerns: Delays and inefficiencies impacted overall patient satisfaction and retention.
They required a reliable outsourcing partner to streamline operations and improve patient care delivery without increasing costs.
Our Solution
To address these challenges, we collaborated with Provider to implement a tailored BPO solution:
- Centralised Appointment Management
Our team provided a dedicated remote support system to manage patient appointment scheduling, cancellations, and follow-ups, reducing wait times and improving efficiency. - Medical Data Processing
We handled data entry and record management, ensuring accuracy and compliance with GDPR and NHS standards while freeing up internal staff for patient-facing tasks. - Regulatory Support
We assisted with the preparation and maintenance of compliance documentation, streamlining audits and ensuring alignment with CQC guidelines. - 24/7 Patient Support
By offering round-the-clock support through phone and email, we ensured patients could access assistance at any time, enhancing their experience.
The Results
Our partnership delivered significant improvements for the Provider:
- 50% Faster Appointment Scheduling: Patients experienced shorter wait times for booking and rescheduling appointments.
- Error-Free Data Management: Improved accuracy in medical records and compliance documentation reduced regulatory risks.
- 25% Cost Savings: Outsourcing administrative tasks lowered operational costs while maintaining high-quality service.
- Higher Patient Satisfaction: Enhanced responsiveness and streamlined processes resulted in a measurable increase in patient satisfaction scores.
What the Client Says
“The support from Albris has been transformative for our operations. Their expertise has allowed us to focus on delivering quality care while they handle the back-office complexities.”
Looking Forward
With a more efficient operational model, Provider is now well-equipped to respond to demand for its services and further improve patient care. As their trusted partner, we’re exploring additional opportunities, including telehealth support and enhanced reporting systems.
This case study highlights how outsourcing can empower healthcare providers to focus on their mission: delivering exceptional care. If you’re a healthcare organisation looking to optimise your operations, let’s discuss how we can help.
