Better patient access starts with digital telephony
Your phone is the foundation of your digital front door. With Surgery Connect, you can:
- Meet growing demand for multi-channel access
- Ensure data compliance and security
- Gain consistent reporting
- Seamlessly integrate with clinical systems to scale with ease
- Access dedicated supplier support
We help primary care organisations optimise their patient communications for a better patient experience and practice management across sites.
Optimise patient experience at scale
Built for modern general practice, we tackle the ‘8am rush’ head-on.
Industry compliant and integrating seamlessly with clinical systems, Surgery Connect bridges in-hours and out-of-hours services for streamlined patient access. By automating administrative tasks, we enable staff to focus on care and, in doing so, vastly improve patient experience.
Your partner for equitable healthcare access
Delivering large-scale, high-impact digital solutions, we provide the infrastructure, expertise and data to unlock the potential of online healthcare.
Expert-led
With over 20 years of experience in delivering tailored healthcare solutions, we empower practices to deliver smarter, more accessible care.
Technology-enabled
We build advanced digital solutions to streamline healthcare access so that every patient is connected with the right care at the right time.
Data-driven
Underpinned by data, our solutions solve real-world problems and provide actionable insights for informed decision-making at every level.
Surgery Connect core capabilities
A secure, Cloud-based phone system, Surgery Connect enables patient access to the right care, first time.
From managing call flows with ease to giving patients greater flexibility with their appointments, discover how Surgery Connect enables practices to deliver better care to every patient.
Phonebar
The Phonebar brings calls, SMS, video and photo requests into a single desktop tool. Integrated with clinical systems, it enables instant patient identification and record access, reducing admin and improving response times. With single-click patient communication and a built-in staff directory, the Phonebar enhances patient access and practice collaboration.
Omni Consultations
Capture every patient need, first time. Whether submitted online, completed by staff or gathered by our Voice Agent and automatically filed into the clinical record, provide more equitable access and better manage triaging. Built to be safe, secure and simple, only registered patients can submit Online Consultation requests to their practice. The result: fewer call backs, faster decisions and more time for care.
Practice-led Appointment Booking
Give patients control without adding workload. Send secure, personalised SMS links for patients to book, cancel or reschedule appointments in seconds. Easily launched from the Phonebar, free staff from routine calls, cut down on DNAs and improve patient self-serve access.
Check and Cancel
Running 24/7, Check and Cancel lets patients confirm or cancel appointments without waiting in a queue, reducing inbound calls by 7%. This instantly frees up appointments in the clinical system for rebooking, giving patients greater flexibility to self-serve while freeing up staff to improve access for patients.
X-Flow
X-flow empowers GP surgeries to manage their call flows effortlessly using an intuitive drag-and-drop interface. Practices can customise patient call experiences by adjusting routing and messages in real time, ensuring patients receive timely, relevant information. By simplifying updates, X-flow boosts operational efficiency and patient satisfaction through simple sign-posting configuration.
Reporting
Gain a clear view of call traffic with real-time and historical reporting, helping you manage patient demand, reduce queues and improve response times. Track key metrics like call volumes and wait times, while keeping staff informed with intuitive wallboards to support smoother operations and a better patient experience.
Enhanced Power BI reporting is coming soon, bringing all telephony data into one central dashboard with dynamic visuals and KPI summaries. Gain deeper insight into staffing, peak demand and SMS costs, with advanced filtering and 12-month performance views to support smarter, data-driven decisions.
Advanced clinical systems integration
Surgery Connect integrates seamlessly with major systems like EMIS Web, TPP SystmOne and INPS Vision, giving instant access to patient information during calls. Click-to-dial, patient pop-ups and automatic filing of calls, SMS, and photos help to streamline workflows and improve continuity of care for patients.
Patient Callback
Patient Callback removes the need for patients to stay on hold by offering a virtual queue while retaining their place. This reduces frustration and unnecessary call costs for patients without adding any staff overhead.
Patients receive an SMS with a link to a Queue Position Webpage showing their place in the queue and an option to cancel their callback. With enhanced, group-specific webpages, practices can share advice and signpost patients to relevant online resources based on the group they initially called. This improves call flow efficiency and reduces the need for patients to queue where digital options are available.
Personalised Call Routing
Using intelligent call routes, this feature allows patients calling the surgery to be directed to the most appropriate resource based on their specific needs. Improving access to information and ensuring efficient signposting to relevant teams creates a more accessible and supportive patient experience from the first call.
Voicemail Transcription
Automatically convert voicemails into written text within the Phonebar communications window. Staff can read transcripts at a glance, identify urgent needs quickly, and manage high-volume requests without listening to full recordings.
Copied in one click and stored securely, transcriptions are easy to share, support faster processing of requests, and save time previously spent typing up details.
Website Widgets
Sitting on your practice website, Website Widgets give patients real-time visibility of call queue length and wait times. This helps to manage patient expectations and empowers them to make an informed choice to call now, later or use online services.
Fully customisable to match surgery branding, Website Widgets help practices to improve transparency and manage demand more effectively.
But don’t take our word for it
The cornerstone of smarter patient access
With over 26,000 patients, Cornerstone Practice needed a new system to handle high call volumes. Surgery Connect’s smart call routing ensures patients reach the right service first time, cutting wait times and boosting patient satisfaction across four sites.
Practicing seamless patient communication
Clayton Medical Centre’s legacy system collapsed under Monday’s call surge. With Surgery Connect’s unlimited call capacity, EMIS integration and call recording, the practice now efficiently manages call volumes to boost patient experience.
Thirsk steps into the future of GP telephony
Thirsk Doctors Surgery replaced their outdated phone system with Surgery Connect, gaining unlimited lines, call recording and clinical systems integration. The result? Smoother operations, better patient service and ongoing flexible support.
Step into the future of healthcare
We integrate telephony and digital services to create a smarter, more efficient practice. Partner with us to build a truly connected digital front door for every patient.
Your pathway to digital healthcare
01
Discovery call
Start with an initial chat to uncover your needs, identify gaps and connect with experts ready to deliver a product demo.
02
Guided roadmap
We deliver a plan with clear costs and timelines, ensuring the solution aligns with your local needs.
03
End-to-end implementation
Our solutions align with your operations–integrating with clinical systems to scale with ease.
04
Fast results and lasting support
We provide ongoing support to ensure long-term growth so your team can focus on patient care.