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Questions often asked by CCGS and GP Practices

Surgery Connect

Frequently Asked Questions

Wallace House Surgery

"Moving to X-on enables us to release more phone lines when required, providing our patients a more pleasant telephone experience…"

GP Care UK

"X-on was willing to work with us to design and build a telecoms system that fitted with our requirements… look at the bigger picture and work as partners…"

Urgent Care

"X-on has now given us the ability to record conversations, giving our clinicians an increased safety net should an issue arise between the patient and clinician…"

Vetfone

"X-on have proved that they can deliver both a financially acceptable solution and also the quality and availability of service to an emergency service…"

Welsh Ambulance

"On a daily basis the system worked flawlessly… wallboard displayed all our stats, the calls were recorded, the reports all ran…"

Extremely. X-on maintains accreditations with ISO 9001 (Quality Management of Systems requirements), ISO 27001 (information security standards), ICO (data protection act compliance), IGT (NHS digital services access requirements), are included in the NHS SBS Framework (Shared Business Services), are a Crown Commercial Service Supplier and are PCI-DSS (credit card security rules) Level 1 Providers.

We maintain dual site data locations in London Docklands and Suffolk ensuring our services run 24/7 and with a higher than average industry up-time.

X-on ensures customers utilise a required level of connectivity, providing sufficient bandwidth to handle large volumes of voice calls. When these criteria have been met, the call quality will exceed that of legacy systems.

All Surgery Connect installations are supplied with backup mobile handsets. In the event of a complete failure of the Internet, it is only necessary to turn on the mobiles and inbound and outbound calls will continue as normal.

Surgery Connect can act independently of the N3 network or be managed through the N3 network.

There is no limit to the system's capacity - the number of calls that can be answered is dependant on the number of staff available to take calls. Callers are held in a queue until a staff member becomes available. There is always capacity to make outbound calls regardless of how may other calls are in progress.

Calls are queued and intelligently distributed to relevant staff as their extension becomes available. The members of each distribution group can be dynamically assigned by an Administrator through the Configuration Console, via a button on the telephone itself, or through Surgery Connect Console.

Yes - surgery staff can manage the configuration of the phones, messages and timers through a password protected web console. If preferred, the Surgery Connect support desk will be on hand to help or manage configuration changes at no charge.

Timers can be set to switch Surgery Connect to a night time configuration, including an announcement, at designated times. Different settings are available for holidays or training periods.

Handsets supplied as part of the rental agreement remain the property of X-on. All equipment is pre-configured and installed by one of our technicians and are supported and maintained by our in-house UK support team.

Wallboards can be dedicated to any call distribution group. Key performance data can be configured on the wallboard.

All in and outbound calls can be recorded on specified extensions, and are retained for 3 years as standard. Longer periods are available.

Calls are routed through our own ICO registered X-on network, recorded and stored on our servers in a highly secure environment, encrypted at rest and accessible only to authenticated users via secure sessions. As such they are admissable in a court as lack of tampering can be demonstrated.

Yes, with EMIS Web integration, patients can use natural language speech recognition to book appointments or triage call backs from a GP without having to speak to the receptionist.

Surgery Connect is the only phone system that has this feature built in rather than using an expensive third party product.

Surgery Connect integrates with the EMIS clinical system, providing the option to call the patient from the relevant EMIS Web patient popup.

Menus greatly assist both the caller and the Surgery by routing the call appropriately, but are not compulsory.

Voicemail is completely configurable on a user and departmental basis.

Support is outlined in the SLA with differing modes of contact, and resolution times, dependant on seriousness of the issue. Critical issues are resolved within 1 hour.

Surgery Connect has been designed specifically to meet the needs of GP Surgeries. It is a complete, fully featured and managed phone system from X-on, a UK Network Operator with over 18 years experience and expertise in Healthcare Communications.

Features not available on legacy systems, and a roadmap which includes integrating AI into triaging, will ensure Surgery Connect remains the premier phone system for Healthcare.

X-on can often provide a local reference site in your area. Sometimes busy practices will prefer to give references on the phone. Practice Index and case studies provide a good source of references.

Around 100 surgeries have committed to Surgery Connect. Our forecast is that this will increase to approximately 400 surgeries as CCGs provide funding for standardisation of cloud telephony in larger territories.

Existing provider early contract termination fees are considered on an individual Surgery basis.

Early termination of a contract with Surgery Connect incurs a fee outlined in the agreement. But nobody ever wants to!