Every experience matters – particularly in healthcare, where the experiences of patients, carers and healthcare professionals all interrelate.
Working across the whole of the public sector, we’ve lived and experienced those relationships, including between areas such as benefits, health and skills.
The healthcare integration agenda is based in part on changing the relationship between the individual and providers, where patients and carers - including those 6,000 people taking on caring responsibilities every day - will be able to achieve more. We’ll be expected to be more proactive and mindful, as protecting and supporting each other to ensure great experiences for everyone - not just care professionals or organisations.
At Capita, we’re experts in building great experiences:
- improving engagement and enabling clearer navigation: we’re helping people to navigate the system and we’re enabling better, more joined-up experiences
- providing care journey support and coordination: we’re helping to maintain patient engagement with healthcare across multiple touchpoints, moving past a traditional ‘episodic’ model to a longitudinal model which better reflects life journeys. We’re now taking our skills into virtual wards and virtual care.
20 years
➥ How long we’ve been supporting the National Health Service, health care providers and the emergency services.
26 million
➥ Australians could access our technology-enabled nursing helpline. We supported 2.5 million people over 8 weeks in the pandemic.
100 million+
➥ Patient encounters supported by our technology.
We’re hugely experienced at enabling ‘at scale’ services delivered into local contexts. Our expertise in building resilient, scalable and sustainable services helps NHS organisations go further, faster and for longer with their virtual ward programmes.
Our virtual wards model brings together elements across our service portfolio – experiences, effective delivery, digital and technology, and skills to build sustainable models at scale in partnership with local care eco-systems.
The success of virtual care and wards depends on resourcing and financial sustainability. Which is why we started not with technology, but with sustainability when developing our virtual care hub, co-creating the approach with NHS colleagues. As a result, for perhaps the first time, the NHS has a robust response to current challenges and can pursue genuine regional visualisation of care.
Assessment and support
Our patient and service user services help ensure better access and support in their care journey.
Virtual consultations
Enabling live video-streaming from patient to clinician, our virtual consultations technology enhances phone consultations with a secure, visual assessment, protecting the patient clinician relationship.
Clinical content
Whether for telephone triage or patient self-assessment, our clinically-led content supports safe, consistent healthcare advice by guiding the user through questions to recommend next steps.
Patient relationship management
Our solutions see patient relationships over time as opposed to clinical records at a point in time. Our powerful PRM supports informed patient interactions and improved wellness pathways.
Multi-channel patient care platform
Our flexible, connected patient care management platform uses clinical content, patient pathways and multi-channel education information to guide informed clinical decisions and patient self-assessment.
Experience robotics and AI
We use AI technologies to drive efficient digital experiences, driving productivity and consistency to help release clinical time and drive better patient outcomes.
Behavioural science
We believe health services must be built around excellent patient, carer and clinical experiences. Great experiences don’t just happen, they’re designed. We use data to understand attitudes and behaviour.
Partnership with Microsoft’s Azure Health Bot
Delivering better patient outcomes at greater scale and cost-effectiveness
We partner with Microsoft to provide our clinical content into Azure Health Bot, part of Microsoft’s Health Cloud platform.
Health Bot provides AI-powered medical data which is used by some of the largest healthcare providers, pharmaceutical companies, and tele-medicine services in the world.
Virtual wards maturity
Despite early rapid roll out of virtual wards during the pandemic, the ‘going’ has become tougher as scale and pace is uncovering new challenges for service set up. How mature is your virtual ward programme / strategy?
Holistic virtual ward scaling
The virtual ward ‘market’ has been flooded with technology. Virtual wards are ultimately about people and care delivery. What does good look like in the context of at scale virtual ward deployments outside of point technology deployments?
Looking after employees' health
With the disruption of recent years, what are organisations doing to look after our mental and physical health? Many do have provisions in place, but there’s a difference between making support available and ensuring that it gets used when it is needed.
