Solve the Triage Challenge in Microsoft Teams

Overwhelmed by high call volumes and complex patient needs? Luware's HIPAA-compliant solution turns Microsoft Teams into an intelligent triage platform, enabling you to deliver faster, more efficient care while meeting all regulatory requirements.

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Challenges in healthcare communications

The healthcare industry is unique, with specific pain points that can hinder efficiency and patient satisfaction.

Here are some of the critical challenges you can overcome with Luware:

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Enhance your patient communication platform

Your team already uses Microsoft Teams for collaboration. Luware takes that familiar environment and elevates it into a unified communication platform, built to handle the unique demands of modern healthcare, from triage to follow-up.

The Luware-way

Without Luware

Prioritize vulnerable callers

Identify and prioritize vulnerable callers by integrating with your CRM orEHR.

No caller prioritization

Calls from vulnerable patients are treated the same as all others. This can lead to long hold times, which puts these individuals at risk.

Screen pops with patient history

Provide agents with a "screen pop" of the patient's history and key details when a call connects.

Manual patient record lookup

Agents must manually search for patient records while a call is in progress. This is time-consuming and often leads to patients having to repeat their information, resulting in frustration and a fragmented experience.

Automate self-service

Use AI-driven bots for tasks like prescription status checks to free up human agents.

Limited self-service options

For routine inquiries like prescription status checks, patients often have to wait in a queue to speak with an agent. This increases call volume and prevents staff from focusing on more complex needs.

Proactive patient outreach

Automatically send appointment reminders and check-ins via outbound workflows

No automated outreach

Staff must manually call or email patients to remind them of upcoming appointments. This is an inefficient and time consuming process that increases the risk of human error.

Secure call recording

Automatically record all conversations across platforms to meet compliance and regulatory requirements.

Inconsistent call recording

Calls are not consistently or automatically recorded, or the recording process is not integrated with compliance systems. This increases security risks and noncompliance with regulations.

AI-driven transcription

Use AI to summarize and transcribe calls, automatically logging them in yourCRM for a complete audit trail.

Manual note-taking

Agents must manually take notes during or after a call to document conversations. This can lead to errors and incomplete patient records, creating a weak audit trail.

Seamless CRM integrations

Integrate with your existing CRM and other systems using our certified Power Automate connector.

Disconnected systems

Communication and patient data are stored in separate, fragmented systems.This requires agents to switch between multiple applications, which wastes time and creates opportunities for errors.

No time to read?

Your time is valuable. Connect with one of our healthcare CX specialists to discuss your challenges and discover how our solutions can help you achieve your goals.

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Numbers that speak for themselves

The impact of a unified communication platform can be measured in lives saved and costs reduced.

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£4.7m

The new service is estimated to have saved the local health and care system up to £4.7 million.

savings
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10k+

The service line received nearly 10,000 calls post-implementation.

calls
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16%

There was a 16% reduction in the number of overdoses.

reduction
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26%

Fewer people needed to be taken to A&E by ambulance.

reduction
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19%

A&E mental health admissions were reduced by 19%.

reduction
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97%

Calls to the 111 option 2 number did not require a visit to A&E.

of calls
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Patient-centered solutions for every interaction

Luware’s solutions deliver tangible improvements in patient experience and operational efficiency by transforming how your organization communicates. From triaging incoming calls to automating routine tasks, here are concrete scenarios for better patient outcomes.

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Intelligent call routing

A patient calls to check the status of a prescription. A voice bot identifies theirrequest and uses an integration with the pharmacy's system to check the status and send anautomated message, all without a receptionist needing to get involved.

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Vulnerable patient triage

A vulnerable caller is identified through a CRM lookup and is automaticallygiven priority in the queue, ensuring they are connected with an agent faster. The agent receives ascreen pop with the patient's information, enabling them to provide a more empathetic and tailoredservice.

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GP video triage

A receptionist receives a call from a patient describing a skin condition. Thereceptionist can quickly initiate a video call with a GP or nurse, allowing them to visually assess thesymptoms and provide a faster, safer decision without an in-person visit.

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Proactive phone follow-up

A medical professional can send a patient a message via an adaptive card to easily initiate follow-up tasks such as booking a new appointment. This reduces manual tasks and increases the number of appointments that can be carried out. 

Trusted by leading healthcare organizations

Luware is proud to partner with healthcare providers to deliver a superior patient and staff experience. Our solutions have a proven track record of creating real-world impact.

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"The person experiencing a mental health crisis can now be directed to the right team for assessment, onward treatment, or advice. Ensuring that people are accessing the right service at the right time is key to reducing costs, duplication, and confusion."

Dr. Emma Tiffin
Mental Health Clinical Lead

Read the full story

Commitment to Compliance and Security

Our dedication to security goes beyond promises. We provide solutions that meet the stringent requirements of healthcare data regulations worldwide.

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The numbers behind digital transformation

Healthcare organizations face mounting pressure to deliver exceptional patient experiences while managing complex regulatory requirements and operational costs. Investing in a modern communication platform is no longer optional; it's a critical step toward improving patient outcomes and streamlining operations.

Over 50% of millennials would switch doctors for one with better online access.

How Luware can help: Attract and retain patients by offering a modern, digital-first experience with features like online appointment booking, virtual check-ins, and secure messaging. By centralizing these communication channels, Luware helps organizations meet the growing demand for digital access and prevent patient churn.

Source: NIH Gov

From 2011 to 2025, OCR has settled or imposed civil monetary penalties in 152 cases, totaling over $144million

How Luware can help: To protect against costly penalties, Luware provides secure communication channels that help prevent common HIPAA violations like unauthorized access or improper disclosure of Protected Health Information (PHI).

Source: DRATA

Answering your top questions about Luware

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Is Luware compliant with data protection regulations like HIPAA and GDPR?

Yes, Luware providesMicrosoft-certified contact center solutions that meet regulatory requirements and information securitystandards. Luware Nimbus is a HIPAA-compliant contact center solution for Microsoft Teams. Luware also offerssolutions that comply with global standards like GDPR, with options for hosting locations to meet localregulations. All Luware solutions are SOC 2 Type II certified and undergo regular internal and external audits toensure compliance. Luware also holds ISO 27001 and ISO 9001 certifications

How can Luware help reduce patient wait times?

Luware uses intelligent routing to connect patients to theright healthcare professional based on their needs, location, and agent skills, reducing the need for multipletransfers and long queues. It also offers options like automated messages and callbacks when wait times arehigh.

How does Luware help with call recording and documentation?

Luware Recording automatically recordsconversations across various platforms and can store them for legally required periods. The system alsotranscribes and summarizes calls, automatically logging this information in the CRM or ticketing system to ensurea full interaction history is available for governance and audit purposes

Talk to our Team

Luware provides customer service solutions that connect the dots in your application landscape and unify your operations in the familiar environment of Microsoft Teams. Talk to an expert today to learn how we can support your organization.

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