Surgery Connect integrated telephony and video solution provides the communication platform PCNs need

Primary Care NetworksPCNs

Scalable Phone & Video Communication

Our flexible and integrated telephony and video solution provides the cloud-based collaborative communication platform
to meet growing PCN needs.

Through cloud-based technology, Surgery Connect offers substantial benefits to support patient-practice communication across the Primary Care Networks that have been established in England. This is in line with the overall drive centrally for development of 'digital first' primary care.

The technology enables development of regional patient-practice communications networks, centralisation and standardisation of functions, greater patient control of delivery of care, and continuous review. This supports an innovative approach to primary care in which, through integrated digital technology, patients can easily reach the attention and treatment they need and GPs and colleagues can provide quick and effective care.

Some Key Benefits of Surgery Connect

Network development and collaboration

  • Flexibility for collaborative general practice, and ability through virtual telephone lines to link up different practices in a network
  • Centralisation and standardisation of administration of call handling configuration to avoid duplication of functions

Call flow management

  • Ability to signpost and redirect patients, including at-risk cohorts, to specialised clinical groups, either through automatic self-serve routing (menus) or receptionists; automatic identification and routing of patients
  • Patient self-serve, such as appointment management via the phone, that cannot easily be configured or managed on a smaller scale; automated patient callback
  • Visibility of availability of specialists across the PCN and access to shared resources in the wide healthcare setting
  • Resource sharing for handling patient call load across the PCN, automatic according to demand or supervised

Features supporting consultation process

  • Easier standardised voice messaging for patients, supporting effective triaging; integrated video, SMS and photo exchange

Benefits to practice management

  • Integration of softphone technology supports clinicians and practice staff remote and cross-site working
  • Availability of data can help inform planning effective work rotas, make-up of team resources and skills and access of dedicated lines such as for prescribing
  • Call recording helps drive quality of patient experience and can help resolve patient complaints

Population health management

  • Potential for collation and consolidation of data across PCNs using artificial intelligence to optimise patient experience and outcomes
  • Integration with online analytics partners to drive innovation


  • Availability of discounts through contracting on a group basis
As a Federation I have always promoted the kind of service which will make savings and make life easier in our business. We would like X-on to promote themselves within our PCNs.
Rajashree Mistry, Practice Manager, Sayeed Medical Centre

PCN Setup

How cloud telephony assists PCNs

See also how Surgery Connect can help CSUs, CCGs, GP Hubs and Federations and GP Surgeries with the future-proof communications platform for primary care.

Contact us to find out how we can help support your PCN development.