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Infobip’s role in at-home care revolution

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A firm providing at-home clinical care to millions of UK patients every year has adopted new communications tech amid soaring demand for its services.

Healthcare at Home has partnered with global cloud communications platform Infobip to enable two-way messaging flows across patient and staff channels.

The move comes in response to heightened demand for its services and an acceleration in the need for digital communications in the pandemic.

Healthcare at Home works with over 3.2 million patient contacts each year to provide clinical care in the home.

It manages 4,500 vital medication deliveries daily, while its interventions include the administering of chemotherapy and other treatments by nurses.

Unprecedented pressure on the NHS over the last twelve months has resulted in 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.

“COVID-19 has transformed the way organisations interact with their customers and staff,” said Usama Dar, chief technology officer, Healthcare at Home.

“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.”

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