London, UK: March 2021 – The UK’s leading provider of out-of-hospital healthcare, Healthcare at Home, has partnered with global cloud communications platform Infobip to enable two-way messaging flows across patient and staff communication channels, ensuring it can keep up with the digital pace of change caused by the COVID-19 lockdowns.
Healthcare at Home works with over 3.2 million patient contacts each year to provide clinical care in the home; from a nurse visiting to administer chemotherapy or other treatments, to the 4,500 vital medication deliveries it manages each day. With unprecedented pressure on the NHS over the last twelve months, the company has faced a significant increase in demand for its at-home services. Infobip was chosen as a technology partner to advance SMS and TTS (text to speech) communications and notifications between its patients and 1,500 employees.
This includes automated treatment/ appointment reminders, medicine delivery notifications, home medicine stock checks, patient feedback surveys, automated aftercare communications, and social media customer service. At a time where pressure on staff is higher than ever, the service also includes employee wellbeing communications.
Usama Dar, Chief Technology Officer, Healthcare at Home commented:
“COVID-19 has transformed the way organisations interact with their customers and staff. Like many integrated enterprises, we’ve had to quickly reposition our communications strategy to keep up with the pace of change over the last year. Infobip’s two-way messaging workflow is ideal in its responsiveness, simplicity of use and speed to market. Most importantly though, it enables us to ensure both our patients and staff can easily communicate over their phone at a time where in person interaction is still challenging. This pace of execution has now become our hallmark.”
Infobip’s service is used throughout Healthcare at Home’s operations in the UK, Germany and Switzerland.
Noel Lavery, Sales Director at Infobip said:
“Our partnership with Healthcare at Home is something we’re incredibly proud of – using technology to put human interaction at the heart of communications and ensure vital businesses like this can continue their brilliant work. We’re also working closely with the company to introduce omnichannel and contact centre solutions, so we can continue to meet the ever-evolving needs of customers and patients through another year of uncertainty.”
About Healthcare at Home
Healthcare at Home are the UK’s leading in-home provider of managed medication services for high-cost medicines. They have substantial expertise which has been established through in-depth knowledge of patient-medicine behavior, in particular with biologic medicines.
Their 1,500-strong workforce, of which half are clinical roles, means they have the ability to manage varied patient populations, from small to large, at a fast pace while maintaining high standards.
They also hold themselves to robust clinical governance and are ISO9001 compliant, and their clinical operations are overseen by a Clinical Governance Committee. This is in addition to their doctor-led Medical Advisory Board.
Based in Burton upon Trent, they also have operational hubs in Germany, Austria and Switzerland.
Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey. Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication and contact center solutions help businesses and partners overcome the complexity of consumer communications to grow business and increase loyalty.
With over a decade of industry experience, Infobip has expanded to 65+ offices across six continents. It offers natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 190+ countries connected directly to over 650 telecom networks.
Infobip was established in 2006 and is led by its co-founders, CEO Silvio Kutić, Roberto Kutić and Izabel Jelenić.
Recent award wins include:
- Best A2P SMS provider for the fourth year running by mobile operators and enterprises in ROCCO’s annual Messaging Vendor Benchmarking Report
- Best CPaaS Provider of the Year, Best RCS Provider of the Year, and Mover & Shaker in Telco Innovation at the 2021 Juniper Digital Awards
Danny Mitchell, Account Manager, LEWIS
Rebecca Cuthbert, Account Executive, LEWIS