Product sheets detailing Surgery Connect implementation and features

Product Sheets

Surgery Connect Phone System

Surgery Connect



Surgery Connect is a complete, fully featured and managed phone system.

Data Security

Surgery Connect ensures essential healthcare data security standards are met.

System Resilience

Take calls should there be any internet or network problems at your premises.

Installation Handover

We make this process smooth, with as little intrusion as possible.


On-site training to talk through the key functionality and best use policies.

Inclusive Rental

An extension based rental fee means you only pay for what you need.

Support Process

Our experienced support staff have extensive knowledge of the entire system.


Triage processes can improve the pre-appointment assessments of patients.

Ambassador Scheme

We are offering practices the option to enroll in our Ambassador Scheme.

Forward View

Address the NHS General Practice Forward View high impact actions.


Integration Overview

Clinical System integration reduces time spent on calls and administrative tasks.

Admin Efficiency

Features that improve surgery efficiency alongside creating a better patient experience.

Video Connect

Turn phone consultations into integrated video consultations with one click.

24 hr Check and Cancel

Patients manage their appointments without the need to queue.



Real-time view of calls, access to call recordings and voicemail messages.

Configuration Console

Access to the logic flow and settings of your Surgery Connect service.


Add events which automatically alter the way your system handles calls.

Central Directory

Contact list is managed through the Configuration Console - add, edit, delete.

Management Reports

Emailed reports outlining call figures and performance statistics.

Call Recording

Referring back to a call recording in disputes can save time and stress.

Recording Security

Cloud based call recording can offer greater data security than on-premise systems.

Call Distribution

Groups are targeted when callers dial certain numbers or select menu options.

Handset Modes

Phones with the Reception Extension packages can be configured in one of 3 modes.

Voice Prompts

We assist in defining all the voice prompts your patients will hear when calling.

Prompt Examples

Some guideline audio prompts which will help when deciding on the wording.

Multi Site Structure

Manage multiple sites using management tools at the organisation and site levels.

Auto Step In

Automatically assign more call staff above a preset queued caller threshold.

No Appts Mode

No Appointments Mode allows staff to inform callers all appointments are taken.

Information Menu

An area for callers to access common surgery information reduces repetition.

Patient Callback

Call back offer improves the caller experience.

Reporting Platform

Live and historic visibility of call handling performance.


Set users as Do Not Disturb if they miss a number of group calls in a row.

Call Flow: Example

An indication of how a Main Line configuration may look.

Call Flow: Department

Departmental call flow allows inbound numbers to contact specific groups.

Call Flow: Direct Dial

A DDI is an inbound number that routes directly through to a single user.

Call Flow: Bypass

A route into surgery not be affected by the general patient call traffic.



Perfect for staff who don't handle the main appointment calls.


Tailored to staff taking most patient calls, usually the main appointments queue.

Extension Buttons

Configure each extension button to cater for user needs.


Ideal for users that require the ability to move around your surgery.

Call PA

Any extension within your surgery can broadcast to reception through the PA.


The flexibility of answering calls on a mobile phone.


Web based, real-time activity monitor of staff availability and call queue.

Emergency Extension

Extension or a cancellation phone using the Emergency Bypass call flow.

Fax Extension

Complete Fax solution to meet the NHS Axe the Fax 2020 deadline.


Essential for multi participant telephone meetings.

Hearing Aid Compatible

Yealink hearing aid compatible HD handset.

Additional Extensions

Fax, Franking machine, Alarm line and Modem.