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