A local GP surgery is not a “small business” in any sense of the word. It serves a specific local community and is a vital hub of care. But when it comes to communication, the needs are anything but small.
The truth is, a surgery’s phone system is the first point of contact for patients with urgent questions, appointment needs, and critical health concerns. It’s a reality that, according to the 2024 NHS Patient Survey, just over half of patients in the UK find it easy to get through to their GP practice by phone. This shows the high-pressure practices are under and the challenges patients face every single day.
A basic phone line is simply not enough. It would be a “small offering” that leads to big problems, such as frustrated patients, overworked staff, and missed calls that can’t be followed up. It might sound like something reserved for a massive corporation, but investing in modern, bespoke telecoms solution is an essential tool for a modern GP practice. A complete phone system offers a “big solution” that empowers the practice to better serve its community with features like:
1. Intelligent Call Routing
Intelligent call routing is a direct solution to the daily frustrations you and your staff face. It prevents busy signals and ensures every call reaches the right person on the first try. NHS England data shows that over 1,000 GP practices have upgraded their systems to end the engaged tone that has long frustrated patients. For example, a patient with a prescription question is automatically sent to a dedicated line, which keeps your main line free for urgent appointment bookings. Likewise, someone calling about test results can be sent to a specific team or a pre-recorded message, freeing up your front desk staff. It’s about making sure no time is wasted.
2. Secure and Integrated Systems
Speed and accuracy are key in patient care. When your phone system connects with your clinical software, it reduces manual lookups and human errors. As soon as a patient calls, their details appear on your receptionist’s screen. Your staff can then immediately confirm who they are, saving time and keeping the process secure. Your doctors can also call directly from a patient’s digital record with a simple click. The call is automatically recorded, which prevents wrong numbers. This connection allows your staff to quickly add notes to a patient’s record during a call, keeping medical records accurate.
3. Improved Patient Experience
A modern phone system is key to improving the patient experience from the moment a call connects. The goal is to make getting care less frustrating and more open for your patients. A key feature is custom messages they hear while on hold, which can share important updates like flu clinic dates or direct them to online services. A very helpful feature is the callback option. In one NHS trial, the number of missed calls dropped by over 90% after adding this option. It lets patients get on with their day instead of waiting on hold. The system can also automatically send text messages to confirm appointments or send a quick link for forms, making the whole process feel more modern and simple.
A small market can have the biggest, most impactful offerings of all. Your surgery’s communication system is a lifeline for your community, and it deserves expert attention.
Ready to find out how a bespoke communication solution can work for your GP practice? Call our specialists today for a no obligation chat and a free consultation.
