We believe that to successfully address some of the challenges faced by general practice, we need to make the most of existing digital infrastructure. By integrating technologies like cloud telephony, unified communications, and AI-enabled healthcare tools, practices can alleviate the pressure on GPs and other clinicians. Our tools offer a streamlined approach to demand management, encouraging patients to self-serve for non-urgent needs while enabling clinicians to focus on more complex, preventive care.
Surgery Connect is an award-winning healthcare phone system used by over 3,500 GP surgeries across the UK to transform their patient experience and deliver efficiencies at scale.
Surgery Connect features include:
- Improved Call Handling: Ensuring that the patient’s call reaches the best point of care for their needs in the shortest time.
- Improved Signposting: Encourages stronger connections to community care providers, such as mental health services, in line with the NHS Recovery Plan.
- Data-Driven Insights: Real-time analytics allow practices to monitor call volumes, peak times, and patient needs, enabling better resource planning.
- Scalability and Flexibility: The system adapts to the size and needs of your practice, supporting and expanding the workforce with hybrid work models and remote consultations when necessary.
- Enhanced Patient Experience: Features like automated patient callbacks, appointment reminders, and self-service options empower patients while reducing pressure on staff and tackling health inequalities.
Surgery Assist represents a significant leap in the use of AI to address key challenges in primary care. It works with any phone system and is locally trained to respond empathetically to thousands of patient queries.
Designed as a patient-facing digital assistant delivered through a chatbot interface, Surgery Assist captures the patient at the point of need, specifically for patient queries that can be handled without the need for a phone call into the practice i.e stopping smoking, weight loss, car parking questions, travel vaccinations.
With Surgery Assist handling up to 30% of your patient requests, your staff have more time to offer personalised patient care to patients with more complex needs.
Using Surgery Assist can:
- Halve your call queues within 6 months
- Increase NHS App uptake by a minimum of 10% minimum
- Double repeat prescription orders
- And increase signposting to community services and Pharmacy First
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Access Optimisation Programme
You are investing in new tools, but to deliver modern general practice successfully those tools need to be implemented effectively. Fully aligned to the Primary Care Access Recovery Programme (PCARP), our Access Optimisation Programme will show you how to address local challenges and needs across your ICB. With specialist guidance, underpinned by our unique data set, we advise on how to deliver measurable improvements in the application and impact of the technology available.
Access Optimisation Service
Our Access Optimisation Service (AOS) is designed to help Managers get the most out of their digital access tools, without adding more work for their teams. This fully managed service allows our experts to:
- Audit and optimise your digital access tools.
- Deliver data-driven, tailored recommendations to ensure everything runs as smoothly as possible.
Our methodology is tried, tested, and impactful…hear from other surgeries across the UK:
The combination of Surgery Connect, Surgery Assist and our Access Optimisation Service, is a tried and tested model that has made a real impact in practices around the country which reduces administrative burden, improves access to services, and frees up vital capacity, transforming general practice for the better.
“Our missed calls were reduced by a whopping 65% mainly owing to patients opting for digital support. By empowering patients to self-serve for simple admin tasks we now receive over 1,500 less calls per month allowing me to retrain and reallocate our team to other tasks such as preventative and proactive care.”
– Prash Thurairatnum, Business Manager @ Tudor Lodge Health Centre
“This is a solution that works for patients and practices. The deployment was seamlessly managed and required minimal time from our team. Our receptionists now have more time to care for patients and answer calls from those who cannot access our services digitally. The GP and receptionist time saved is a testament to the work done and thanks to digital utilisation and enablement we are able to deliver a better level of care to more patients.”
– Vicki Parker, PCN Manager @ Maple PCN
“Our missed calls were reduced by nearly 20% mainly owing to patients opting for digital support. By empowering patients to complete administrative tasks via the digital assistant (for example updating personal details, submitting asthma reviews and home BP readings) a total of 6 hours and 20 minutes of admin time was saved in 4 months. Our NHS App uptake tripled during the pilot phase due to Surgery Assist’s guided support via the automated chatbot. 69% of patients asked agreed they felt more empowered when asked to complete their health need digitally via the platform, with 61% saying this has improved their experience of accessing healthcare to meet their needs.”
– Jennifer Keen, Practice Manager @ Whitehill Surgery