Overview
Hart Health Partnership operates across two sites with a team of over 90 staff. As a busy general practice, the team needed a flexible, easy-to-manage communication system that could better support patient demand across locations
The challenge
Before adopting Surgery Connect, the practice struggled with lengthy call queues and lacked clear insight into call volumes. This made it difficult to manage resources effectively and impacted the patient experience.
The solution
Hart Health Partnership chose Surgery Connect based on its robust features, competitive pricing and strong reputation in primary care. X-on Health’s expert support and guidance also played a key role in building confidence in the system.
With the practice’s openness to digital change, the rollout of Surgery Connect was collaborative and smooth. The team now uses key features like Patient Callback, Check and Cancel, Phonebar and X-flow to streamline access and communication.
Early results & impact
Surgery Connect has made a measurable difference.
“We now have a clear view of call volume, patients use the check and cancel function without having to speak to us and we can easily make changes to our configuration using X-flow”
Steve, Practice Business Manager
With more efficient appointment management in place, patients have a better experience and the practice reduces the number of inbound calls around consultation changes. Alongside this, the practice team can more easily adapt call flows to respond to changes in real time, equipping them to better manage patient demand while creating more time to care.
Looking ahead
With a scalable system in place, Hart Health Partnership continues to explore how Surgery Connect can support smarter, more efficient access across both sites. Ongoing support from X-on Health means the team can keep adapting as patient needs evolve.
Summary
Working together, X-on Health has helped Hart Health Partnership cut call queues, improve patient access and gain greater control over communication workflows. With Surgery Connect at the helm, the team can better manage demands of modern general practice.