Overview
Based in Lincolnshire ICB, Caythorpe and Ancaster Medical Practice wanted to explore how voicemail transcription within Surgery Connect could improve the prescription request process via telephone, streamlining workflows for dispensary staff handling high volumes of daily requests.
The challenge
The practice was already using a voicemail inbox for managing prescription requests. However, dispensary staff had to listen to every message in full to ensure accuracy, which was time-consuming and inefficient, particularly with around 500 items phoned in daily.
The solution
By introducing transcription, the practice aimed to improve efficiency and accuracy by enabling staff to view voicemail transcriptions directly in the Phonebar within Surgery Connect. Key goals included quicker identification of patients, faster processing of requests and reducing time spent navigating voicemail messages.
Early insights and implementation
“The integration was really slick and easy. To get people to use it, it was a case of ‘this is the button you need to press’, and that was absolutely fine.”
Adrian, Managing Partner at Caythorpe & Ancaster Medical Practice
The practice was already using the Phonebar, so integrating voicemail transcription was seamless. Once X-on activated the feature for the relevant users, staff immediately began seeing transcribed messages alongside audio in the communication window. Initial feedback highlighted some issues with transcribing complex medication names, particularly in a pharmaceutical context. To ensure accuracy, staff continued to listen to the voicemails while using the transcription to extract key details more efficiently.
Early results and impact
Despite still reviewing the audio, staff were able to process requests more quickly by using the transcription to immediately capture names and contact information. This allowed them to begin handling the request while listening to the rest of the message, saving a few seconds per request. With approximately 2,500 phone-based prescription requests weekly, even a three-second saving per item equates to over two hours saved every week. The ability to view key patient information upfront also reduced the need to rewind messages, further streamlining the process.
Looking ahead
The practice plans to continue using voicemail transcription as it currently stands. They recommend that others clearly instruct patients on what to include in voicemail requests, such as full names, dates of birth and precise medication details, in order to maximise the accuracy and usefulness of transcriptions.
Summary
This pilot demonstrates how a minor enhancement in Surgery Connect, when combined with collaborative implementation, can yield measurable time savings and enhance workflow for high-volume tasks.