French IT services provider Capgemini has won a £30 million contract with the NHS in Scotland to bring "the principles of customer relationship management to the world of healthcare".
Under the contract, Cagemini will develop a new CRM application for NHS 24, the Scottish NHS healthcare information service. The system is designed to help NHS 24 "provide timely and efficient clinical assessment, advice and referral services".
The system will allow NHS 24 staff to advise patients over the phone, with access to electronic patient records and full, end-to-end visibility of each patient encounter "from initial contact through to final outcome".
The tender document notes that Capgemini will provide "other standard CRM functionality such as history of previous contact and campaign management". The contract also includes provision of ‘knowledge management’ service which will help call operators direct patients to the most suitable healthcare services in their part of Scotland.
As well as the £30 million award to Capgemini, NHS 24 also awarded BT a £70 million, ten-year contract for additional supporting applications, including incident and knowledge management applications, as well as system integration and managed infrastructure services.
Capgemini and BT will work together to ensure that the Capgemini application is fully integrated with relevant NHS 24 systems, the contract award says.