Patient Service Centre - CGI IT UK Limited on behalf of Hywel Dda University Health Board (HDUHB)

The requirement is driven by the need to provide a single point of access for patients to Health Board services, help patients manage their own health and wellbeing, improve patient experience, reduce duplication and strengthen operational efficiency; giving clinicians and support staff a timely, unified view of the patient across relevant health board systems. The proposed service aligns with the Health Board’s strategic ambitions and national NHS Wales digital priorities and is intended to provide the foundations for future regional integration and service expansion.

The PSC is the central patient-facing platform: a single, multi-channel point of access that brings together phone, web, chat, post, SMS and in-person access so that patients can access information, guidance, appointment support, referral help and waiting list support without being bounced around separate teams or channels. It is the mechanism that replaces fragmented contact arrangements and gives patients a more coherent, predictable way of accessing Health Board services. For staff, it provides a common way of logging calls, triaging enquiries, escalating issues, managing referrals and tracking actions through to completion. It should also help reduce duplication, improve handovers and make it easier for teams to support patients consistently across services.

360° View is the clinician and operational view of the patient: a unified, real-time picture of patient records, interaction history, communications, tasks and pathway activity. It is designed to help staff see the patient in context, support multi-disciplinary team (MDT) working and reduce time spent hunting across systems for information, while also enabling dashboards, alerts and operational oversight. 360° View is not just a read-only record but a working tool for coordinated care and pathway management.

The PSC will work together as one joined-up service with the patient engagement platform (PEP). The PSC will handle patient contact and day-to-day requests, while the PEP will provide the digital tools patients use to manage aspects of their own care, such as viewing information, booking or changing appointments and following guidance. Together, they will give patients a smoother experience and give staff a clearer view of what has happened and what needs to happen next.