INPS has a range of offerings that provide clinical systems for single practices, IT solutions to help clinicians make more informed diagnosis and treatment decisions by sharing patient records securely between accredited clinicians and online services allowing patients to book their GP and nurse appointments and request repeat medication via the Internet.
INPS has deployed Sostenuto CSM for its main Service Desk at the headquarters building in Battersea,
Sostenuto allows INPS to manage and resolve a far larger number of incidents quickly and accurately. All issues coming into the Service Desk are logged and automatically escalated to staff with the right set of skills to investigate them properly. Similarly, Trusts offering their own first-line support can escalate any issues they cannot resolve themselves to INPS. When combined with Sostenuto's advanced reporting capabilities that spot trends and identify recurring issues, INPS has a powerful tool that helps the company give prompt attention to problems and ensure the fastest possible resolution times.
Seamless integration between Sostenuto and INPS' own event management tools means INPS often detects issues before customers do, for example, it helps to ensure consistent synchronisation of data between GP surgeries, Vision and information shared with Out-of-Hours providers. With a clear view of all incidents, INPS can quickly address and even resolve incidents remotely before they negatively impact the service delivered to customers.
Since stepping up its investment in Sostenuto, INPS has noticed a series of significant benefits including increased visibility of issues and better communication with customers. Response times are faster and INPS can now meet multiple Service Level Agreements (SLAs). The high configurability of Sostenuto has enabled INPS to design everything in-house from screens and workflows to fine-tuning its processes. Being self-sufficient from a development perspective has saved the organisation significant amounts of time and money that would otherwise be spent on expensive consultancy days.
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