Customer Service Transformation
Context
The Ministry of Defence is the British government department responsible for implementing the defence policy set by the government. It manages the day-to-day running of armed forces, contingency planning and defence procurement. It has over 60,000 employees.
Challenge
The Ministry of Defence had received feedback that doctors who work in the military lacked empathy. They asked Alchemist to provide actors to play simulated patients in online video conferences to see how using actors in virtual settings could increase doctors’ levels of compassion with the goal of patients feeling an increases sense of ‘human’ experience.
The Solution
Alchemist worked with the Ministry of Defence to create a timetable of video conferences. In these each doctor would see 6 simulated patients in a row. This would be repeated 4 times in total.
This worked on a rotational basis with each actor moving from a virtual waiting room to the next doctor’s surgery in a continuous flow.
Feedback was gathered from the actors on an online platform after each consultation.
The impact
Alchemist deployed several pilot programmes for the Ministry of Defence during the COVID-18 crisis.
After receiving positive feedback the conversation continues in terms of rolling the programme out to a wider audience.
