Partnering with RIVIAM Digital Care to set up health & social care hub

Offering health and social care services with strong and reliable telephony

About

Cloud platform & digital services for health & social care

Industry

Healthcare

HQ

Bath, UK

Gradwell Products

VoIP

The customer

RIVIAM logo

RIVIAM Digital Care offers a secure cloud platform and digital services for health, social care and third sector organisations to collaborate and co-ordinate care to improve lives. RIVIAM’s technology connects with existing NHS computer systems and clinical records whilst enabling new care services. Today, RIVIAM works with NHS Trusts, GP federations, Local Authorities and independent organisations delivering NHS services across England.

RIVIAM Digital Care was founded by Managing Director, Paul Targett. For the last 17 years, Paul has helped the NHS and independent providers deliver services to improve healthcare outcomes. Five years ago, Paul and his team launched RIVIAM’s platform for enabling new models of care for health and social care services.

RIVIAM Digital Care has been a Gradwell customer since 2018 using our VoIP services. Most recently, RIVIAM used Gradwell’s VoIP service at the Bath and North East Somerset (BaNES) Compassionate Community Hub (CCH) where 15 handsets have been set up for call handlers.

RIVIAM Hub & VoIP

The challenge

Gradwell has been providing the telephony for RIVIAM’s growing business since 2018. During the COVID-19 pandemic, RIVIAM reached out to us specifically for help setting up telephony for RIVIAM’s solution for the Bath and North East Somerset (BaNES) Compassionate Community Hub (CCH).

The CCH was set up in April 2020 to provide support for people in the BaNES area during COVID-19. The hub is managed by BaNES Council, Virgin Care and BaNES 3SG that represents local third sector organisations. RIVIAM set up the infrastructure for the CCH and their RIVIAM Wellbeing social prescribing service is being used to co-ordinate care delivery. People and vulnerable residents who are shielding, isolating or in need of other support in the BaNES area can contact the hub. Professionals from different organisations are then able to collaborate and co-ordinate the appropriate support for them online using RIVIAM.

When asked about the hub, Paul said: “Enabling health, social care and third sector organisations to co-ordinate care delivery with each other is more important than ever. With RIVIAM Wellbeing, organisations in different sectors can collaborate as one team harnessing their collective power to deliver for people in need. Using RIVIAM, healthcare and social care professionals along with the voluntary sector and Local Authority can work together and share information so they can help people who are most in need with food, mental health, wellbeing and welfare.”

While RIVIAM provided the infrastructure for the hub, they turned to Gradwell to help provide the telephony to support third sector organisations. They were looking for a service offering that was modern, open and flexible and contacted us about our VoIP services to complete the hub set up. RIVIAM was drawn to asking and partnering with Gradwell on this project due to both companies being based in Bath and our long-term trusted relationship.

"The challenge that Gradwell solved for us was a quick response and provision of VoIP telephony for the CCH. They were reliable and the speed of turnaround meant we could meet our customer’s requirements and there were no problems or issues."

Paul Targett

The solution

RIVIAM, working with Gradwell, set up the hub in less than a week with the telephony and technical infrastructure. Paul commented that In less than a week, RIVIAM configured a secure technical infrastructure and, working with our telephony partner Gradwell, added the telephony required. The telephony equipment was delivered in time and the installation service was fantastic.”

At the end of April, RIVIAM’s Wellbeing service went live. By the end of July, approximately 1500 cases and just under 6500 calls for support had been managed quickly and efficiently by partner organisations. These organisations were able to collaborate online using RIVIAM for the first time ever, replacing emails, spreadsheets and phone calls.

When asked how Gradwell has helped RIVIAM with their business and the hub, Paul remarked that: “The challenge that Gradwell solved for us was a quick response and provision of VoIP telephony for the CCH. They were reliable and the speed of turnaround meant we could meet our customer’s requirements and there were no problems or issues.

“RIVIAM’s digital services have been central to our customers’ response to the pandemic. Our enduring focus on customer success has been paramount and this has meant a fast response to some changing requirements. RIVIAM’s solution for the CCH working with Gradwell will be used for other service centres in the UK.”

RIVIAM & VoIP

The future of RIVIAM & Gradwell

This partnership between RIVIAM and Gradwell has not only been beneficial for the two companies but also for health and social care services, workers and residents in the BaNES area during Coronavirus and lockdown. When asked what RIVIAM sees the future looking like following the success of the CCH, Paul said:

“We plan to work with Gradwell in the future to provide us with telephony integration with our customers’ IT systems. The telephony will interface seamlessly with RIVIAM’s platform. This will mean our customers can manage incoming and outgoing calls at their service centres and then automatically look up information on RIVIAM based on the incoming telephone number.

“In effect, RIVIAM will act as a CRM for a service centre, providing multiple efficiencies. RIVIAM’s solution for the CCH working with Gradwell will be used for other service centres in the UK.”

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