From Breakdown to Breakthrough - Britannic Transforms NHS Trust’s Failing Telephony
In a significant step towards modernising their communication infrastructure, a leading NHS Trust in the UK partnered with Britannic to address key challenges in healthcare telephony. Responsible for multiple hospitals, the Trust faced increasing strain as their outdated systems risked communication failures, inefficiencies, and rising costs. However, the strategic alliance with Britannic provided the necessary overhaul, delivering lasting improvements in service delivery, resilience, and cost-effectiveness.
- Challenges Faced by the Trust
- Britannic's Solution to Those Challenges
- NHS Trust and Britannic's Customer Success Programme Step-by-Step
- Key Benefits Delivered
- How and Why You Should Partner With Britannic
Challenges Faced by the Trust
The Trust's journey began with a host of obstacles. Their telephony system, largely dependent on the soon-to-be-discontinued ISDN services, had become unreliable. The absence of internal expertise and proper programme management further hindered modernisation efforts, causing delays, poor decision-making, and unnecessary financial strain. In addition, unstructured project scoping and lack of strategic direction stretched resources thin and compounded operational inefficiencies.
It became evident that a comprehensive transformation was needed, not only to upgrade their technology but also to create a future-proof system capable of supporting the Trust's goals—improving patient care, adapting to new working models, and reducing costs.
The Britannic Solution
Britannic Technologies stepped in with a tailored approach, addressing each challenge systematically:
- Programme Management and Expertise – Britannic embedded a third-party management team to guide the transformation process, ensuring decisions were well-informed and aligned with best practices.
- NetX and Resilience Measures – Facing the ISDN shutdown, Britannic deployed NetX to seamlessly port numbers and implement resilience measures, safeguarding the Trust from service disruptions.
- Cloud-Based IVR – Replacing the legacy Interactive Voice Response system with a cloud-based alternative enhanced both flexibility and reliability, even during potential accidents.
- Business Continuity Planning (BCP) – Britannic deployed a BCP telephony system, allowing the Trust to retire outdated infrastructure and ensure ongoing protection against system failures.
Steps Undertaken as Part of Our Customer Success Programme
We adhered to the structured process defined within our Customer Success Programme, ensuring a meticulous and phased approach for the successful implementation of the telephony solution for the NHS Trust. The steps we followed include:
Initial Engagement - Testing Our Approach
We began with a small initial order, allowing the Trust to evaluate our capabilities and approach before committing to a more extensive engagement. This step provided a crucial opportunity for the Trust to witness our expertise in action.
Scoping and Review
A comprehensive review of the Trust's existing telephony infrastructure was conducted to assess the current state and identify the scope of work needed for the telephony rollout. This phase was essential in understanding challenges and formulating an effective strategy.
Initial Consultancy and Project Planning
Our team was engaged to deliver a detailed consultancy service, which involved developing a comprehensive project plan. We identified key dependencies, created a roadmap for implementation, and set clear steps for a smooth telephony system rollout.
Ongoing Delivery Coordination
We provided continuous coordination throughout the delivery of the project, aligning it with other ongoing initiatives within the Trust. This ongoing involvement allowed us to stay flexible and responsive to the Trust's evolving needs.
Interim SIP Solution Deployment
In anticipation of the ISDN switch-off, we deployed an interim SIP solution to ensure uninterrupted communication services during the transition. This proactive measure safeguarded the Trust’s operational integrity while preparing for the broader telephony deployment.
This carefully structured process, underpinned by our Customer Success Programme, allowed us to build trust with the NHS Trust, demonstrate our capabilities, and deliver critical, future-proof solutions while remaining adaptable to the Trust's specific needs.
Key Benefits Delivered
Britannic’s strategic solutions led to substantial improvements:
- Informed Decision-Making – With programme management and expert guidance, the Trust made better decisions, improving project execution and alignment with operational best practices.
- Enhanced Resilience – Tactical call routing and resilience measures strengthened the Trust's communication infrastructure, ensuring critical services remained operational during emergencies.
- Cost Efficiency – Transitioning from legacy systems reduced operational costs, freeing resources for patient care and innovation.
- Flexible Working Environment – Cloud-based solutions supported the shift to hybrid working, boosting productivity and collaboration while reducing reliance on physical equipment.
A Forward-Looking Partnership
The collaboration between the Trust and Britannic continues to evolve. Following the successful deployment of critical telephony solutions, discussions are underway to transition the Trust’s ongoing support for its communications system to Britannic’s Managed Service. This will further streamline operations, ensuring the Trust remains agile, resilient, and prepared for future challenges.
By maintaining a close partnership and delivering expert-led solutions, Britannic has established itself as a trusted advisor, resolving immediate risks and laying the groundwork for the Trust's long-term success in healthcare delivery.
Why Choose Britannic?
Britannic’s work with the NHS Trust demonstrates why they are the go-to partner for healthcare organisations seeking to modernise. With deep technical expertise, tailored solutions, and a commitment to future-proofing operations, Britannic ensures resilience, cost-efficiency, and, most importantly, improved patient care.
