Overview
Sitting on the Lanarkshire Health Board, Newarthill Medical Practice is one of the last remaining single-handed GP practices in the area. The practice cares for 3,100 patients across Newarthill, Carfin and New Stevenston, many of whom have been registered here for most of their lives. With an older, close-knit community depending on the service, the practice needed a more reliable and patient-centred way to manage phone demand.
The challenge
The previous phone system was outdated and not designed for healthcare. Patients often could not get through, sometimes redialling for up to an hour before giving up. With no callback function, the process was particularly stressful for older patients who needed reassurance that they would be contacted. The practice needed a more dependable way to manage demand.
The solution
Newarthill Medical Practice partnered with X-on Health for its expertise in primary care and the encouragement of working with a supplier that is keen to support the patient journey. Surgery Connect offered clear value through patient-focused features, supported by helpful training and guidance.
The team now uses Patient Callback so patients no longer need to repeatedly redial, X-flow to tailor call routing to daily demand, and Phonebar to manage calls directly from the desktop.
Early results and impact
Patients used to redial for up to an hour and many just gave up. The callback feature has really helped, especially for our older population who now know they will be spoken to when it’s their turn. The whole install was smooth and comforting. It’s so refreshing to work with a company who wants to get involved with the patient journey.
Donna-Marie, Practice Manager
The rollout was smooth, with the team feeling supported throughout. Porting and installation caused no disruption, and the X-on Health engineer worked flexibly around the practice to keep everything running.
From day one, patient feedback has been positive. Patients appreciate the ease of the new system and the reassurance of the callback feature, particularly among the older population. For the Practice Manager, real-time statistics now give full visibility of morning queues, helping her assign staff where needed to reduce wait times.
Looking ahead
As it prepares for the Lanarkshire digital front door pilot, the practice is confident it can easily update call messages and adapt their X-flow to support new signposting initiatives. The team values knowing X-on Health will guide them through any changes, keeping patient satisfaction at the centre of future developments.
Summary
By adopting Surgery Connect, Newarthill Medical Practice has transformed patient access, reduced daily pressure on patients and staff, and introduced a more reliable way to manage demand. The system’s flexibility, combined with a supportive rollout, has already delivered meaningful improvements for a practice rooted deeply in its community.