Growing portfolio of healthcare systems from INPS supports over 2,300 primary care sites.
Integration is critical to success
Particularly useful is the seamless integration between Sostenuto and INPS’ own event management tools meaning INPS often detects issues before customers do, for example, Sostenuto 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.
Furthermore, INPS has recently set up a new Service Desk in Dundee, which serves customers in Scotland, Wales and Northern Ireland and also links to the main Service Desk at the company’s head office in Battersea, London.
Clever Configuration Management targets change effectively
INPS uses Sostenuto’s Configuration Management functionality to track the numerous services that it supports. At a glance, Phil and his team know exactly which customers are connected to the different systems and how they are using the various services, enabling them to target any changes swiftly and accurately.
Customer portal helps customers to help themselves
With the help of Sostenuto, INPS has introduced a customer portal that allows GPs to track the progress of the incidents that relate specifically to them. At the same time, it gives senior managers in CCGs and Health Boards an overall picture of what is happening across multiple GP surgeries, providing them with the data they need to take informed decisions, tackle priority areas and deliver valuable resources to where they matter the most.
Big benefits all round
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 is able to better maintain multiple Service Level Agreements (SLAs).
The high configurability of Sostenuto is of particular value, a sentiment backed up by Stickland. He explained: "Sostenuto is highly configurable enabling us to design everything in-house from screens and workflows to fine-tuning our processes. Being self-sufficient from a development perspective makes life easier and means that we can make changes to the system more quickly."
INPS is currently integrating its testing operation with the central Service Desk, a move that Stickland anticipates will accelerate the exchange of information and promote knowledge sharing between different teams, very similar to the approach his team advocates among its growing and diverse customer base.
Geoff Rees, sales director of Sunrise Software, concluded: "The availability of cloud and browser-based applications are changing people’s expectations about responses and availability. Organisations such as INPS need a partner who understands the critical nature of their clinical environment and has the power to deliver tangible savings and efficiencies. Our customer service solutions provide round-the-clock support and release valuable data that helps INPS take informed decisions, tackle priority areas and deliver timely resources to where they matter the most. We look forward to supporting them with a best-practice technology framework that supports their continuous improvement programme."