The healthcare challenge

Supporting people with diabetes to continue to access the clinical advice they need during the COVID-19 pandemic.

The ask

In light of the COVID-19 pandemic, Diabetes UK received a high volume of calls of a clinical nature. They needed a team of clinical advisors to forward calls onto, so people could get the clinical advice they needed.

The solution

We developed the medCrowd Contact Centre to accept calls from Diabetes UK and forward them to clinical advisors. medCrowd conversations were then used to record clinical notes and capture patient information. We worked in close collaboration with the NHS and a pharmaceutical company specialising in diabetes to train voluntary clinical advisors for this important role using a digital module.

The benefit

We were able to allow individuals with diabetes to get the clinical advice they needed during a time when their typical care provider might not be available. medCrowd compliantly stored all relevant clinical notes in a single location, that can be accessed by the advisors and the caller, if and when required.