{"id":23176,"date":"2025-01-30T19:16:03","date_gmt":"2025-01-30T19:16:03","guid":{"rendered":"https:\/\/www.calabrio.com\/case-study\/etude-de-cas-mersey-care\/"},"modified":"2026-03-27T09:22:00","modified_gmt":"2026-03-27T09:22:00","slug":"etude-de-cas-mersey-care","status":"publish","type":"case-study","link":"https:\/\/www.calabrio.com\/fr\/case-study\/etude-de-cas-mersey-care\/","title":{"rendered":"\u00c9tude de cas Mersey Care"},"content":{"rendered":"\n\t<section\n\t\tid=\"\"\n\t\tclass=\"secondary-hero relative\"\n\t\tstyle=\"background: #fff\"\n\t\tdata-theme-block-id=\"block_b36ca8324a89c6730e8a0fe791a712af\"\n\t\tdata-aos=\"fade-up\"\n\t>\n\t\t<div class=\"container !px-0 overflow-hidden\">\n\t\t\t\t\t\t\t<div class=\"py-c\/xs px-c\/xl mb-c\/l md:block\">\n\t\t\t\t\t<ul class=\"flex gap-2 line-clamp-1 body-small\"><\/ul>\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"flex flex-col-reverse lg:flex-row lg:items-center\">\n\t\t\t\t\t\t\t\t\t<div class=\"max-lg:container lg:w-1\/2 md:px-l\/xxl lg:pl-c\/xl lg:pr-c\/l xl:pl-page-margin xl:pr-l\/m\">\n\t\t\t\t\t\t<div class=\"flex flex-col lg:max-w-[536px]\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<h3 class=\"flex items-center gap-c\/s pt-c\/s subhead-small mb-c\/l\">\n\t\t\t\t\t\t\t\t\t<span class=\"relative -top-px flex w-[18px] h-[18px] rounded-full bg-background-secondary\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 23 16\"><path fill=\"currentColor\" d=\"M19.951 7.816c-1.822-.208-4.275-.992-5.883-2.712C12.845 3.8 11.918 1.88 11.688 0h-.377c-.222 1.88-1.157 3.8-2.38 5.104-1.608 1.72-4.061 2.504-5.883 2.712-.902.104-2.215.128-2.215.128v.112s1.321.024 2.215.128c1.822.208 4.275.992 5.883 2.712 1.223 1.304 2.15 3.224 2.38 5.104h.377c.222-1.88 1.157-3.8 2.38-5.104 1.608-1.72 4.061-2.504 5.883-2.712.902-.104 2.215-.128 2.215-.128v-.112s-1.32-.024-2.215-.128Z\"\/><\/svg>\n<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"uppercase font-bold\" style=\"color: #0530A8\">\u00c9tude de cas<\/span>\n\t\t\t\t\t\t\t\t<\/h3>\n\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<h1 style=\"color: #080F21\" class=\"heading-medium -tracking-[0.12px] mb-c\/m xl:-tracking-[0.24px]\">\n\t\t\t\t\t\t\t\t\tCalabrio transforme les services de sant\u00e9 mentale de crise de Mersey Care\t\t\t\t\t\t\t\t<\/h1>\n\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"wysiwyg lg:line-clamp-none\" style=\"color: #344679\">\n\t\t\t\t\t\t\t\t\t<ul>\n<li>21% des contacts trait\u00e9s par les cliniciens sont \u00ab\u00a0cliniques\u00a0\u00bb.<\/li>\n<li>R\u00e9duction du temps pass\u00e9 \u00e0 r\u00e9diger des notes et des rapports apr\u00e8s l&rsquo;appel<\/li>\n<li>15,3 % des contacts sont des appels r\u00e9p\u00e9t\u00e9s.<\/li>\n<\/ul>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"flex flex-col gap-gutter pb-c\/m pt-c\/xl mt-c\/xxs lg:mt-0 max-md:items-center md:flex-row\">\n\t\t\t\t\t\t\t\t\t\t<a\t\tclass=\"btn-tertiary body-small w-fit text-text-primary-aaa py-c\/s\"\n\t\t href=\"https:\/\/www.calabrio.com\/book-demo\/\" title=\"R\u00e9servez une d\u00e9monstration\" aria-label=\"R\u00e9servez une d\u00e9monstration\" target=\"_self\" \t>\n\t\t\t\t<span class=\"button__icon button__icon--right lint-ignore \"  aria-hidden=\"true\">\n\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 25 24\"><path stroke=\"currentColor\" stroke-linecap=\"round\" stroke-linejoin=\"round\" d=\"M4.5 12h16m0 0-6-6m6 6-6 6\"\/><\/svg>\n\t<\/span>\n\t\t\t<span class=\"button__text\">R\u00e9servez une d\u00e9monstration<\/span>\n\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\n\t\t\t\t\t\t\t\t\t<div class=\"secondary-hero__image relative z-10 mb-c\/xl lg:mb-c\/xxl lg:w-1\/2\">\n\t\t\t\t\t\t<div class=\"js-wrap image lint-ignore\n\trelative aspect-[393\/320] md:aspect-[720\/463] image--cover\t\" data-module=\"image\" >\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_566598003-1.webp\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_566598003-1.webp\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_566598003-1.webp 7852w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_566598003-1-300x187.webp 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_566598003-1-1024x639.webp 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_566598003-1-768x479.webp 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_566598003-1-1536x958.webp 1536w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_566598003-1-2048x1278.webp 2048w\" alt=\"\" ><\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t<\/section>\n\n\t\t<style>\n\t[data-theme-block-id=\"block_b36ca8324a89c6730e8a0fe791a712af\"] {\n\t\t@media only screen and (max-width: 743px) {\n\t\t\t\t\t\t\t\t}\n\t\t@media only screen and (min-width: 744px) {\n\t\t\t\t\t\t\t\t}\n\t}\n\t<\/style>\n\t<section\n\t\tclass=\"container py-l\/m overflow-hidden\"\n\t\tdata-theme-block-id=\"block_3887272a4e2c0e65e946002259e4b45c\"\n\t\tid=\"\"\n\t\tdata-aos=\"fade-up\"\n\t>\n\t\t<div class=\"block w-[calc(100vw)] lg:w-full -ml-page-margin lg:-ml-0\">\n\t\t\t\n\t<section\n\tclass=\"swiper  swiper--navigation-rounded swiper--margin-two-sides swiper--md-hide-navigation\"\n\tdata-module=\"carousel-grid\"\n\tdata-swiper-options='{\"slidesPerView\":1.11,\"spaceBetween\":16,\"breakpoints\":{\"680\":{\"slidesPerView\":2.24},\"744\":{\"enabled\":false},\"1024\":{\"enabled\":false}},\"navigation\":{\"nextEl\":\".swiper-button-next\",\"prevEl\":\".swiper-button-prev\"},\"navCenteredImage\":true}'\n\tdata-aos=\"\"\n\tdata-aos-duration=\"\"\n\t>\n\t<div class=\"swiper-wrapper md:flex-col md:gap-0 md:pl-0 lg:flex-col lg:pl-0\">\n\t\n<div class=\"w-full h-full relative py-c\/xxl  swiper-slide !h-auto\">\n\t<div\n\t\tclass=\"w-full h-full flex flex-col-reverse justify-end md:flex-row md:justify-between md:items-center gap-l\/m md:gap-0 \">\n\t\t<div class=\"w-full h-full md:w-[50%] lg:w-[65%] xl:w-[51%] md:gap-l\/xxl md:px-page-margin lg:px-l\/m lg:p-l\/mxl:p-l\/m flex items-center\">\n\t\t\t<div class=\"flex flex-col flex-grow gap-c\/s md:gap-0 lg:gap-c\/xxl h-full justify-between\">\n\t\t\t\t<div class=\"w-full mx-auto flex flex-col gap-c\/m md:gap-c\/m\">\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t<h3\t\t\t\tstyle=\"color: #080F21\"\n\t\t\t\tclass=\"heading-small\"\n\t\t\t\tdata-aos=\"fade-up\">\n\t\t\t\t\tContexte\t\t\t<\/h3>\n\t\t\t\n\t\t\t\t\t\t\t<div\n\t\t\t\t\tclass=\"wysiwyg text-navy-40 pb-l\/xs\"\n\t\t\t\t\tdata-aos=\"fade-up\"\n\t\t\t\t\tstyle=\"color: #344679\">\n\t\t\t\t\t<p>Le Mersey Care NHS Foundation Trust est l&rsquo;un des plus grands organismes fournissant des services de sant\u00e9 physique et mentale dans le nord-ouest de l&rsquo;Angleterre. Au service de plus de 1,4 million de personnes sur 170 sites de services cliniques dans la r\u00e9gion, le Trust est \u00e9galement charg\u00e9 des services couvrant le nord du Pays de Galles et les Midlands.<\/p>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t\t<\/div>\n<\/div>\n<div class=\"relative w-full md:w-[50%] lg:w-[49%]\">\n\t\t\t<div class=\"js-wrap image lint-ignore\n\t aspect-[280\/313] md:aspect-[372\/588] lg:aspect-square max-w-[588px] image--cover\t\" data-module=\"image\" data-aos=fade-up data-aos-delay=100>\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_605979412-scaled.jpeg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_605979412-scaled.jpeg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_605979412-scaled.jpeg 2560w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_605979412-300x200.jpeg 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_605979412-1024x683.jpeg 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_605979412-768x512.jpeg 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_605979412-1536x1025.jpeg 1536w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_605979412-2048x1366.jpeg 2048w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_605979412-600x400.jpeg 600w\" alt=\"\" ><\/div>\n\t\n\t<\/div>\n<\/div>\n<\/div>\n\n<div class=\"w-full h-full relative py-c\/xxl  swiper-slide !h-auto\">\n\t<div\n\t\tclass=\"w-full h-full flex flex-col-reverse justify-end md:flex-row md:justify-between md:items-center gap-l\/m md:gap-0 md:flex-row-reverse\">\n\t\t<div class=\"w-full h-full md:w-[50%] lg:w-[65%] xl:w-[51%] md:gap-l\/xxl md:px-page-margin lg:px-l\/m lg:p-l\/mxl:py-l\/m xl:pr-l\/m flex items-center\">\n\t\t\t<div class=\"flex flex-col flex-grow gap-c\/s md:gap-0 lg:gap-c\/xxl h-full justify-between\">\n\t\t\t\t<div class=\"w-full mx-auto flex flex-col gap-c\/m md:gap-c\/m\">\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t<h3\t\t\t\tstyle=\"color: #080F21\"\n\t\t\t\tclass=\"heading-small\"\n\t\t\t\tdata-aos=\"fade-up\">\n\t\t\t\t\tD\u00e9fi\t\t\t<\/h3>\n\t\t\t\n\t\t\t\t\t\t\t<div\n\t\t\t\t\tclass=\"wysiwyg text-navy-40 pb-l\/xs\"\n\t\t\t\t\tdata-aos=\"fade-up\"\n\t\t\t\t\tstyle=\"color: #344679\">\n\t\t\t\t\t<p>Dans le cadre de sa strat\u00e9gie \u00ab\u00a0striving for perfect care\u00a0\u00bb, qui s&rsquo;aligne sur le plan \u00e0 long terme du NHS, Mersey Care souhaitait mettre en place un service d&rsquo;assistance t\u00e9l\u00e9phonique d&rsquo;urgence pour la sant\u00e9 mentale, disponible 24 heures sur 24 et 7 jours sur 7, afin d&rsquo;aider les communaut\u00e9s du Cheshire et du Merseyside.<\/p>\n<p>&nbsp;<\/p>\n<p>Initialement pr\u00e9vu pour 2021, le lancement du service d&rsquo;assistance t\u00e9l\u00e9phonique a \u00e9t\u00e9 avanc\u00e9 \u00e0 2020 en raison de l&rsquo;impact des restrictions impos\u00e9es pendant la pand\u00e9mie de COVID-19. Cela a permis \u00e0 Mersey Care de r\u00e9pondre \u00e0 l&rsquo;augmentation rapide des probl\u00e8mes de sant\u00e9 mentale dans la communaut\u00e9 et de fournir un soutien imm\u00e9diat.<\/p>\n<p>&nbsp;<\/p>\n<p>La technologie existante ne permettait pas aux cliniciens de r\u00e9pondre de mani\u00e8re op\u00e9rationnelle aux besoins des directives de r\u00e9ponse en 1 heure \/ 4 heures et de d\u00e9tournement des services d&rsquo;accidents et d&rsquo;urgences, ni \u00e0 l&rsquo;augmentation de volume pr\u00e9vue par la mise en place de la voie nationale NHS111 (Press 2 pour la sant\u00e9 mentale). La plateforme technologique n\u00e9cessitait une plus grande r\u00e9silience, des canaux multiples et une plus grande flexibilit\u00e9 pour soutenir une approche technologique g\u00e9n\u00e9rative de l&rsquo;IA afin de r\u00e9duire les risques et d&rsquo;am\u00e9liorer l&rsquo;exp\u00e9rience de l&rsquo;utilisateur du service.<\/p>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t\t<\/div>\n<\/div>\n<div class=\"relative w-full md:w-[50%] lg:w-[49%]\">\n\t\t\t<div class=\"js-wrap image lint-ignore\n\t aspect-[280\/313] md:aspect-[372\/588] lg:aspect-square max-w-[588px] image--cover\t\" data-module=\"image\" data-aos=fade-up data-aos-delay=100>\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_941411822-scaled.jpeg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_941411822-scaled.jpeg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_941411822-scaled.jpeg 2560w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_941411822-300x200.jpeg 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_941411822-1024x683.jpeg 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_941411822-768x512.jpeg 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_941411822-1536x1024.jpeg 1536w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_941411822-2048x1365.jpeg 2048w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_941411822-600x400.jpeg 600w\" alt=\"\" ><\/div>\n\t\n\t<\/div>\n<\/div>\n<\/div>\n\n<div class=\"w-full h-full relative py-c\/xxl  swiper-slide !h-auto\">\n\t<div\n\t\tclass=\"w-full h-full flex flex-col-reverse justify-end md:flex-row md:justify-between md:items-center gap-l\/m md:gap-0 \">\n\t\t<div class=\"w-full h-full md:w-[50%] lg:w-[65%] xl:w-[51%] md:gap-l\/xxl md:px-page-margin lg:px-l\/m lg:p-l\/mxl:p-l\/m flex items-center\">\n\t\t\t<div class=\"flex flex-col flex-grow gap-c\/s md:gap-0 lg:gap-c\/xxl h-full justify-between\">\n\t\t\t\t<div class=\"w-full mx-auto flex flex-col gap-c\/m md:gap-c\/m\">\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t<h3\t\t\t\tstyle=\"color: #080F21\"\n\t\t\t\tclass=\"heading-small\"\n\t\t\t\tdata-aos=\"fade-up\">\n\t\t\t\t\tSolution\t\t\t<\/h3>\n\t\t\t\n\t\t\t\t\t\t\t<div\n\t\t\t\t\tclass=\"wysiwyg text-navy-40 pb-l\/xs\"\n\t\t\t\t\tdata-aos=\"fade-up\"\n\t\t\t\t\tstyle=\"color: #344679\">\n\t\t\t\t\t<p>Mersey Care et NHS Informatics Merseyside se sont associ\u00e9s \u00e0 <a href=\"https:\/\/www.itgl.com\/\">ITGL<\/a>, une soci\u00e9t\u00e9 de conseil num\u00e9rique plusieurs fois r\u00e9compens\u00e9e, et \u00e0 Calabrio pour mettre au point le service d&rsquo;assistance t\u00e9l\u00e9phonique. Ensemble, ils ont veill\u00e9 \u00e0 ce que les derni\u00e8res innovations technologiques soient d\u00e9ploy\u00e9es pour am\u00e9liorer en permanence la capacit\u00e9 de Mersey Care \u00e0 prendre en charge les personnes en situation de crise.<\/p>\n<p>&nbsp;<\/p>\n<p>La solution n\u00e9cessitait \u00e9galement l&rsquo;int\u00e9gration de produits tiers, et gr\u00e2ce \u00e0 un processus rigoureux, Cisco Webex Contact Center \/ Calabrio a r\u00e9pondu avec succ\u00e8s aux sp\u00e9cifications requises, y compris un processus de validation de concept en temps r\u00e9el pour d\u00e9montrer que la technologie fonctionnerait. Il s&rsquo;agissait notamment d&rsquo;analyser plus de 1 000 appels et de fournir un retour d&rsquo;information en temps r\u00e9el et des informations qui ont permis au conseil d&rsquo;administration de s&rsquo;assurer de la capacit\u00e9 du produit.<\/p>\n<p>&nbsp;<\/p>\n<p>En outre, la solution est personnalis\u00e9e pour permettre au Trust de hi\u00e9rarchiser et d&rsquo;acheminer les appels en fonction de leur degr\u00e9 d&rsquo;urgence, ce qui garantit que les appels critiques parviennent imm\u00e9diatement aux cliniciens, r\u00e9duisant ainsi la pression sur les services d&rsquo;urgence et facilitant un soutien appropri\u00e9 en mati\u00e8re de sant\u00e9 mentale sans que l&rsquo;utilisateur du service n&rsquo;ait \u00e0 se rendre aux services d&rsquo;urgence de l&rsquo;h\u00f4pital.<\/p>\n<p>&nbsp;<\/p>\n<p>L&rsquo;utilisation de la synth\u00e8se vocale permet \u00e0 l&rsquo;\u00e9quipe d&rsquo;\u00eatre flexible et de r\u00e9pondre aux besoins des patients. Gr\u00e2ce \u00e0 cette nouvelle technologie, les cliniciens peuvent r\u00e9duire leur temps d&rsquo;administration en utilisant la fonction de synth\u00e8se vocale au lieu de saisir manuellement leurs notes. Les donn\u00e9es et les rapports en temps r\u00e9el et historiques sont accessibles dans Webex, ce qui permet \u00e0 l&rsquo;\u00e9quipe de mieux g\u00e9rer les appels, les temps d&rsquo;attente, les appels abandonn\u00e9s, les rappels et la disponibilit\u00e9 des agents.<\/p>\n<p>&nbsp;<\/p>\n<p>Il est important de noter que la solution a \u00e9t\u00e9 con\u00e7ue pour faciliter au maximum son utilisation par les cliniciens. En gardant \u00e0 l&rsquo;esprit que l&rsquo;utilisateur de la solution ne serait pas un utilisateur technique mais un clinicien qui s&rsquo;occupe d&rsquo;un patient dans le besoin, la plateforme a \u00e9t\u00e9 personnalis\u00e9e avec des fonctionnalit\u00e9s qui aident le clinicien \u00e0 fournir des soins rapides et efficaces. Par exemple, des fonctions telles que les visualisations de la demande en temps r\u00e9el pour les cliniciens afin de faciliter la gestion de l&rsquo;acuit\u00e9, ainsi que la g\u00e9n\u00e9ration de rapports en direct qui fournissent des informations sur les th\u00e8mes et les tendances pour les milliers d&rsquo;appels re\u00e7us quotidiennement.<\/p>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t\t<\/div>\n<\/div>\n<div class=\"relative w-full md:w-[50%] lg:w-[49%]\">\n\t\t\t<div class=\"js-wrap image lint-ignore\n\t aspect-[280\/313] md:aspect-[372\/588] lg:aspect-square max-w-[588px] image--cover\t\" data-module=\"image\" data-aos=fade-up data-aos-delay=100>\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_231700747-scaled-e1735866240618.jpeg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_231700747-scaled-e1735866240618.jpeg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_231700747-scaled-e1735866240618.jpeg\" alt=\"\" ><\/div>\n\t\n\t<\/div>\n<\/div>\n<\/div>\n\n<div class=\"w-full h-full relative py-c\/xxl  swiper-slide !h-auto\">\n\t<div\n\t\tclass=\"w-full h-full flex flex-col-reverse justify-end md:flex-row md:justify-between md:items-center gap-l\/m md:gap-0 \">\n\t\t<div class=\"w-full h-full md:w-[50%] lg:w-[65%] xl:w-[51%] md:gap-l\/xxl md:px-page-margin lg:px-l\/m lg:p-l\/mxl:p-l\/m flex items-center\">\n\t\t\t<div class=\"flex flex-col flex-grow gap-c\/s md:gap-0 lg:gap-c\/xxl h-full justify-between\">\n\t\t\t\t<div class=\"w-full mx-auto flex flex-col gap-c\/m md:gap-c\/m\">\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t<h5\t\t\t\tstyle=\"color: #080F21\"\n\t\t\t\tclass=\"heading-small\"\n\t\t\t\tdata-aos=\"fade-up\">\n\t\t\t\t\tAvantages\t\t\t<\/h5>\n\t\t\t\n\t\t\t\t\t\t\t<div\n\t\t\t\t\tclass=\"wysiwyg text-navy-40 pb-l\/xs\"\n\t\t\t\t\tdata-aos=\"fade-up\"\n\t\t\t\t\tstyle=\"color: #344679\">\n\t\t\t\t\t<p>La mise en \u0153uvre de cette approche a permis au Trust de r\u00e9agir plus rapidement, de fournir les soins appropri\u00e9s et de pr\u00e9server le bien-\u00eatre des cliniciens afin qu&rsquo;ils puissent continuer \u00e0 fournir ce service essentiel selon les normes les plus \u00e9lev\u00e9es.<\/p>\n<p>&nbsp;<\/p>\n<p>La solution a donn\u00e9 des r\u00e9sultats remarquables, d\u00e9passant les attentes et les objectifs. Par exemple, Mersey Care a constat\u00e9 que seuls 21 % des contacts trait\u00e9s par les cliniciens sont \u00ab\u00a0cliniques\u00a0\u00bb. En r\u00e9acheminant les appels vers les membres de l&rsquo;\u00e9quipe les plus appropri\u00e9s, les cliniciens ont plus de temps pour traiter les appels critiques. Calabrio Analytics r\u00e9sume automatiquement les contacts et identifie l&#8217;emplacement des points cl\u00e9s d&rsquo;un appel. Gr\u00e2ce aux transcriptions, \u00e0 la navigation des contacts et aux r\u00e9sum\u00e9s de 150 mots disponibles en moins de 10 minutes, Calabrio a r\u00e9duit le temps consacr\u00e9 aux notes et aux rapports apr\u00e8s appel, augmentant ainsi la capacit\u00e9 de la main-d&rsquo;\u0153uvre dans tous les domaines de comp\u00e9tence.<\/p>\n<p>&nbsp;<\/p>\n<p>L&rsquo;analyse permet \u00e9galement d&rsquo;identifier les sch\u00e9mas de contacts r\u00e9p\u00e9t\u00e9s, soit par les num\u00e9ros compos\u00e9s, soit par d&rsquo;autres indicateurs de contacts r\u00e9p\u00e9t\u00e9s. Mersey Care a actuellement identifi\u00e9 que 15,3 % des contacts sont des appels r\u00e9p\u00e9t\u00e9s. Ces appels peuvent faire l&rsquo;objet d&rsquo;un audit et \u00eatre \u00e9tudi\u00e9s afin d&rsquo;identifier les domaines dans lesquels le service a pu \u00eatre am\u00e9lior\u00e9 ou ceux dans lesquels le personnel pourrait b\u00e9n\u00e9ficier d&rsquo;une formation compl\u00e9mentaire afin de garantir que les soins ad\u00e9quats soient prodigu\u00e9s et, esp\u00e9rons-le, de r\u00e9duire le nombre d&rsquo;appels r\u00e9p\u00e9t\u00e9s. Cela permet \u00e9galement \u00e0 l&rsquo;\u00e9quipe d&rsquo;identifier les appelants r\u00e9currents et de les aider avec les services communautaires ou de les orienter vers les interventions appropri\u00e9es si n\u00e9cessaire.<\/p>\n<p>&nbsp;<\/p>\n<p>Les tableaux de bord, aliment\u00e9s par la transcription, identifient les cliniciens qui ont trait\u00e9 des volumes \u00e9lev\u00e9s de contacts ou dont le personnel a trait\u00e9 des contacts particuli\u00e8rement difficiles ou abusifs. Avec 50 cliniciens qui quittent le service chaque ann\u00e9e et 6 728 heures consacr\u00e9es \u00e0 l&rsquo;int\u00e9gration et \u00e0 la formation du nouveau personnel, l&rsquo;identification du personnel pr\u00e9sentant un risque d&rsquo;\u00e9puisement professionnel permet d&rsquo;apporter un soutien plus efficace au bien-\u00eatre. Les cliniciens sont ainsi prot\u00e9g\u00e9s et mieux fid\u00e9lis\u00e9s, ce qui permet \u00e0 l&rsquo;entreprise de gagner du temps et d&rsquo;\u00e9conomiser des ressources.<\/p>\n<p>&nbsp;<\/p>\n<p>Plus pr\u00e9cis\u00e9ment, les tableaux de bord en direct de la solution aident l&rsquo;\u00e9quipe clinique \u00e0 superviser en temps r\u00e9el la demande et l&rsquo;acuit\u00e9. Cela permet de d\u00e9clencher des escalades cliniques et de mobiliser des ressources le cas \u00e9ch\u00e9ant.<\/p>\n<p>&nbsp;<\/p>\n<p>Le syst\u00e8me a \u00e9galement favoris\u00e9 l&rsquo;apprentissage individuel et en \u00e9quipe par le biais de la supervision en utilisant l&rsquo;analyse et l&rsquo;enregistrement des appels.<\/p>\n<p>Pendant les fermetures de COVID, une moyenne de 3 500 personnes par mois dans la r\u00e9gion de North Mersey ont utilis\u00e9 le service. Le projet de ligne d&rsquo;aide d&rsquo;urgence, qui en est \u00e0 sa quatri\u00e8me ann\u00e9e d&rsquo;existence, continue d&rsquo;\u00e9voluer : on sait que 500 000 personnes de plus qu&rsquo;en 2020 utilisent le service et que la moyenne des appels trait\u00e9s est pass\u00e9e de 2 000 \u00e0 9 000 par mois.<\/p>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t\t<\/div>\n<\/div>\n<div class=\"relative w-full md:w-[50%] lg:w-[49%]\">\n\t\t\t<div class=\"js-wrap image lint-ignore\n\t aspect-[280\/313] md:aspect-[372\/588] lg:aspect-square max-w-[588px] image--cover\t\" data-module=\"image\" data-aos=fade-up data-aos-delay=100>\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765.png\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765.png\" 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