Surgery Connect communications technology enables the formation of GP Hubs at the local level or county wide

News: Feb 2018

Surgery Connect & Hub Working

Additional Online Reports

Two new reports will be available from the platform in early March.

Inbound Number Overview

Run over a specified time period of a single day upwards, view the call data broken down by each of your inbound numbers.

Group Overview

Run over a specified time period of a single day upwards, view the call data broken down by each of your distribution groups.

If you are having trouble viewing these reports please contact our Support team for assistance.

Surgery Connect & Hub Working

Sooner or later, it seems inevitable that geographically dispersed organisations must consolidate.

GP Surgeries are following railways and banks in seeking the economies of scale afforded by serving some or all of their functions from larger units.

Surgery Connect's flexibility and functionality allows this to be achieved.

The Benefits

Call Queue Time

Consolidation may be a handful of surgeries forming a local hub, sharing call handling and appointment booking services. At the ambitious level, new district or county wide numbers are used to promote primary care services, serviced by call centre staff with access to local resources and specialities that would be not be feasible on a small surgery scale.

Consolidation can make more efficient use of centralised pooled resources, such as dedicated call handlers, or pools of GPs offering immediate triage advice to patients.

Relief can be offered to surgeries struggling at peak times or where emergencies, sickness or training mean that it is not possible to deal with patient enquiries for a period. A consolidated hub can be better performance measured, with SLAs for call answering and to provide same day services to patients where that is the stated objective. It also allows extended hours to be serviced without unduly loading all the extra staffing costs.

The Challenges

A central Call Handler will need to know which surgery the patient is registered with. Consolidation of call handling does not imply that the Clinical Databases are merged.

Identifying patients and greeting them with their 'home' surgery must be a slick process. If an appointment is to be booked, real time access to the correct Clinical Administration System is needed. Where the plan is to distribute calls to a pool of GPs, a distributed group is required, with visibility of availability from the centre.

Below is just one potential example of a hub solution with Surgery Connect…

Distributed GP Hub

The Surgery Connect Solution

Traditional telephony systems tend not to be up to the job, but Surgery Connect can handle the phone requirements and extend into other forms of patient contact, such as video and text messaging. With integration with the clinical administration system, patients can be identified as they dial in. This means that the call handler is prepared with knowledge of the patient and their home surgery.

Data integration also allows the call handler to view slots in sessions at the surgeries where appointments are available for booking. Appointments can be booked and confirmed directly. Cancellations and alterations can also be managed.Managing triage operations is also essentially a call centre activity. GPs can make themselves available and either take inbound patient calls directly or be allocated callback slots.

Management Information

A real time view of call activity and the status of other users of the system is an essential management tool, as is a comprehensive set of performance reports. It enables managers to demonstrate that the consolidation is delivering the promised efficiency and, once running, maintain standards though SLA for call handling performance. The option to record all calls and associate the recordings with patient records mean that there is a secure audit path for activities.