Overview
Situated in Edinburgh and led by a team of dedicated GP Partners, Gracemount Medical Practice cares for 9,676 patients. The practice serves a community with high deprivation and needed a more reliable way to manage daily demand and support patients struggling to get through by phone.
The challenge
Before switching to X-on Health, the team found it difficult to make simple system changes and had no callback function, leading to patient frustration and long waits. Staff workflows were limited by a handset-only setup, and managing daily capacity such as displaying when no appointments were left was slow and manual.
The solution
Gracemount Medical Practice chose X-on Health for its strong reputation, responsive training and support, and the features that directly addressed their challenges. The team now uses Patient Callback to improve patient access and X-flow to customise call routing for local demand. This is supported by the Phonebar, centralising all communication which makes logging in, changing status and managing call flow easier from the desktop.
Early results and impact
Feedback from patients and staff has been consistently positive.
“Installation was smooth and the engineer was very informative, helpful and professional. In terms of the system, patients seem to like it – they’re getting through better and really value the callback system. Staff have found it straightforward to use, and moving tasks onto the screen has made day-to-day work much easier.”
Carol, Practice Manager
The callback system has made a noticeable difference, especially in a high-deprivation area where waiting on the phone can be difficult for many patients. Patients are getting through more easily, and several have already told their GP that the new system is better.
Staff have also adapted quickly. Tasks that were once handled through handset menus, such as switching the system to “no appointments left”, can now be done directly on screen, speeding up daily processes.
Looking ahead
With Surgery Connect now bedded in, the practice plans to continue refining call flows and exploring additional features that could support demand management. The team is especially interested in developing their use of the Phonebar and future integration opportunities that strengthen clinical and administrative workflows.
Summary
By adopting Surgery Connect, Gracemount Medical Practice has made rapid improvements to equitable access and daily operational control. Patients appreciate the callback system, staff benefit from streamlined digital workflows, and the transition was strengthened by a collaborative and supportive rollout. The practice entered the change with an open mindset and is already seeing the value of a more flexible system.