Overview
Based in Farnborough, part of Frimley ICB, Alexander House Surgery wanted to explore how the voicemail transcription feature within Surgery Connect could help patients request appointments out of core hours without queuing, thus improving equitable access.
The challenge
The practice was not facing long waiting times or low staff satisfaction. Instead, the focus was on improving equitable access for all patients, regardless of their digital experience.
The solution
With only 10% of patients engaging with online tools, voicemail offered a way to support the remaining 90% without requiring them to use alternative digital platforms.
Early insights and implementation
“I want it for equitable access. I don’t want any of the methods of communication coming into the surgery to disadvantage any type of demographic or any type of digital usability.”
Patrick, Practice Manager and Digital Transformation Manager for Farnborough PCN
Through Surgery Connect’s X-flow, patients calling before opening hours could leave a message. Reception staff then triaged and responded during hours, avoiding hold times or call-backs. The setup was tweaked as demand changed.
Rolling out the feature independently, the Practice Manager highlighted the freedom within X-flow and therefore the versatility of using the feature for different purposes depending on what a practice needs.
Early results and impact
The patients are happy with it and their PPG has highlighted ease of use. Not brought in to combat high volumes or wait times, the voicemail option has instead added another access point for patients. The practice feels including the voicemail option has achieved just that, noting that if they were busier with longer waiting times, this feature would also reduce a significant amount of time.
Looking ahead
Alexander House Surgery plans to continue using voicemail transcription to support equitable care. Patrick recommends others explore the full potential of X-flow’s versatility before implementing changes.
Summary
This pilot shows how simple adjustments within Surgery Connect can improve access. At Alexander House Surgery, voicemail transcription is helping ensure care isn’t just efficient, but fair.