The NHS is looking to assist practices, and their supporting CCGs, move away from the inflexibility of the many legacy systems currently in use by a significant proportion of practices by announcing a GP Advanced Telephony Specification Support Pack. The traditional box in the corner of the office cannot adapt to the changing needs of staff/patient communications and is unable to scale easily as patient numbers grow, or when practices merge to form GP Hubs and Federations, or across PCNs.
The arrival of the COVID pandemic in 2020 highlighted the need for substantial flexibility in primary care communications with GPs and staff needing to work from home during lockdown periods.
It is hoped CCGs will encourage practices to benefit from GP advanced telephony systems to improve practice efficiency and resilience and provide a better experience for patients, while also supporting practices with their technical issues such as IT infrastructure, networking and HSCN connections.
In addition to standard business telephony capabilities, the capability requirements of the GP Advanced Telephony specification include:
| Capability | Surgery Connect | ||
|---|---|---|---|
| General | Available | On Roadmap | Considering |
| Compliance with all GMS Contract, NHS Data Security and Protection Toolkit, ISO 27001 and Ofcom regulations | ✓ | ||
| Secure access via IP from GP Practices or internet connected devices | ✓ | ||
| Wholly owned and operated by the provider without 3rd party components or databases | ✓ | ||
| Integration with the main Clinical Systems | ✓ | ||
| Implementation | Available | On Roadmap | Considering |
| Existing phone number porting | ✓ | ||
| Minimal installation business continuity impact | ✓ | ||
| Partner with CCG contracted IT service providers to deliver IT support, network and infrastructure management | ✓ | ||
| Use dedicated data connection or HSCN connections for primary connection | ✓ | ||
| Telephony separated from IT network via dedicated IP address ranges for infrastructure | ✓ | ||
| 24/7 support during and after installation | ✓ | ||
| Upgraded on-site cabling for fixed handsets | ✓ | ||
| At least 99.9% service availability | ✓ | ||
| High quality audio | ✓ | ||
| Clinical System Integration | Available | On Roadmap | Considering |
| EMIS Web | ✓ | ||
| TPP SystmOne | ✓ | ||
| Integration independent of practice based infrastructure | ✓ | ||
| Patient communication history attached to the patient record | ✓ | ||
| Standard GP telephony | Available | On Roadmap | Considering |
| Hunt Groups | ✓ | ||
| Extensions | ✓ | ||
| Fixed IP handsets | ✓ | ||
| External direct dial numbers | ✓ | ||
| Practice directory | ✓ | ||
| Call recording | ✓ | ||
| Auto-attendant | ✓ | ||
| User control interfaces | ✓ | ||
| Configurable and timer controlled call flows | ✓ | ||
| In call functions such as hold, transfer, mute etc | ✓ | ||
| Prompts, holding messages, menu options and music | ✓ | ||
| Call forwarding and call waiting | ✓ | ||
| Voicemail | ✓ | ||
| Handset conferencing | ✓ | ||
| Practice caller ID | ✓ | ||
| Advanced GP Telephony | Available | On Roadmap | Considering |
| Demand Capability: | |||
| Rules based re-routing, queue management etc | ✓ | ||
| Configurable IVR for incoming call handling | ✓ | ||
| Queue position announcement | ✓ | ||
| Unlimited call capacity and queuing | ✓ | ||
| Independent outgoing call capacity | ✓ | ||
| SMS outgoing integration with Clinical Systems | ✓ | ||
| Call-back option | ✓ | ||
| SMS call-back | ✓ | ||
| Comprehensive call reports which meet national access reporting requirements | ✓ | ||
| Efficiency | |||
| Easily switch between handset, mobile and softphone | ✓ | ||
| Linking and logging incoming calls to the Clinical System patient records | ✓ | ||
| Support patient self-serve including appointment booking, repeat prescriptions | ✓ | ||
| Support practice QoF data capture | ✓ | ||
| Integration with NHS Mail, N365 and Microsoft Teams | ✓ | ||
| Business Continuity | |||
| Incoming call management and redirection within a practice and between multi-site practices | ✓ | ||
| Remote access to the system | ✓ | ||
| Fixed IP phone and softphone support | ✓ | ||
| Desktop App support | ✓ | ||
| Mobile App support | ✓ | ||
| Models of Primary Care | |||
| Multi-site full functionality, e.g. PCNs | ✓ | ||
| Telephony shared with other local organisations | ✓ | ||
| Integrate with other IP telephony systems | ✓ | ||
| Remote integration and logging of outgoing calls to patients with Clinical Systems | ✓ | ||
| Single click switch from phone to video consultation using handset or softphone | ✓ | ||
| Image request during patient call and attached to their record | ✓ | ||
| Infrastructure | Available | On Roadmap | Considering |
| Automatic fail over systems | ✓ | ||
| HSCN access approved with legacy N3 circuits not used | ✓ | ||
| Accessible via dedicated data network connection | ✓ | ||
| No impact on Clinical System performance | ✓ | ||
| Full remote working facility using HSCN or broadband via landline, mobile or softphone providing business continuity | ✓ | ||
| POE enabled fixed IP handsets | ✓ | ||
| Operate within a VDI environment | ✓ | ||
| Data Security | Available | On Roadmap | Considering |
| Secure integration with practice infrastructure | ✓ | ||
| Secure storage of patient identifiable data in a UK based data centre | ✓ | ||
| Recorded calls stored at legally compliant standard for a minimum of 3 years | ✓ | ||
| Meet GDPR, NHS Data and Security Protection Toolkit and GMS Contract security requirements | ✓ | ||
| Secure access to patient data for each practice within a multi-site practice, e.g. PCNs | ✓ | ||
| Legally compliant Clinical System integration | ✓ | ||
| ISO 27001 for Information Security Management compliant | ✓ | ||
| Efficient security issue processes and Business Continuity plan | ✓ | ||
| Cyber Essentials Plus accreditation | ✓ | ||
| Dedicated HSCN connection | ✓ | ||
| Charges | Applicable | ||
| Per extension licensing across multiple practices | ✓ | ||
| Connectivity costs included | ✓ | ||
| All component costs included | ✓ | ||
| Call cost savings | ✓ | ||
| Fair use policy | ✓ | ||
| Charge individual practices and organisations using the same system separately | ✓ | ||
| Free calls within practices and multi-site practices, e.g. PCNs | ✓ | ||
| System updates are free | ✓ |