Dyfi Valley Health ensures consistent communication through Surgery Connect

Overview
Sitting on the Powys Teaching Health Board, Dyfi Valley Health cares for around 7,000 patients. Led by three GP partners and supported by a team of 35 staff, the practice recently moved to a new site. This growth increased the need for consistent communication and clear visibility across locations through a single telephony system.

The challenge
Six years ago, and just before the COVID pandemic, the practice needed a Cloud-based phone system that integrated with EMIS and supported flexible working. As the practice moved to a larger site, reliable communication, simple system control, and business continuity became increasingly important.

The solution
Dyfi Valley Health chose Surgery Connect for its functionality and X-on Health’s reputation, training and support. The Cloud-based system integrates with EMIS and provides tools such as Patient Callback, X-flow and the Phonebar. Together, these features allow the practice to manage call demand, update messaging in real time, and maintain consistent service, including during power outages.

Early results and impact

Surgery Connect has been an integral part of our new IT focus for our practice. The new post covid Wales means we need a system that can support the changing demands of both patients and our stakeholders. The X-on Health team is always one step ahead of our needs and it’s great to have them on our side.”
Lucy, Practice Manager

Cloud access has enabled off-site working, ensuring continuity across locations. Patient Callback supports fairer queue management during busy periods, while X-flow allows the team to adjust routing and messaging quickly as demand changes. The Phonebar supports smoother, centralised call handling through EMIS integration and desktop control.

Looking ahead
The practice continues to use Surgery Connect to maintain communication consistency. The team plans to further refine call flows using X-flow to ensure patient communications remain clear and responsive to changing demand.

Summary
By using Surgery Connect, Dyfi Valley Health has maintained a flexible and resilient communication system. EMIS integration, remote working capability, and built-in continuity features have supported the practice’s growth while helping staff manage demand more effectively.