The 2024 GP Patient Survey found that 68% of patients “last tried to contact their GP practice on the phone” (Ipsos, 2024). Despite the NHS’ digital transformation with online booking, AI-driven triage and virtual consultations, the phone remains a priority as the first and most trusted point of contact for many patients.
At X-on Health, we know that telephony must evolve alongside digital innovation to deliver truly equitable access, supporting a national priority for 2025/26 to “improve patients’ access to general practice” (NHS, 2025). But, a modern system isn’t just about handling calls more efficiently; it’s about ensuring every patient can reach their GP when they need to. Let’s explore the evolving role of Cloud telephony and how it can join up with other digital tools for a truly connected digital front door.
Why telephony remains essential in a digital-first NHS
Despite the expansion of digital channels, telephony remains a key pillar of patient access with nearly a quarter (23.8%) of GP appointments conducted by phone each month (HTN, 2023). For many patients, whether due to accessibility needs, digital exclusion or preference, calling the practice is still the most immediate and effective way to seek help.
Following the NHS’s funding for Cloud-based telephony systems, this infrastructure is now in place. Practices now have an opportunity to maximise the benefits of Cloud-based telephony and bridge the equity gap to create a fully connected digital front door to care.
Cloud-based telephony lays the foundation for a digital front door
A modern telephony system is far more than a switchboard. When integrated with digital tools, it becomes the backbone of efficient patient access and practice operations.
Advanced Cloud-based telephony solutions like Surgery Connect allow practices to handle high call volumes without overwhelming staff. Features include automated call routing that directs patients to the right community service, whether that’s a GP appointment, self-care advice or an external provider like a pharmacy. You can enhance patient experience with patient callback that uses a virtual queue to retain their place, while telephony data provides insight into peak demand times for practice managers, helping them optimise resources. The system’s ability to scale during busy periods, such as Monday mornings or post-bank holiday surges, ensures that patients can access care when they need to.
But, for a truly digital front door, telephony must work in harmony with online services. When integrated with appointment booking and digital triage tools, patients can be directed to the most appropriate care pathway without needing to repeat information, reducing administrative burden on staff and improving the patient experience.
NHS funding for Cloud-based telephony adoption has already helped thousands of practices modernise their systems. Now, as the NHS pushes towards a fully digital front door, practices must ensure telephony continues to evolve and integrate with other digital services.
Supporting continuity of care through EPR integration
Without an integrated system, reception teams and clinicians waste valuable minutes switching between platforms and re-entering patient details. This duplication not only slows down access to care but also adds to staff workload.
A Cloud-based telephony system that connects directly with a practice’s electronic patient records (EPR) changes this. Call handlers can instantly see relevant patient information, such as recent appointments, medical history and existing conditions, allowing them to provide a more personalised and efficient service. This means patients are not required to repeatedly explain their situation, thereby reducing frustration and enhancing the quality of interactions.
For clinicians, integration means greater continuity of care. When a patient’s previous interactions—whether by phone, online or in person—are all visible in one place, decision-making is faster and more informed. If a GP can see that a patient has already contacted the practice twice in the past week, they can prioritise follow-up care accordingly. In a system where every second counts, this level of efficiency is a game-changer.
Imagine a truly connected digital front door
Now, imagine all of this working together.
Mrs Evans, 82, lives alone with mild frailty. One morning, she feels unwell.
She calls her GP surgery. In the past, calling her GP surgery might have meant navigating automated menus, waiting on hold and potentially speaking to someone unfamiliar with her specific needs. But today, things were different.
The moment the call connected, the underlying AI didn’t just see a number; it recognised Mrs. Evans. Linked to the practice’s records, the system instantly identified her as a patient registered with factors indicating potential vulnerability.
The system intelligently routed her call directly to the dedicated team responsible for her care – the clinicians who know her history and context. When the care coordinator answered, they weren’t starting from scratch. Integrated with the Shared Care Record system, their dashboard immediately displayed Mrs. Evans’ relevant medical history, recent interactions and even key information from her social care plan. They could see the bigger picture instantly.
Based on Mrs. Evans’ symptoms and her known history, the coordinator suspected an early-stage infection. Using the same communication platform, they initiated an immediate virtual huddle with the Neighbourhood Multi-Disciplinary Team (MDT), including a GP and a community nurse lead. Reviewing the shared information, the team agreed on the risk and the need for prompt assessment.
Instead of advising A&E or a routine appointment days later, the MDT dispatched a community nurse. Leveraging the system’s location and scheduling awareness, a nurse was assessing Mrs. Evans in her own living room less than two hours after her initial call.
The nurse confirmed a Urinary Tract Infection (UTI), a common but potentially serious issue in older adults if left untreated. Antibiotics were prescribed and administered at home. A plan for remote monitoring (checking in via secure calls and potentially linked vital sign monitors) was established for the following week.
The benefits are clear:
- For Mrs Evans: Fast, personal care in the comfort of her own home – no lengthy or distressing trip to A&E. She feels heard, cared for and remains independent
- For the care team: They had instant access to the necessary information, collaborated seamlessly and deployed resources where needed, freeing up appointments and clinician time for others
- For the NHS: A costly hospital admission was averted and proactive care was delivered efficiently in the community, resulting in better resource allocation and a better outcome for the patient.
Mrs. Evans’ story isn’t science fiction; it’s the tangible result of leveraging advanced Cloud-based telephony integrated deeply into healthcare workflows. It transforms the simple phone call into the first step of a coordinated, data-driven and patient-centred response.
Bringing the digital front door to life with telephony
With tools like Surgery Connect at the centre of that infrastructure, patients are offered callback options or routed straight to the right person or service. Minor issues can be handled through a self-service route, while those who need a clinician are connected directly or guided to submit key details first through a structured form, reducing admin for staff.
With emerging features like voicemail transcription and summaries, patients can explain their needs in their own words, even before the practice opens. Meanwhile, receptionists start their day with clear, summarised messages, meaning quicker resolutions and less phone traffic when lines go live. Early pilots are already showing a noticeable drop in pressure throughout the day.
Working alongside this, AI-powered patient navigation tools like Surgery Assist guide patients who don’t need GP input to the most appropriate local or national services, delivering the vision of a neighbourhood NHS and freeing up GP time for those who need it most.
Every interaction, whether digital or voice-based, feeds into the patient record. Teams can see everything in one place—no duplication, no repeat explanations. This makes care more personal, efficient and sustainable.
At X-on Health, we believe this is what a digital front door should look like: joined-up, easy to navigate and built around the patient, with Cloud telephony and digital tools working side by side.