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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
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