NHS specialists
Former NHS technology leaders and procurement specialists who understand the priorities and pressures.
AI-Powered Contact Centres for the NHS
From booking to care closer to home, Softcat helps you design a contact centre that connects patients and teams to the right care.
Easier access for patients, better-connected teams
Patients book, change, and check appointments more easily, with clear handovers between teams. We connect booking and status enquiries to confirmed records, so released appointments are easier to reuse. Telephone and assisted access stay open for patients who need them.
Improve access across the patient journey
Start with the journeys where AI can help most. Each one shows what changes for the people you serve and how we deliver it.
Single digital front door
Consistent, accessible routes to the right service.
Patients reach the right service through local routing rules, and context carries from self-service into staff support. Digital journeys come with an easy route to staff. Live translation supports administration, with qualified interpreters for clinical discussions.
Outpatient and pre-operative flow
Outpatient administration completed, and released capacity reused.
Patients make permitted booking changes and complete pre-assessment steps. You can offer released capacity within pathway rules. Clinical exceptions go promptly to qualified staff.
Care closer to home
Dependable communication for virtual wards and community teams.
You can send proactive updates and handle appointment, visit, and callback administration. Voice and video calls fit the care model, with follow-up tracked to a named owner. Signs of deterioration and missed safety-critical contacts go straight into your local clinical processes.
Connected teams across sites
Teams working consistently across sites and organisations.
Staff reach the responsible team quickly through role-based directories and routing. Telephony, messaging, and meetings connect with contact centre workflows in a single design. Adoption and change management support, with tested fallback routes, keeps operational work running.
Shared services at scale
Consistent access across NHS groups, with local ownership kept.
It starts with an assessment of your contact centre, telephony, and collaboration estates against priority journeys. Common standards and fallback routes come next, then staged migration with continuity tested before each expansion. Local clinical accountability remains in place.
Why Softcat
Patients and staff need reliable access to technology wherever care is delivered. Our NHS specialists help establish consistent standards and strengthen resilience, from individual trusts through to system-wide transformation.
Your outcomes first
We match technology to your challenges, budget, and the outcomes you are tasked to achieve.
Adoption that lasts
Technology evolves. We
help your people, skills
and services evolve
with it.
Dependable access
Cloud services and tested continuity measures help keep the digital front door open supporting uninterrupted care.
From first assessment to managed service
You can join at any stage. We stay accountable from the first assessment to the service that runs years later.
Advise
We assess your estate, demand, and compliance obligations, and agree the measures of success before anything is built.
Architect
We design the operating model, governance, and channels around your needs. The design builds on the platforms you already run.
Implement
Clinical safety review and continuity testing shape every integration and migration plan.
Support
We give intensive support through go-live and stabilisation. You keep a direct escalation route long after delivery.
Manage
Support, continuous improvement, and managed service options let the service grow with demand.
Register for our experience event to see an AI-powered contact centre in action, then plan patient access improvements with us.