- Call centers
- Scotland, U.K.
- Project goals
- Develop a strategy to cope with higher than expected call volumes
Achievements with Simul8
Identified and tested the benefit of potential business improvement proposals, risk-free
Developed a long-term solution to manage potential periods of future under performance
About the project
Simul8 provided an accurate means for NHS 24 to test the benefit of proposals in advance of implementation, avoiding potential costly errors in design.
As the equivalent to England's NHS Direct, NHS 24 was established to provide the 5 million people of Scotland with 24-hour telephone health advice.
Employing more than 1,000 clinical and support staff, three contact centers were established at a cost of approximately £115 million.
From January 2005 NHS 24 took on additional responsibility and demand, with GP calls outside normal hours automatically forwarded to the NHS helpline.
At peak times the service was handling volumes in excess of 14,000 calls per day. This demand was significantly above the initial design, resulting in low levels of patient service, and high profile Press coverage and Government scrutiny.
"I was looking for a solution that could help us test out some of our strategic options for improvement, and had heard of Simul8's experience and track record through a number of sources.
The solution they have built for us is worthy of their strong market reputation and their results have offered significant benefit to NHS 24."
Director of IT, NHS 24