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Across the NHS, call centres and hospital switchboards are overwhelmed by patients phoning repeatedly to chase appointments, results, or referrals. Staff pick up the same calls again and again, often just to provide a simple update.
Humberside Police faced the exact same problem in their force control room. As one leader put it:
“We staffed up our control room to handle the demand… but there comes a point where you can’t ‘people’ your way out of a problem, and you need to look at investing in technology.” - Colin Dring, Digital Innovation Manager at Humberside Police
Two and a half years ago, Humberside began what they called their ‘victim journey solution’. At first, it was one-way outbound communication. Then they built a portal, allowing victims of crime to log in directly and see real-time case updates.
In their words, it became: “A one-stop shop, theoretically, for all your policing stuff as a victim or as a reporter of an incident.”
What started small grew into a key part of their digital strategy. The purpose was simple but powerful.
“Trust, confidence, transparency, keeping people informed which meant it reduced our overall calls.” - Amber Needler, Digital Innovation Programme Manager, Humberside Police
The results were measurable and significant:
reduction in repeat 101 calls for burglary and criminal damage
overall reduction in 101 calls
of victims stayed informed without having to chase
Humberside is one of several forces whose results are reshaping how the public sector thinks about contact. Explore the full collection of policing stories and what they mean for the NHS.
The parallels with NHS call centres and switchboards are striking. Just as victims of crime wanted to know what was happening with their case, patients want to know what is happening with their care.
Imagine giving patients a simple digital portal to:
Humberside showed that even starting small can have a big impact. If NHS call centres saw the same 15% reduction in inbound calls, it would mean thousands fewer calls every week, less time wasted on “just checking” conversations, and more time focused on delivering care.
Humberside’s lessons can help the NHS envision what is possible: transparency and proactive communication reduce call volumes, save staff time, and foster trust.
“We all have the same problem in policing around the failure demand. It’s exactly the same problem across the public sector. NHS will be no different with patients wanting… It’s not easy to navigate, and that’s why this solution is so helpful to emergency services.” - Amber Needler, Digital Innovation Programme Manager, Humberside Police
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.
We are passionate and share the joy of igniting ideas to fuel business visions. We are confident and are not afraid to boldly go where we’ve never been. We are also very friendly and approachable people who love to solve problems. Give our curious intelligent learners a challenge and we will make it work.
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