Overview
Sitting on the Greater Glasgow and Clyde board and serving over 6,400 patients with a mixed demographic, Crescent Medical Practice is a long-established GP surgery in the Southside of Glasgow. With eight GPs, a practice nurse and a clinical pharmacist, the multi-disciplinary team operates across two sites in Cessnock and Cardonald to support communities with high levels of need.
The challenge
Their previous telephony system worked in basic terms, but lacked call visibility and data. Decisions relied on “how it felt” rather than proven evidence. This made it hard to understand patient demand across the day, plan staffing around it or cut down the unnecessary admin reaching GPs.
The solution
After seeing the capabilities of Surgery Connect and the commitment from the X-on Health team to continuous product improvement, Crescent Medical Practice made the switch. The go-live was supported closely, with both sites adopting the system at the same time.
Early results & impact
“The Phonebar has been so easy to use. I won’t use the desk phone again. It tells us who the patient last spoke to, which saves time, and it’s now really easy to contact any of the team. Having all the call data at my fingertips means we can manage the system to our needs each day without having to ask the provider.”
Lisa, Practice Manager
The team quickly embraced features that made daily work simpler. Front-of-house staff now use the wallboard to see live call data and check their own calls when needed, and they also value seeing who the patient last spoke to, which speeds up each interaction.
A care audit showed that GPs were receiving admin reception could handle, mostly around prescriptions. After introducing prescription-specific messaging, a before-and-after audit showed a 48% reduction in enquiries. With fewer tasks reaching GPs and fewer avoidable calls, the team now works with clearer data and less pressure.
The shift from guesswork to data has changed how the practice works. Monthly reports arrive automatically, and the team can check answer times, call volumes and demand in real time, giving clear evidence of performance and pressure points.
Looking ahead
The practice plans to continue refining how they use data to shape daily operations and support the wider team. With full visibility over demand and more streamlined internal communication, Crescent Medical Practice is better equipped to meet patient needs and reduce unnecessary pressure on clinicians.
Summary
Surgery Connect has given Crescent Medical Practice clearer visibility of demand, reduced prescription-related workload and made everyday communication easier for staff and patients. The collaborative rollout with X-on Health and the team’s willingness to embrace new digital tools have delivered meaningful improvements in efficiency and patient experience.