X-on Health has been awarded the prestigious title of ‘Best Integrated Telephony Solution’ at the EMIS National User Group (NUG) 2024, for their innovative Cloud telephony platform, Surgery Connect. The solution, which now supports 55% of surgeries across England, was recognised for its transformative impact on GP practices, significantly reducing call volumes and improving patient care.
A standout feature of Surgery Connect is the newly introduced “Check and Cancel” functionality, which leverages the EMIS API to allow patients to manage their appointments in real time. This self-service capability has reduced inbound call demand by approximately 10%, freeing up valuable staff time for more critical clinical tasks. Additionally, the system integrates with clinical scheduling tools to instantly update and rebook cancelled appointments, streamlining workflow and maximising resource utilisation.
Some of the key highlights of the “Check and Cancel” function that were cited in the award application were:
- Reduced Call Traffic by 10%: By providing patients with the ability to check and cancel appointments via the telephone, the solution significantly decreases the volume of calls handled by practice staff. This reduction of around 10% in calls allows staff to redirect their efforts towards more pressing clinical and administrative tasks.
- Improved Patient Satisfaction and Flexibility: Patients gain greater control over their appointments, enhancing satisfaction through the convenience of self-service options.
- Enhanced Accessibility: The system’s out-of-hours configuration ensures patients can manage their appointments at any time, further increasing the accessibility of healthcare services.
- Decreased DNAs (Did Not Attend): By allowing patients to double-check and cancel appointments easily, the likelihood of forgotten appointments decreases.
- Immediate Rebooking: When patients cancel appointments, the system instantly updates the clinical schedule, making those slots available for rebooking. This immediate update improves the efficiency of appointment management, ensuring better utilisation of clinical resources.
- Customisable Features: The ability to configure which appointment types can be checked and/or cancelled allows practices to tailor the system to their specific needs. This customisation ensures that the solution aligns with the operational workflows and patient management strategies of different practice models.
Jamal Syed, Operations Manager at Hall Green Health has been using “Check and Cancel” since March 2024, and had this to say: “The system’s ability to provide 24/7 access was particularly beneficial for patients unable to use online services during regular hours. The significant number of appointments checked and cancelled indicates that patients utilised the system effectively to manage their appointments, potentially reducing the number of missed appointments. By allowing patients to access this at all times, it is one less administrative task to pick up during the morning rush.”
Mr Syed believes that in July 2024 the practice saved 10 hours and 53 minutes with the introduction of “Check and Cancel”.
Other key innovations released this year, such as the updated “Phonebar” and enhanced out-of-hours accessibility, have further improved patient satisfaction and care efficiency.
X-on Health’s dedication to seamless transitions and ongoing support was also a significant factor in the win. Their comprehensive training, including free access to an eLearning platform, and 24/7 assistance ensures that practices can adopt Surgery Connect with minimal disruption.
This award highlights X-on Health’s relentless drive to push the boundaries of patient and practice communication in healthcare, putting themselves at the heart of the digital front door.
