Overview
Part of North East London ICB, Stamford Hill Group Practice is a large GP practice serving over 18,000 patients, with one of the youngest populations in England. High birth rates and large numbers of young families create significant demand across the practice. Many patients have limited access to online services, so the team relies on a combination of telephone, face-to-face and accessible communication methods to support equitable patient access.
The challenge
Before introducing Omni Consultations in Surgery Connect, the practice experienced high call volumes, long wait times and increasing pressure on reception teams, particularly during peak times. With over 90% of demand coming through the phone, the practice needed a way to improve patient access while ensuring those without digital access could still receive timely support.
The solution
Having used X-on Health’s Cloud telephony system, Surgery Connect, since May 2024, Stamford Hill Group Practice introduced Omni Consultations in January 2026 to help manage demand more effectively. This is the first omni-channel consultation solution natively embedded into the Surgery Connect X-flow configuration. Patients can submit requests into the surgery via text, an automated Voice Agent or with the support of practice staff, and those structured requests all land in one unified inbox. This helps reduce pressure on reception teams, improve triage efficiency and maintain accessible telephone support for patients unable to use online services.
Early results and impact
“X-on Health’s Voice Agent has helped us overcome the challenges around high call demand and equitable access. We’ve seen reduced wait times, fewer missed calls and a less stressed reception team.”
Maxine, Joint Practice Manager
Within the first full month of going live, the practice reduced missed calls by 54%, equivalent to 3,714 fewer missed calls when compared with December 2025. February also saw a 40% reduction in average call wait times.
The improvements continued beyond the initial rollout. Including March, the practice recorded its lowest number of missed calls since becoming a Surgery Connect customer. In March alone, 17% of all inbound calls were automated through the Voice Agent.
Between January and April 2026, Omni Consultations delivered an estimated 379 hours of time savings, alongside an 85% Voice Agent success rate. The reduced pressure on phone lines and reception teams has helped improve patient satisfaction while supporting a more manageable working environment for staff.
Looking ahead
Stamford Hill Group Practice continues to embed Omni Consultations within daily workflows and explore further opportunities to improve patient access. The practice is also looking at additional X-on Health Voice Agents to support areas such as appointment reminders, test results and administrative requests.
Summary
By implementing the Omni Consultations Voice Agent within Surgery Connect, Stamford Hill Group Practice has reduced missed calls and wait times, improved patient satisfaction and eased pressure on reception teams while supporting more equitable access to care.