Across the NHS, the average trust receives 3,400 calls per trust per day. Patients often phone multiple times just to confirm an appointment, chase test results, or check a referral. This clogs up booking lines, 111 services, and hospital switchboards - driving up costs and leaving staff stuck on the phone instead of focusing on care.
In 2023, we partnered with Thames Valley Police and Hampshire and Isle of Wight Constabulary forces to help them navigate similar challenges. Around 50% of non-emergency calls were “failed demand” – requests for updates, or changes of appointments that could have been delivered digitally.
“We knew that if we wanted to keep delivering a great service and reduce call wait times, we’d need to handle thousands more updates every week. Doing that with our existing systems would have meant hiring 31 full-time staff at a cost of £1.4 million a year. Instead, we invested in a secure digital portal where the public could log in, see real-time updates, and send us queries. It gave people the answers they needed instantly and freed our team to focus on the work that really mattered.” - Superintendent Rob Brind, Hampshire & Isle of Wight Constabulary
The forces decided in partnership with Infomentum, to build a secure, digital communication system using Salesforce, that let the public log in, get updates, and send queries - without picking up the phone.
The technology didn't just reduce calls, it transformed how entire forces communicated with the public. Explore the full collection of policing stories and the lessons they hold for the NHS.
In weeks, not months or years, the NHS could roll out a proven, secure system starting at Integrated Care Board (ICB) or regional trust level that reduces inbound calls, frees up staff, and boosts patient satisfaction.
By providing patients with instant, self-service access to their information and proactive updates, we can eliminate thousands of non-emergency phone calls to booking lines, 111, and hospital switchboards, and redirect that time back into delivering care.
A single online access portal for patients to see appointment details, track referrals, and get results - reducing the need for multiple calls.
Automated notifications by SMS or email whenever there’s an update, keeping patients informed and reducing “just checking” calls.
With larger hospital switchboards handling over two million calls a year – and even smaller trusts managing around 480,000 – reducing call volumes by just 1% could free up 20,000 calls’ worth of staff time in the largest trusts. That’s time that could be redirected to patient care, faster referrals, or supporting critical hospital operations.
Pick one booking line, one outpatient department, or one hospital switchboard, and pilot the approach. With proven police builds delivered in 8–15 weeks, the NHS could see results this year - and keep them for years to come.
Start with a conversation. We'll walk you through how forces reduced demand, cut avoidable contact and freed up capacity - and where those same lessons could strengthen patient journeys and operational flow across your NHS services.
Call us on +44 (0)203 743 8014 or provide your details, and we'll contact you within 24 hours.
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