Cloud-based telephone service now available for GPs

A cloud-based telephone service has become available for thousands of GP surgeries across the UK to help them save time and money.

The Surgery Connect platform, developed by telephony company X-on, is available through the EMIS Health Clinical system and is used in 55% of the primary care market. The platform offers services such as telephone triage, appointment reminders and call recording, giving GPs a means to address areas identified in the GP Forward View in England.

The platform’s Triage Assist enables calls to be processed methodically, helping GPs deliver services quickly and with direct access to patient information. Recording Tracker gives access to full call recording logs, which are linked to individual patient records form within the EMIS system.

Telephone triage and consultations are believed to be able to help patients get through to their surgery more easily, an issue identified in the latest GP Patient Survey, with only 68% of people finding it easy to speak to their surgery in 2017.

The platform also provides an active signposting service for patients and can help reduce ‘do not attend’ (DNA) appointments, X-on claim. The NHS estimates that over 10 million appointments are lost each year because patients do not attend.

By using speech recognition patients can book, manage and cancel appointments over the phone.

GP surgery staff can use the confirm and remind service direct from the patient record, with appointments registered against the patient record and reminders sent out via SMS.

Paul Bensley, managing director of X-on, “GP surgeries now have, in one place, access to the latest in telephone technology that can help increase practice efficiency and deliver against the vision of the GP Forward View. We have developed this technology in close collaboration with practices across the country, and we know that integration with primary care clinical systems can make all the difference to a busy GP surgery.”

Reece Armstrong is a reporter for Digital Health Age. Coming from the North East of England, Reece has an MA in Media & Journalism and a BA in Popular & Contemporary Music from Newcastle University. Reach him on Twitter or email via:

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