X-on Cloud Communications Case Studies

Case Studies

Cloud Communications in Practice









Healthcare Phone System for GP Care

GP Care

GP Care is a provider of high quality healthcare services to NHS patients and a small number of Private Patients.

Smart telecoms systems use of ‘hunt group' telephone technology has eased contact between GPs and Hospital Consultants.

Vetfone 24 Hour National Pet Helpline


Vetfone™ are providers of veterinary advice and welfare services on behalf of some of the biggest names in UK pet welfare.

X-on supply the contact centre at the heart of the Vetfone service.

Croydon Health Services
NHS Trust

Croydon Health Services

Croydon Health Services provide acute and community healthcare services across Croydon.

X-on integrated mobile and fixed line call recording into the existing Croydon Health Services phone system.

The Newcastle Hospitals
NHS Foundation Trust

Freeman Hospital

Freeman Hospital offers general surgery through to the latest developments in hearing restoration.

X-on supply Two-way SMS communication between consultants, nurses, patients and their carers.

The Newcastle Hospitals
NHS Foundation Trust

NHS Newcastle

The Newcastle upon Tyne Hospitals NHS Foundation Trust provide healthcare to the North East of England.

Our SMS Reminder Service informs patients and parents when blood tests are due for monitoring.

North Manchester
Clinical Commissioning Group

NHS Manchester

Victoria Mill Medical Practice is part of NHS Manchester and runs many clinics for the management of chronic diseases.

X-on supply NHS Manchester with a phone line noticeboard messaging service that allows District Nurses to pick up messages from patients.

Welsh Ambulance Call Centre

Welsh Ambulance

Welsh Ambulance provides high quality pre-hospital emergency care and treatment throughout Wales.

X-on setup a Contact Centre providing real-time wallboard stats, call recording, and downloadable reports.

••  Surgery Connect  ••

NHS Confederation - Dr Farzana Hussain Discusses the Benefits of Surgery Connect

Dr Farzana Hussain

Clinical director for a Newham PCN and co-chair of the NHS Confederation's National PCN Network.

Dr Farzana discusses the benefits of Surgery Connect across the Newham PCN including call recording and call waiting time data.

SW Healthcare Responding to COVID-19

SW Healthcare

SW Healthcare is a Federation of all 32 GP Surgeries, serving over 303,000 patients, in South Worcestershire.

SW Healthcare implemented Surgery Connect as it allowed staff and clinicians to work remotely, be managed by the SW team and set up quickly.

Clinical Commissioning Groups

Worcestershire CCGs

Worcestershire CCGs incorporate the South Worcestershire, Redditch and Bromsgrove, and Wyre Forest CCGs.

Surgery Connect replaced outdated phone systems improving patient access and allowing them to manage their appointments.

Clinical Commissioning Group

Sunderland CCG

Sunderland CCG comprises 40 GP practices, operating with a vision to improve the health of the residents of Sunderland.

Surgery Connect integrates with CCG practices' EMIS Web, and gives patients access to book/cancel an appointment using their phone.

EMIS Health - Implementing Surgery Connect at Mid Downs Medical Practice

EMIS Health

EMIS Health partnership case study discussing the implementation of Surgery Connect at Mid Downs Medical Practice in East Sussex.

Handle call volumes from anywhere with ease, with Surgery Connect from X-on.

DMC Healthcare Surgery Connect Contact Centre

DMC Healthcare

Leading provider of consultant-led Primary Care with a growing number of GP surgeries, walk-in centres and a mobile unit across London and Kent.

DMC Healthcare utilised the Surgery Connect Contact Centre solution to quickly restore phone contact during the Coronavirus pandemic.

Ilkley & Wharfdale Medical Practice Smooth Transition to Surgery Connect

Ilkley & Wharfdale Medical Practice

Providing essential, additional and enhanced NHS services to 61,000 patients, alongside a wide range of non NHS services.

Ilkley & Wharfdale Medical Practice were pleased with the smooth transition from their legacy telephony to Surgery Connect.

Tower Family Healthcare Unifying Multi-Practice Communications

Tower Family Healthcare

4 GP practices, serving over 50,000 patients in the Bury area, that merged to create one of the largest GP surgeries in the UK.

Surgery Connect has provided the unified communications Tower Family Healthcare needed to fully benefit from the practice merger.

Willows Health Building a Business

Willows Health

Willows Health is the largest primary care organisation in Leicestershire, serving over 46,000 patients across 10 sites.

Surgery Connect has allowed Willows Health to properly merge their 10 GP Practices into a single cohesive unit.

Haxby Group - Scarborough - Central Healthcare - Raising the CQC rating

Central Healthcare

Central Healthcare has partnered with the Haxby Group to provide GP services to patients registered in Scarborough

Surgery Connect resolved communications issues at Central Healthcare highlighted by the Care Quality Commission.

York Medical Group Business Transformation

York Medical Group

York Medical Group provides enhanced medical services across 8 practices, to over 44,000 patients.

York Medical Group integrated Surgery Connect into a business transformation plan influenced by national NHS priorities.

James Wigg and Queens Crescent Practices NHS GP Forward View

James Wigg and Queens Crescent

James Wigg and Queens Crescent Practices, based in Camden Town, service around 26,000 patients.

Surgery Connect replaced their old ISDN30 system helping the practices meet the high impact actions outlined in the NHS GP Forward View.

Langworthy Medical Practice Call Recording Helps with Difficult Patients

Langworthy Medical Practice

Providing services to nearly 20,000 patients in the Salford region, using technological advances in healthcare systems for their patient's benefit.

Surgery Connect call recording assists Langworthy Medical Practice deal with difficult patients and with training staff.

Streatham Hill Group Practice Telephony for PCN Collaboration

Streatham Hill Group Practice

One of seven practices in the Streatham Primary Care Network, providing healthcare services to approximately 10,000 patients in South West London.

Surgery Connect allowed Streatham Hill Group Practice to improve patient contact before integrating into the Streatham PCN.

Westcourt Medical Centre Telephony First

Westcourt Medical Centre

Servicing over 13,000 patients in the Rustington area while training student nurses and trainee paramedics.

Westcourt Medical Centre remind that telephony remains the choice during the pandemic with call handling vastly improved by Surgery Connect.

The Grove Medical Group

The Grove Medical Group

The Grove Medical Group provides 12,500 patients clinical and non-clinical services in Gosforth, Newcastle Upon Tyne.

Surgery Connect provided the desired new technology with unlimited lines and a better way of monitoring/recording phone calls.

Willow Green Surgery SystmOne Clinical System Integration

Willow Green Surgery

Willow Green Surgery provide primary care to over 10,000 patients in East Preston, managing patient health for their older demographic.

Surgery Connect's SystmOne integration improves the productivity of receptionists as they spend less time looking up patients.

Alexander House Surgery

Alexander House Surgery

Alexander House Surgery is a Farnborough based practice servicing nearly 10,000 patients.

Surgery Connect has given Alexander House Surgery the reliability and features not available with their previous provider.

Wells Park Practice

Wells Park Practice

Wells Park Practice is a busy Sydenham, inner London, practice serving over 12,500 patients who maintain a Patient Participation Group.

Surgery Connect provides real-time call activity monitoring allowing the correct allocation of resources to improve patient communication.

gtd healthcare - Simpson Medical Practice Call Queueing

Simpson Medical Practice

Simpson Medical is part of gtd healthcare, a not for profit provider of primary care, urgent care and out-of-hours dental services across NW England.

Surgery Connect provides wait time, in-queue announcements, message leaving and call back options, improving the patient call experience.

Rother House Medical Centre Remote Working

Rother House Medical Centre

Rother House Medical Centre provide a variety of clinics to 16,000 patients in Stratford Upon Avon.

Rother House Medical Centre implemented Surgery Connect in time to effectively manage the challenges created by the COVID-19 crisis.

Hillview Surgery Remote Working

Hillview Surgery

Hillview Surgery is a large NHS training practice in Perivale, North West London, with a practice population of approx. 11,000.

Surgery Connect replaced the phone system at Hillview Surgery to meet increased capacity demands and to allow staff to work remotely during COVID.

Peel Hall Medical Practice Replacing an End-of-life Telephone System

Peel Hall Medical Practice

Peel Hall Medical Practice is a member of a Primary Care Network consisting of 7 surgeries within the M22 and M23 areas.

"All I can say is that it was like working in the dark and then someone switched on the lights."

Health and Beyond Practices Merger

Health and Beyond

Health and Beyond Practices Merger serves 14,000 patients across 4 sites in the Wolverhampton area.

Surgery Connect enabled the setup of a communication system servicing patients across the federation during the merger of their sites.

The Island Surgery

The Island Surgery

The Island Surgery is one of 6 Essex GP practices comprising the Canvey Primary Care Network.

Surgery Connect replaced the very limited phone system in use at The Island Surgery, greatly improving the patient and staff call experience.

easipetcare Statistical Call Handling Insight


Veterinary group comprising 8 practices located at various locations in the UK.

Surgery Connect provides a clear picture of call volumes and call handling capabilities not available with the traditional phone system.

The Hicks Group Solving Patient Call Complaints

The Hicks Group

Hicks Group work across 2 surgery sites in Cambridgeshire, with plans for another 2 sites.

Surgery Connect solved the many patient complaints due to difficulties getting through via the old phone system.

Crown Street Surgery NHS Training Practice Continuity

Crown Street Surgery

NHS medical student training practice servicing over 9,000 patients in Acton, London.

Surgery Connect functions remotely as it does within the practice allowing Crown Street to continue as a Training Practice during COVID.

Townhill Surgery From Whiteboard to Call Flow

Townhill Surgery

Southampton practice providing GP services, including specialist clinics, to over 6,300 patients

Surgery Connect X-flow has allowed Townhill Surgery to easily design and implement the most efficient practice call flow.

East Shore Partnership Linked Surgeries

East Shore Partnership

East Shore Partnership is a newly merged two site healthcare practice.

They utilise an X-on cloud-based solution which avoids duplicating their back-office functions across the two surgeries.

Saffron Health Partnership Linked Surgeries

Saffron Health Partnership

Saffron Health Partnership is a newly merged 2 site NHS healthcare practice based in the Midlands.

X-on implemented call recording with a back-end solution allowing practical use of real-time call statistics.

Harvey Group Practice

Harvey Group Practice

Harvey Group Practice provides services across two practices in the St. Albans area covering nearly 15,000 patients.

Surgery Connect is a cloud based system providing Harvey Group Practice the highest possible levels of flexibility and scalability.

Montgomery-House Surgery Cloud Based Communications

Montgomery-House Surgery

Montgomery-House utilise 50 staff to service 15,000 patients in the Bicester area.

Surgery Connect addressed all Montgomery-House Surgery's requirements utilising the flexibility and power of a cloud based system.

Shotton Lane Surgery - Remote Working and Access Standards

Shotton Lane Surgery

Shotton Lane Surgery services over 8500 patients in Shotton, Wales, covering a range of social bandings including deprivation areas.

Surgery Connect provides upgraded telephony including flexible remote working and statistical data to support Welsh access standards.

Meddygfa Canna Surgery

Meddygfa Canna Surgery

Providing healthcare services to around 7,500 patients covering a broad demographic of wealthy and lower income areas with a low average age.

Surgery Connect allowed Meddygfa Canna Surgery to move from eight lines, with two held for outbound calls, to unlimited call capacity.

Woolston Lodge Surgery - Helping GP Practices

Woolston Lodge Surgery

A Southhampton practice offering clinics in addition to specialist nurse services and counselling.

Having built a strong relationship with X-on convinced Woolston Lodge Surgery they'd made the right choice.

Colne Valley Group Practice Call Recording

Colne Valley Group Practice

Serving Linthwaite, Marsden, Outlane, Scammonden, Slaithwaite and Standedge from Croft House and Marsden Health Centre.

Surgery Connect provides Colne Valley Group Practice with more control over their call handling, with all phone calls being recorded.

Cornbrook Medical Centre GP Communications Hub

Cornbrook Medical Centre

Cornbrook Medical Centre is a diverse, inner city Manchester dual-site practice.

Cornbrook Medical Centre direct all inbound calls to one of their sites, which acts as a communications hub for the practice.

Guardian Medical Centre Efficient Call Queueing and Call Distribution

Guardian Medical Centre

Guardian Medical Centre provide a comprehensive range of medical services to 10,200 patients, while housing a wide range of community services.

Surgery Connect holds patients in a queue during peak periods and allow calls to be diverted to the most suitable department.

Guide Bridge Medical Practice Future Proof Scalable Phone System

Guide Bridge Medical Practice

Part of gtd healthcare offering primary care services to 4,200 patients in Manchester, and are a GP training practice.

Surgery Connect provides a future proof phone system easily scalable to meet their plans to incorporate another two practices.

Gateacre Medical Centre

Gateacre Medical Centre

Small GP practice based in Liverpool serving 2,400 patients. The practice maintains a patient participation group.

Gateacre Medical Centre needed a phone system aimed at GP practices and chose Surgery Connect.

Bridge Road Surgery Call Queueing

Bridge Road Surgery

Based in Lowestoft providing 7,400 patients with a variety of services and clinics.

Surgery Connect provides modern call queueing keeping patients informed, and significantly reducing the number of complaints.

Glovers Lane Surgery

Glovers Lane Surgery

Offering a wide range of clinical services to over 7,500 patients in Netherton, Merseyside.

Surgery Connect provides call management, call queueing, call recording, backup to mobiles, and a wallboard display.

Worden Medical Centre Call Handling

Worden Medical Centre

Worden Medical run many clinics for chronic disease care, and offer a wide variety of other medical services.

Surgery Connect improved their patients call experience, particularly when booking clinics and during peak times.

Newent Doctors Practice Call Capacity

Newent Doctors Practice

Newent Doctors Practice offer high quality, patient-centred healthcare centred around clinics.

Surgery Connect provides the call capacity needed, with endless scalability future proofing against growing demand.

Westover Surgery Phone System Upgrade

Westover Surgery

Serves 8,000 patients in the Falmouth area, providing GP and Nurse consultations, including chronic disease clinics and counselling.

Surgery Connect allows Westover Surgery to review their call handling process via the browser based interface and statistics.

Enderby Medical Centre Call Handling and Business Continuity

Enderby Medical Centre

Enderby Medical Centre serves Enderby, Huncote, Littlethorpe, Narborough & Whetstone.

Surgery Connect has significantly improved call handling capacity while providing business continuity via mobile phone backup.

Wallace House Surgery Healthcare Communications

Wallace House Surgery

Wallace House is a NHS General Practice spread over two branches within Hertford.

Surgery Connect is a Cloud Phone System designed specifically for the needs of the busy healthcare surgery.


Figges Marsh Surgery

Figges Marsh Surgery are a medium size GP Surgery in Mitcham, Surrey.

Surgery Connect records calls, spread calls during busy times, monitors usage and advises callers of queue position.


Happy House Surgery

Happy House Surgery is a Sunderland practice offering services to over 6,000 patients in a modern medical centre.

Surgery Connect replaced an obsolete telephone system at Happy House Surgery and integrated with their clinical system.

Millfield Surgery Replacing BT/Teleware Phone System

Millfield Surgery

Millfield Surgery is a semi-rural Practice working within a federated group of local Practices - The City & Vale GP Alliance.

Ongoing technical issues with their BT/Teleware phone system forced Millfield to move to Surgery Connect.

Spirit Healthcare Improve Patients Call Experience

Spirit Healthcare

Spirit Healthcare provide innovative products and services that improve the lives of patients whilst delivering real value for healthcare systems.

Spirit Healthcare use Surgery Connect to improve patients phone access and appointment booking, supported by a seamless backup.

Lombard Medical Centre - Wallboard - Instantly See Activity

Lombard Medical Centre

Lombard Medical Centre is a long established Practice, based in Newark, and with a patient population of nearly 19,000.

Lombard Medical Centre used Surgery Connect to reduce telephone costs while being provided with more data.

Concord Medical Practice Clinical System Integration

Concord Medical Centre

Concord Medical Practice, based in Washington, Tyne & Wear, provides a number of chronic disease management clinics and nurse clinics.

Operating within the Sunderland CCG, Concord Medical Practice utilised Surgery Connect to integrate with the EMIS Web.

Sherburn Group Practice Up-to-date Adaptable Phone System

Sherburn Group Practice

Sherburn Group Practice is a Leeds based surgery, catering to 10,000 patients, and delivering 'Best Practice' standard of care.

Surgery Connect provided an up-to-date adaptable telephone system including call queueing, Patient Callback and call recording.

Supreme Medical Centre Modern Efficient Telephone System

Supreme Medical Centre

Supreme Medical Centre provides primary care for Finchley and the surrounding areas.

Suregry Connect provides a modern efficient telephone system that helps support staff and patients.

Ar Razi Medical Centre Improved Communications without adding Costs

Ar Razi Medical Centre

Ar Razi Medical Centre, a Leicester based surgery committed to best care for patients' physical, emotional, social and spiritual healthcare needs.

Surgery Connect provided vastly improved staff/patient communications without adding to practice costs.

Kingsway Surgery Smooth Phone System Switchover

Kingsway Surgery

Kingsway Surgery caters for patients in the Swansea area, offering an array of clinics including Cardiovascular, Epilepsy and Mental Health clinics.

Surgery Connect replaced an outdated phone system at Kingsway Surgery with no disruption to patients.

Skerne Medical Group Simplifying a Complex Setup

Skerne Medical Group

Skerne Medical Group is a 15,500 patient GP surgery with three County Durham sites.

Surgery Connect maintains efficient staff to patient contact irrespective of staff location across the three Skerne Medical Group sites.

Symphony Healthcare Services - Primary Care at Scale Telephony

Symphony Healthcare Services

Symphony Healthcare Services supports GP Practices with innovative new ways of delivering high quality care to patients.

Surgery Connect provides 'primary care at scale' organisation wide telephony to improve patient experience and staff productivity.

Symphony Healthcare Services: Buttercross Health Centre - Call Recording and Patient Callback

Buttercross Health Centre

Buttercross Health Centre function within Symphony Healthcare Services, which services over 70,000 patients.

Surgery Connect provides highly secure call recording, comprehensive reporting and Patient Callback.

Affinity Care: Sunnybank Medical Centre - Updating a Legacy Phone System

Sunnybank Medical Centre

Sunnybank Medical Centre is one of eight like-minded practices in the Affinity Care Healthcare collective.

Surgery Connect replaced their old system which couldn’t be updated, providing patients with an easy and simple way of contacting them.

Leicester City Health: Sayeed Medical Centre - Wait Times for Queued Patients

Sayeed Medical Centre

Sayeed Medical Centre are a part of a Leicester City Health Federation, serving over 5,000 patients.

Surgery Connect provides Sayeed Medical Centre with a phone service that includes a queueing system which announces the wait times for patients.

West Hampstead Medical Centre

West Hampstead Medical Centre

West Hampstead Medical Centre hosts services and clinics such as Contraception, Midwifery and Clinical Psychology.

Surgery Connect improved patient communications with call monitoring and EMIS integration.

Park Road Medical Practice

Park Road Medical Practice

Park Road Medical Practice took over Battle Hill Health Centre resulting in 9000 patients being cared for across two sites.

Surgery Connect provided efficient communications across two sites so staff could be contacted at either branch.

MyHealth - Telephony across Multiple Practices


MyHealth are a federation of four NHS Health Care Centres serving nearly 20,000 patients to the North East of York.

Surgery Connect upgraded MyHealth telephony across four practices, allowing them to respond to the NHS Forward View.

Cleobury Mortimer Medical Centre

Cleobury Mortimer Medical Centre

Cleobury Mortimer Medical Centre are a small general practice with more than 7,000 patients in Kidderminster.

Surgery Connect provided Cleobury Mortimer Medical Centre with a communications system fully integrated with EMIS Web.

Railway Medical Group - Multi-site Communications Integration

Railway Medical Group

Railway Medical Group service 27,000 patients across 4 different sites in Blyth.

Surgery Connect allowed the Railway Medical Group to integrate communications across their 4 sites.

Ordsall Health Surgery - Replacing a Legacy NHS Phone System

Ordsall Health Surgery

Ordsall Health Surgery provides healthcare to over 11,000 patients in a deprived urban area.

Surgery Connect replaced an NHS funded telephone network that offered little flexibility or management control".

Symphony Healthcare Services Medicines Management Hub

Medicines Management Hub

A team of pharmacists, pharmacy technicians, and prescription clerks providing a medicines management service.

Surgery Connect provides a communications hub for patients wishing to renew their medication.

Retail - eCommerce

Contact Centre with Call Recording for Travis Perkins

Travis Perkins

Travis Perkins are a nationwide chain operating more than 20 businesses across the UK and owning 19 product brands.

Travis Perkins used X-on Contact Centre reports to reduce abandoned calls from 30% to less than 5%.

Hosted Call Centre for Rent4sure


Rent4Sure is modern technology driven company that relies on telephony for access to the outside world.

X-on's Hosted Call Centre solution has resulted in major improvements in reporting data, functionality and efficiency.

Liquid Drops Mobile Workers

Liquid Drops Ltd

Liquid Drops Ltd late night alcohol delivery company, taking orders over the phone.

PhonePresence enables them to take multiple calls using the Call Divert feature, with timers limiting calls to opening hours.

CarHireUK Call Centre


CarHireUK is a vehicle rental company operating a travel web site, with branches throughout the UK.

X-on's fully integrated contact centre solution enabled call transferring to India, and throughout the CarHireUK network.

Leisure - Travel - Hospitality

Blue Sea Holidays Call Centre Service

Blue Sea Holidays

Blue Sea Holidays provide all inclusive holidays and last minute holiday deals.

X-on supply a 30 user Contact Centre Service which connects callers with agents in locations across multiple countries.

Fleewinter Mobile Workers


Fleewinter is an upmarket villa and apartment rental business with specialist consultants finding holiday accommodation.

PhonePresence is perfect for the multi-office environment where consultants are often on the move but need to keep close to clients.

Whitbread Business Continuity


Whitbread is behind some of the UK's most successful, much-loved hospitality brands.

X-on provides inbound and outbound Business Continuity services which allow Whitbread to support their staff during DR situations.

IT - Comms

Concero UK Zendesk Integration

Concero UK

Concero UK are an IT and computer support company who operate throughout Wolverhampton and Staffordshire.

Zendesk integration provides inbound call integrated caller ID and automated ticket creation.

Diagknows Connecting Homeworkers


Diagknows provides IT support and Consultancy to small businesses in Scotland.

PhonePresence Cloud Phone System providing one local telephone number to connect many homeworkers.


ParityFX Cloud Phone System

ParityFX PLC

ParityFX is an authorised payments institution that converts currencies to pay for foreign goods and services.

ParityFX uses one of our Cloud Phone System packages, along with our mobile call recording service.

Community Money Advice Call Handling

Community Money Advice

Community Money Advice is a national charity that enables community groups to establish local debt advice centres.

CMA ported their 0800 number to X-on and benefited from the efficient management of their calls.


Vetfone 24 Hour National Pet Helpline

HM Prison Doncaster

HM Prison Doncaster needed a call handling solution to cope with large numbers of callers wishing to book a prison visit at peak call times, which also reassured callers.

X-on's PhonePresence hosted solution was selected for its cost effective tariff and not requiring costly equipment installation.

Avon Fire & Rescue Service Media Phone Line

Avon Fire & Rescue

Avon Fire & Rescue provide emergency and protection services to the communities of Bath and North East Somerset, Bristol, North Somerset and South Gloucestershire.

Voice Noticeboard allows Avon Fire & Rescue to quickly and efficiently relay the details of incidents to the media without having to phone them individually.

Business Services

Local Phone Numbers for IMSM Ltd

IMSM Limited ISO Specialists

IMSM Ltd is an ISO Consultancy and Certification organisation who help businesses achieve the ISO Standard.

PhonePresence provides local telephone lines for the IMSM international websites which are used in lead generation.

DisasterComUK Business Continuity Management


DisasterComUK develops Business Continuity Management solutions for organisations at a local, national or international level.

X-on Alert replaced an existing SMS system improving the capability for customers to respond quickly and easily.