Hornbill Service Manager Implementation Case Study

This case study details the implementation of Hornbill Service Manager at West Suffolk NHS Foundation Trust, aimed at supporting the e-Care patient records system. The Trust faced challenges in managing a fluctuating user base and high call volumes following the launch of e-Care. The Hornbill solution was chosen for its flexibility and UK-based data compliance, allowing the Trust to scale user numbers according to demand. The implementation process was completed within 30 days, with minimal training required due to the user-friendly interface. The case study outlines how the service desk team reduced call backlogs significantly, improved efficiency, and enhanced collaboration through the use of the Hornbill platform. It also discusses future plans for expanding the system's capabilities, including change management and document management for ISO 9001 accreditation. The Trust's experience highlights the benefits of a subscription-based service model in a healthcare setting, emphasizing adaptability and ongoing improvements.