Surgery Connect Case Studies

Case Studies

Surgery Connect in Practice

Some of the many Surgeries, Federations and CCGs using Surgery Connect:

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

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 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.

St Helens Rota Reliable Practice Cloud Communications

GP Federation providing healthcare cover for around 200,000 patients across 36 GP practices.

With regular patient surveying, reliability is paramount to St Helens Rota, and the service has met the Federation's expectations.

Clinical Commissioning Groups

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Surgery Connect replaced outdated phone systems improving patient access and allowing them to manage their appointments.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

GP Health Partners - Implementing a Hub

GP Health Partners is a GP Federation in Surrey Downs serving a combined population of circa 175,000 patients..

GP Health Partners utilise Sugery Connect's multi-site capability to create a hub which selected patients can access as a call option.

EMIS Health - Implementing Surgery Connect at Mid Downs Medical Practice

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

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

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

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 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 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 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 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

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.


Bermondsey Spa Medical Practice services 12,000 patients in the Bermondsey area while providing a Patient Participation Group.

Surgery Connect addressed the difficulties faced by Bermondsey Spa Medical Practice practitioners and staff having to function from home.

Streatham Hill Group Practice Telephony for PCN Collaboration

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

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

Westcourt Medical Centre Telephony First

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 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 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 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 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 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.

Hall Green Health

Based in Birmingham, Hall Green Health was formed in 2003 following the merger of five smaller practices.

Hall Green Health chose Surgery Connect for its fixed rental, patient callback and remote working facilities.

Rother House Medical Centre Remote Working

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 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 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."

Whitley House Surgery

Whitley House Surgery provides healthcare services to 14,000 patients in Chelmsford, Essex.

Surgery Connect has eliminated the engaged tone for patients of Whitley House Surgery.

Health and Beyond Practices Merger

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 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.

Clayton Medical Centre

Based in Lancashire, the practice is in a national pilot for the digitisation of medical records.

Surgery Connect has ensured that Clayton Medical Centre has the call capacity it needs.

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.

Whitehill Surgery

Whitehill Surgery services around 15,000 patients in the Aylesbury Vale area.

To provide better access for patients using PAYG mobile plans, Surgery Connect enabled Whitehill Surgery to reduce call queue waiting times.

The Hicks Group Solving Patient Call Complaints

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

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.

Thirsk Doctors Surgery Saving Staff and Patient Time

Based in Thirsk, North Yorkshire, Thirsk Doctors Surgery services over 7,400 patients.

Surgery Connect moved Thirsk Doctors Surgery from a highly limited legacy system to fully featured and flexible cloud telephony.

Townhill Surgery From Whiteboard to Call Flow

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.

Long Bennington Medical Centre

Services 6,400 patients in numerous villages surrounding Long Bennington.

Surgery Connect provided Long Bennington Medical Centre with improved patient communication and capacity to grow.

East Shore Partnership Linked Surgeries

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 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 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 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 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

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.

Westbourne Medical Centre

Westbourne Medical Centre provides GP and Healthcare services in North Ormesby, Middlesbrough.

Surgery Connect solved the practice's call queueing issues; GPs no longer waste two minutes per call apologising for the phone system.

Edmonton Medical Centre

Edmonton Medical Centre provide healthcare services to nearly 4,000 patients in Edmonton, London, additionally hosting Pharmacists onsite.

Edmonton Medical Centre wanted what they had before, because it worked, but on a much bigger scale, which Surgery Connect provided.

Brownhill Surgery - Queueing and Messaging

Brownhill Surgery is a Blackburn based GP practice providing healthcare services to over 5,300 patients, including a Carers Service

Surgery Connect has provided Brownhill Surgery with the queueing and messaging system needed to improve patient communications.

Woolston Lodge Surgery - Helping GP Practices

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

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 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 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

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

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

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

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 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 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

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 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 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 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 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 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 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 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 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 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 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, 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.

Skerne Medical Group Simplifying a Complex Setup

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 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 Medicines Management Hub

Medicines Management Hub comprising pharmacists, pharmacy technicians, and prescription clerks.

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

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

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.

Kingsway Surgery Smooth Phone System Switchover

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.

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

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 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 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 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 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 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 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".

Croydon Health Services
NHS Trust

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.

North Manchester
Clinical Commissioning Group

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.