Greg Rixon

Head of Patient Experience , Doctor Care Anywhere

Doctor Care Anywhere (DCA) is a UK-based digital healthcare provider delivering remote GP services and virtual health consultations. With a team of over 400 employees and 130 contact center agents, DCA helps patients access quality care from anywhere. As a trusted partner to major insurers and corporates, DCA blends clinical excellence with modern technology to make healthcare more accessible and effective. 

Supernova Award Category: 
Future of Work: Employee Experience
The Problem: 

When the COVID-19 pandemic triggered exponential growth in telehealth demand, DCA’s contact center team scaled rapidly — from 10 to 60 agents nearly overnight. This exposed gaps in technology, support, and infrastructure for employee development, especially within a remote work model. Burnout risk and operational inconsistency posed major challenges to team engagement and performance. 

The Solution: 

DCA partnered with Onecom to implement Five9’s cloud-based contact center platform, introducing intelligent IVR, CRM integration, live listening, and real-time analytics. But technology alone wasn’t the goal — DCA also launched a two-year culture transformation, implementing dual leadership tracks to prioritize both operations and personal development. Coordinators now receive monthly 1:1s, custom development plans, and opportunities to influence the tools and policies that shape their work. 

The Results: 

Before the transformation, rapid growth outpaced support systems. Today, DCA’s team thrives in a people-first, performance-smart culture. Engagement scores have soared, attrition has plummeted, and a strong sense of purpose has been restored across a fully remote workforce. Coordinators now feel heard, developed, and equipped — not just to meet demand, but to build careers. 

Metrics: 

Attrition rate reduced to 3% in 2024 

Employee NPS score increased from 7 to 53 (Jan–Sept) 

Over 100 hours/month dedicated to personal development 

Team leaders save 6 hours/week through optimized workflows 

Monthly 1:1s, “Care Chronicles” newsletter, and engagement network launched 

The Technology: 

Five9 VCC (Voice, Email, Chat pending) 

QM Essentials (Advancing to QM Advanced) 

Real-time Analytics & Reporting 

Live Listening, Quality Assurance, Coaching Tools 

CRM and WFM Integration 

Disruptive Factor: 

DCA’s approach goes beyond CX — it redefines EX. By implementing Five9 while overhauling internal culture, DCA built a hybrid, scalable workforce rooted in empathy, empowerment, and engagement. Coordinators help shape decisions, take ownership of growth, and feel truly invested in the mission. This transformation challenged the legacy “call center” model, turning it into a community of care professionals. 

Shining Moment: 

The turning point came when staff-led initiatives like “The Care Chronicles” newsletter and team social chats gained traction, reinforcing a unified culture. What started as a tech implementation became a full-circle employee experience movement — one where every coordinator has a voice, a path forward, and a reason to stay. 

About Doctor Care Anywhere

Doctor Care Anywhere is a leading UK-based digital health company that provides virtual GP consultations and healthcare navigation services. With a mission to simplify access to care, DCA partners with insurers, employers, and health systems to deliver high-quality, remote clinical care. The organization is committed to using technology and compassion to improve outcomes and empower both patients and staff.