Overview
Hedena Health is a large, two-site practice in Oxford serving over 26,000 patients with a team of 70 staff. To keep pace with growing demand and ensure a consistent patient experience across both locations, the team needed a modern telephony system that could offer real-time visibility, faster workflows and seamless integration with their clinical system.
The challenge
Before partnering with X-on Health, Hedena Health had limited visibility into its call data. The team couldn’t accurately track missed or abandoned calls, or assess overall call volumes, making it difficult to identify gaps in access and service delivery.
The solution
After reviewing their options, Hedena Health selected Surgery Connect, impressed by the platform’s features, proven technology and strong reputation in healthcare. The decision was reinforced by responsive training and support.
Key features deployed included:
- Patient Callback to manage peak demand
- Phonebar to simplify communication at the desktop
- X-flow for custom call routing based on practice needs
Early results & impact
“We didn’t have any real reporting of missed or abandoned calls before so this system has provided a good knowledge base. With EMIS integration, we have a better understanding of who is calling, and it’s quicker to access the patient’s background.”
Facilities and Compliance Manager, Hedena Health Ltd
Surgery Connect has transformed how the team manages both internal and external communication. EMIS integration now allows staff to immediately recognise who is calling and access relevant patient information, streamlining care delivery. Internal navigation is also faster, with quick-dial making it easy to connect with colleagues across both sites.
Looking ahead
With Surgery Connect in place, Hedena Health Ltd is now equipped to make data-led decisions around staffing and demand management. The team is continuing to explore how best to optimise their operations and ensure patients are directed to the right place, first time.
Summary
By partnering with X-on Health, Hedena Health Ltd gained a clear view of their communication data and streamlined access to patient records, reducing administrative burden and improving the experience for both patients and staff. Surgery Connect is now a key part of the practice’s digital infrastructure, supporting fast, effective and informed care delivery.