How To Improve Customer Care: The Secret of Automation
As demands grow and resources shrink, providing good customer care is challenging. Learn how to improve customer care and why automation may be the key to success.
13th May 2023
With estimated NHS fraud figures topping £1.2bn a year (est. by NHS Counter Fraud Authority (NHSCFA)), the risk of inadequate fraud detection is concerning. As newly-formed Integrated Care Boards (ICBs) take the place of Clinical Commissioning Groups (CCGs), health leaders are under the cosh to proactively tackle fraud risk during the transition. But there’s also a potential risk blind spot — as criminals look to profit from immature control measures and governance processes.
ICBs are only obliged to undergo National Fraud Initiative Portal checks once every two years. In the past, many NHS bodies relied on reporting of suspected fraud with some controls in place. Whether it’s unintended, mandated or even internal procurement fraud, it’s the reason why the NHSCFA is keen to prevent and detect NHS fraud early.
Knowing it will take time for each ICB to standardise their digital systems and procurement processes, the Financial Sector offers a best practice blueprint for success. Working with many clients in the industry, GoBeyond Partners, a consulting firm, points to their inbuilt detection systems that continually scan for potential fraud.
Government plans for reform include new opportunities for Artificial Intelligence (AI) — to pinpoint and guard against identity fraud. AI can be used to identify changing trends, which is particularly useful for new ICBs. And as they seek to monitor spend and procurement patterns, predictive modelling will help close the net on fraudsters.
For over 25 years, our trusted partner Gobeyond Partners has supported our financial sector clients to improve their fraud detection rates.
Our specialist healthcare team has worked with over 50 NHS and other health and care organisations. We believe preventing and detecting fraud should be seen as part of a holistic drive to ensure an organisation’s processes are clean and efficient. And together, we drive sustainable improvements to healthcare services across systems that enhance patient experience, access and outcomes.
As demands grow and resources shrink, providing good customer care is challenging. Learn how to improve customer care and why automation may be the key to success.
Netcall is proud to be a long-standing partner of the NHS over the last 25 years, transforming communication services, improving access to healthcare, making patient experiences more positive, and optimising operational efficiency. Our commitment has helped the NHS make a difference to patients’ lives.
The need for digitisation in the healthcare system is clear. It can save costs, improve operational efficiencies and cut patient backlogs. NHS England has recognised this need, prioritising national investments — to the 45 least-digitised NHS provider trusts — to help increase the rate of digital transformation across the entire healthcare system.
Many organisations, having adopted advanced technologies like automation RPA, low-code and AI, can fall into the trap of using these technologies in isolation, failing to adequately connect them and use them interactively. This obstructs the key benefits of intelligent automation…
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