NHS Lanarkshire Introduces New Cloud-Based Telephony System
NHS Lanarkshire has implemented a new cloud-based telephony system across the health board, supporting improved communication between patients and staff.
The Contact Centre as a Service (CCaaS) solution has been developed and delivered by Exchange Communications in partnership with Content Guru. NHS Lanarkshire is the first health board in Scotland to adopt this system, which supports approximately 7,000 phone users and 100 call centre positions.
The new system has been introduced to modernise call handling across services, including GP practices and switchboards, with a focus on improving accessibility and patient experience. It also supports staff by enabling flexible working from any device and location.
Tom Sime, Chief Executive of Exchange Communications, said:
We are delighted to have successfully installed this innovative solution for NHS Lanarkshire, Scotland’s third-largest health board, serving nearly 700,000 patients.
“The new installation will make a huge difference to the patient experience, but also to NHS Lanarkshire staff and will ensure the security of patient information.
“Once again, collaborating with Content Guru to develop a bespoke solution was an absolute pleasure, and I’m confident that, together, we have delivered a top-class installation to aid the local NHS trusts.”
Martin Taylor, co-founder and deputy chief executive of Content Guru, said:
“Working with Exchange Communications, we have been able to deliver a secure and resilient communications platform that is essential for both patients and clinicians.
“We are proud to support NHS Lanarkshire as it continues its digital transformation to boost efficiency while improving the patient experience.”
NHS Lanarkshire provides healthcare services to around 655,000 people across a mix of urban and rural communities and employs approximately 12,000 staff.
Key features of the system include integration with the National Sexual Health (NaSH) database, improved visibility of patient contacts, and enhanced reporting functionality. As a fully cloud-based solution, it does not require additional on-site servers or infrastructure, reducing maintenance requirements.
Comprehensive training was provided to staff as part of the implementation to support safe and effective use of the new system.
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