Healthcare specialists
Our specialists know hospital, consultant practice, and insurer workflows.
AI-Powered Contact Centres for Private Healthcare
From first enquiry to aftercare, Softcat helps you design a contact centre that gives private patients clear answers at each step.
Smoother administration from enquiry to aftercare
Self-pay and insured patients get the price, referral, and authorisation information that applies to them. We help hospitals and consultant practices complete routine administration from confirmed records and hand over to the responsible team with context. Patients make fewer repeat calls.
Improve the journeys most important to patients
Start with the journeys where AI can help most. Each one shows what changes for the people you serve and how we deliver it.
Enquiries and appointments
Appointments arranged with confirmed next steps and clear preparation.
Patients find service, consultant, and appointment information and complete referral forms with personal help. Bookings and changes are confirmed before patients are notified. You can track released slots and offer them again.
Prices, estimates, and billing
Clear costs before commitment and quicker answers on bills.
Patients see guide prices, inclusions, and exclusions ahead of a written estimate. Secure payment keeps card details outside AI conversations. Disputes and unconfirmed insurer payments reach the accounts team with the history attached.
Insured treatment and authorisation
Insured patients know what is needed and who confirms cover.
You can capture referral, policy, and authorisation details and explain what is still missing. Approval status comes through connected systems where available, and insurance liaison staff receive the context. Insurers confirm cover, and clinicians decide treatment.
Results and aftercare
Patients reach the team responsible for results and follow-up care.
Patients see their result status and follow-up information where permitted, with a named owner for each outstanding action. Callbacks and appointments are tracked to completion. Urgent routes stay direct, and clinicians interpret results.
Accessibility and extra support
Support suited to each patient, with sensitive details shared only as needed.
Step-by-step guidance comes with personal help, live translation for administration, and qualified interpreters for clinical discussions. You can record communication preferences and verify representatives before sharing information.
Complaints and service improvement
Clear ownership for patient concerns and fewer recurring problems.
Concerns reach the responsible complaints team with summaries linked to the evidence. Responses are tracked, and recurring administrative themes reach service owners for action.
Why Softcat
Private patients choose providers they can rely on for clear, dependable care. Our healthcare specialists help hospitals and consultant practices build that confidence.
Your outcomes
first
We score each platform against your patient, cost, and compliance goals.
Adoption that
lasts
Training and change support help your teams make AI part of daily work.
Clear funding journeys
Self-pay and insured patients each get routes that fit how they pay.
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
We align integration and migration with your platform renewals and service changes.
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 your patient journeys with us.