Overview
Sitting on the Lothian Health Board and with a dedicated clinical and administrative team, Meadows Medical Practice serves approximately 7,000 patients from a single site. Following ongoing issues with their previous telephony provider, the practice needed a dependable solution that would deliver stability, flexibility and responsive support.
The challenge
The practice’s previous provider failed to deliver on service expectations. Repeated technical issues, including system outages, were met with slow and inadequate responses. Without proactive support or the ability to tailor the system to their needs, the practice was left feeling unsupported and exposed.
The solution
Meadows Medical Practice chose Surgery Connect based on its robust technology, tailored features alongside X-on Health’s trusted reputation. A key deciding factor was X-on Health’s clear commitment to ongoing training and support, an area where the previous provider had fallen short.
Within Surgery Connect, the practice deployed Patient Callback to manage demand during busy periods, Phonebar for efficient desktop call handling, and X-flow and Personalised Call Routing to align call flows with internal workflows.
Early results & impact
“Our experience with X-on Health has been nothing short of first-class. From sales to support, the process was seamless and stress-free. We’d thoroughly recommend Surgery Connect to any practice looking to improve their services and the patient experience.”
Andrew, Business Manager/Associate Partner at Meadows Medical Practice
Although still in the early stages of implementation, the team has already seen a marked difference, not just in the system itself, but in the quality of the partnership with X-on Health. Prompt technical support and proactive customer service have reassured the team and restored confidence in their communications setup.
Looking ahead
The practice is continuing to explore the full potential of Surgery Connect features as part of a longer-term plan to improve patient access and operational efficiency. With a responsive support team and reliable platform in place, Meadows Medical Practice is better equipped to meet the evolving needs of its patients and staff.
Summary
By switching to Surgery Connect, Meadows Medical Practice replaced an unreliable system with a trusted, flexible solution backed by outstanding customer support. The practice now has a stable foundation for communications and a technology partner that actively supports their goals.