NHS 24:
Delivering Faster, Smarter, and More Trusted Patient Interactions

The Challenge

Manual processes and data silos were creating severe delays and time pressures on clinical staff. High call volumes across critical queues were leading to slow resolutions, jeopardising the patient experience.

• Patient identity verification was entirely manual and painfully slow
• Clinical data trapped in disconnected silos causing repeat information requests
• High call volumes overwhelming queues for prescriptions and clinical queries
• Agents unable to see a unified patient profile, leading to long handle times
• No intelligent routing—calls were landing with the wrong specialists

The Solution

By implementing Amazon Connect alongside Apollo by CloudInteract (leveraging AWS Bedrock and Lex), we deployed intelligent automation that unifies customer profiles and securely automates clinical routing workflows.

• Deployed Apollo by CloudInteract for AI-powered patient experience insights
• Built automated identity verification using Amazon Lex and secure integrations
• Unified disparate data sources into a single, real-time patient profile
• Implemented intelligent clinical routing based on query type and urgency
• Deployed Amazon Connect Contact Lens for compliance monitoring and quality assurance
• Reduced average talk time by 20% through smarter data availability at the point of contact

Why CloudInteract

Project Timeline