Pega's NHS 24 Case Study Highlights Efficiency Gains in Healthcare
At Pegaworld 2026, Pega unveiled its impactful collaboration with NHS 24, illustrating the shift from outdated systems to innovative platforms that enhance patient care and operational efficiency. Discover how this partnership is shaping the future of healthcare technology.
Key Facts
- Pega's NHS 24 case study shows a 10-min reduction in patient handling, enhancing service efficiency.
- Pega's early focus on Responsible AI builds trust, mitigating risks for clients in regulated sectors.
- Partnership with AWS enables legacy COBOL transformation, addressing tech debt for 70% of firms.
- Pega's Customer Engagement Studio accelerates personalized marketing actions, enhancing competitive agility.
- Pega's consistent innovation positions it as a market leader, shaping future trends in customer engagement.
Summary
Summary
NHS 24, Scotland’s National Digital Health Service, faced challenges with an outdated legacy system that hindered efficient patient care. By implementing Pega's solutions alongside AWS and Coforge, NHS 24 transformed its operations, significantly reducing average patient handling time by 10 minutes. This allowed staff to focus more on delivering quality care to patients.
Background
NHS 24 operates 24/7 from South Queensferry, serving a population of 5.6 million across Scotland. The organization handles over 1.6 million calls annually, providing urgent medical care for non-life-threatening issues and support for mental health distress. Prior to the deployment of the new system, NHS 24 relied on a rigid legacy infrastructure that limited its ability to respond effectively to patient needs.
Challenge
The primary challenge was to overcome the inefficiencies of an ageing legacy system that created technical bottlenecks and complicated workflows, ultimately impacting the quality of patient care.
Solution
NHS 24 partnered with Pega, AWS, and Coforge to develop an intuitive, clinically safe platform. This new system streamlined operations, allowing for more efficient patient handling and reducing the time staff spent on technical issues. The implementation focused on transforming existing workflows to enhance service delivery.
Results
The deployment of the new platform resulted in a reduction of average patient handling time by 10 minutes. This improvement freed staff from technical complications, enabling them to concentrate on providing the right care to patients.
Key Insights
Organizations facing legacy system challenges should prioritize modernization to improve operational efficiency and patient outcomes. Collaborating with technology partners can facilitate significant transformations, allowing for a focus on core service delivery rather than technical hurdles.
Customer Testimonial
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Key Concepts
Definitions
- Next Best Action
- A strategy used to determine the most effective action to take for a customer at any given moment, facilitated by Pega's Customer Decision Hub.
- Responsible AI
- An approach that ensures AI adoption is ethical, fair, and beneficial, incorporating governance and human oversight.
- Legacy Transformation
- The process of replacing outdated technology systems to improve efficiency and support digital initiatives.
- Customer Engagement Studio
- A new user experience that integrates Pega and third-party AI agents to enhance customer interactions.
- Pega Blueprint AI
- An application design agent that helps organizations modernize legacy systems and create cloud-ready applications.
Use Cases
- →Transforming NHS 24's legacy system into a modern platform
- →Analyzing and documenting COBOL code for Unum Group
- →Integrating AI for personalized customer actions
- →Ensuring ethical AI decision-making in regulated industries
- →Reimagining business processes from legacy systems
Frequently Asked Questions
What is Pega's approach to customer engagement?
Pega focuses on creating top-tier technology that enhances customer engagement through innovative solutions like the Customer Decision Hub and Customer Engagement Studio. They prioritize measurable human and business impacts over simply following AI trends.
How does Pega ensure responsible AI usage?
Pega emphasizes the importance of ethical AI by embedding strict governance and human oversight into their AI processes. This approach helps organizations mitigate risks associated with uncontrolled AI while maintaining control over critical decisions.
What is the significance of legacy transformation?
Legacy transformation is crucial for organizations to modernize their outdated technology infrastructure, which can hinder digital initiatives. Pega's solutions help businesses reimagine their processes rather than merely migrating old systems to the cloud.
How does Pega's partnership with AWS benefit organizations?
The partnership allows Pega to integrate its Blueprint AI with AWS Transform, enabling organizations to analyze legacy COBOL systems and generate modern application designs. This significantly reduces the time and effort required for digital transformation.
What impact has Pega had on healthcare technology?
Pega has made significant contributions to healthcare technology by transforming systems like NHS 24's, improving patient care through efficient handling of medical inquiries. Their technology helps healthcare providers focus on delivering the right care without technical bottlenecks.