At Hanley Consulting, we are thrilled to announce that we have been shortlisted as finalists in the Innovative Use of Technology, Digital, and Social Media category at the Patient Experience Network National Awards (PENNA) 2024.
This recognition celebrates our work on the Telephony Call Flow Audit and Data-Driven Assessment project at Tudor Lodge Health Centre, where our efforts have made a significant difference to the patient experience. We’re honoured to have collaborated with Prash and the wonderful team at Tudor Lodge.
How Our Telephony Call Flow Audit Improved Patient Care
At the core of our nomination is the Telephony Call Flow Audit. Patient satisfaction can be significantly impacted by the way calls are handled in the demanding healthcare setting of today. Our audit thoroughly examined Tudor Lodge Health Center’s call handling procedures. Everything from the first patient interaction to the effectiveness of problem resolution was examined.
We identified the call handling process’s weak points by applying data-driven assessments. This gave us the opportunity to suggest and put into practice adjustments that shortened wait times, enhanced staff-patient interaction, and improved overall quality of care. The results speak for themselves: patients are content, and Tudor Lodge staff members are able to concentrate more on delivering excellent care.
A Data-Driven Approach to Patient Experience
In healthcare, data is essential for making rational choices. We think that thorough data analysis can reveal potential for development that might not be immediately obvious. Data-driven insights allowed us to enhance the telephone system in our work with Tudor Lodge Health Centre, ensuring that patients received immediate and efficient care.
By focusing on measurable outcomes, we were able to see real improvements in patient care. We are proud that our work has contributed to better healthcare delivery, and we are committed to continuing this approach in all our projects.
Working with Tudor Lodge Health Centre: A Rewarding Partnership
Our collaboration with Tudor Lodge Health Centre has been very motivating. Under Prash’s leadership, the team at Tudor Lodge has been dedicated to improving patient outcomes through innovative solutions. Together, we’ve implemented changes that are not only effective but also sustainable in the long run. Collaborations with teams such as Tudor Lodge allow us to continue to keep delivering  improved patient care.
The Road Ahead for Hanley Consulting
Being a finalist at the PENNA Awards is a testament to our dedication to improving healthcare through innovation. But this is just the beginning. At Hanley Consulting, we are constantly looking for new ways to bring technology and data together to solve complex problems in healthcare.
We are excited to build on the success of our Telephony Call Flow Audit and to explore how we can further improve patient experiences across other healthcare settings. Whether it’s through digital tools, data analysis, or consulting services, we are committed to making healthcare better for everyone.
As part of our ongoing commitment to innovation, we’re excited for the upcoming launch of our new EDATT platform. This platform represents the next step in patient communication technology, featuring free-text AI integration and multi-language capabilities, ensuring that our digital assistant can communicate effectively with a diverse patient population. Our aim is to break down language barriers and streamline digital interactions, making healthcare more accessible and inclusive for all. This new platform will further enhance the patient experience by allowing healthcare providers to offer personalised and responsive support to their patients, no matter the language or complexity of the inquiry.
If you’re attending the PENNA AwardsÂ
If you’re attending the ceremony, parking is available at the North East Car Park on floors 1-5, accessed via Pritchatts Road (postcode for Sat Nav: B15 2SA). We look forward to meeting those who are attending.
For more details about the awards and other finalists, visit the PENNA website.
Final Thoughts: Let’s Transform Healthcare Together
At Hanley Consulting, we are passionate about using technology to improve healthcare. Our nomination for the 2024 PENNA Awards is a reflection of our ongoing commitment to this mission. We are excited about the future and the opportunities it holds for transforming patient care through innovation.
If you’re a healthcare provider looking to enhance your patient experience, we’d love to help. Contact us today to learn more about our consulting services and how we can work together to make a lasting impact on healthcare.
