Overview
Based in Leeds, Bramley Health is a three-site practice supporting 17,000 patients with a dedicated team of 50 staff members. Operating across multiple locations, the team needed a reliable phone system to better manage patient demand and streamline internal communications.
The challenge
Before partnering with X-on Health, Bramley Health lacked visibility over call data and couldn’t transfer calls or staff between sites. This limited flexibility made it harder to manage patient access efficiently.
The solution
After evaluating several options, Bramley Health chose Surgery Connect for its smart features, proven reputation, competitive pricing and strong support offer. The transition was supported closely by X-on Health, with a focus on enabling the team to get the most from the system.
Early results & impact
“My experiences with X-on Health across multiple sites has always been second to none. The setup and continued responsiveness of the team has been fantastic, with user friendly technology and transparency on how best to use the system in tandem with our clinical system”
Adam, Practice Manager
Since switching, patient waiting times have dropped, with calls now averaging between 3 to 7 minutes. The Callback feature that offers patients a virtual queue to retain their place in the queue so they don’t have to stay on hold has been particularly valuable in reducing patient frustration and minimising additional costs. Internally, the team uses the monthly reporting capabilities to review performance and share key metrics at board level, helping to maintain visibility and drive ongoing practice improvements.
Looking ahead
The team continues to explore Surgery Connect’s capabilities to improve access and collaboration across sites. With greater visibility and the right tools in place, Bramley Health is now better equipped to adapt to changing patient needs.
Summary
With Surgery Connect, Bramley Health benefits from reduced waiting times, improved flexibility across sites and better reporting. The collaborative process and expert support have helped the practice realise real operational value from the technology and make data-driven improvements.