X-on Health
Overview: X-on Health’s Access Optimisation Service helped Tudor Lodge Health Centre optimise its telephony systems, resulting in 50 percent reduced call waiting times and a 65 percent reduction in missed calls.
Why? Tudor Lodge Health Centre, a GP surgery in South West London serving 11,000 patients, faced rising demand for appointments and overwhelming telephone traffic during peak hours, particularly the ‘8am rush.’ The surgery was aware of several issues they were facing which affected service delivery and patient satisfaction.
What happened? X-on Health carried out a proactive 12-month Access Optimisation Service (AOS) to improve patient access and levels of satisfaction. X-on undertook a full telephony call flow audit and data-driven assessment which included: call data, incorporating accessing volume of calls inbound vs total missed and abandoned, the average call queue wait time, and the average time for a call to be answered; number of online consultation submissions; NHS App uptake; patient survey outcomes; and patient access routes. Following an audit and patient survey, X-on implemented a number of changes in collaboration with Tudor Lodge: introducing a streamlined closed-loop call flows (including an out-of-hours service); improved digital literacy of staff through specific training; and implemented personalised call flow and messaging for patients. Key improvements included a 21 percent decrease in inbound calls and a reduction of 65 percent in missed calls. Almost three-quarters of patients have now used the online appointment booking system, and there has been positive feedback from patients about using the NHS App, which has jumped from 55 percent to 71 percent use.
Looking ahead. X-on Health is looking at the potential for broader adoption at a national level, with projections that by applying the AOS model across GP practices in England, the NHS could see a reduction of 9.1 million calls received each month, alongside a 2.3 million drop in missed calls.
Inhealthcare and Connect Me
Overview: Inhealthcare and the Scottish Government’s Connect Me team have expanded a remote monitoring service for blood pressure (BP) in primary care. The service is empowering patients to take control of their blood pressure, improving health outcomes and easing the burden on the NHS.
Why? The service is empowering patients to take control of their blood pressure, reducing the risk of heart attacks and strokes while easing the burden on the NHS. Connect Me enables patients to share their blood pressure readings with healthcare professionals without attending GP appointments and promotes self-management to help control the condition.
What happened? Since 2020, Inhealthcare has worked closely with the Connect Me remote monitoring team to bring digital health care services to patients in their own homes. One of the pathways, remote monitoring of blood pressure (BP) in primary care is now well established and is being accelerated across Scotland. A “Once for Scotland” approach provides a standardised clinical pathway for diagnosis, medication titration and long-term monitoring. Scale-Up BP has shown clinically significant reductions in systolic BP (average 5mmHg), which is vital for patients with poor control of their blood pressure. More than 100,000 patients have used the pathway, in all its iterations and it has avoided more than 400,000 in-person appointments, reducing the burden on primary care. Positive outcomes include cost savings, reduced secondary complications and, most importantly, increased patient self-management. Remote monitoring at scale in Scotland led to an average 6.55mmHg systolic BP reduction, similar to large UK trials, and would result in more than a 15 percent reduction in risk of stroke and 10 percent reduction in risk of coronary heart disease, if sustained.
Looking ahead. Successful tests of remote BP monitoring have been carried out in settings beyond primary care and plans are well underway to expand to specialist/secondary care, maternity and women’s health services.
Staffordshire Training Hub General Practice Long Service Award
Overview: The Staffordshire Training Hub launched the Staffordshire General Practice Long Service Award in 2024 to honour the dedication of General Practice staff in Staffordshire. Open to all clinical and non-clinical colleagues, it proudly recognises 25–50 years of service.
Why? With 3,000+ General Practice colleagues across 144 Practices in Staffordshire and Stoke-on-Trent, STH identified an urgent need to launch a Long Service Award. Recognising the significant contribution of General Practice colleagues, the STH established a dedicated Long Service Award programme to celebrate their commitment.
What happened? To ensure wide participation, STH actively promoted the programme and accepted nominations until October 2024. The response was overwhelmingly positive, with 115 nominations received, representing an incredible 4,032 years of combined service across Staffordshire and Stoke-on-Trent. To formally honour awardees, all nominees were invited to the General Practice Long Service Award Ceremony, where they enjoyed afternoon tea, a celebratory presentation, and an official recognition award. The event, attended by 80 awardees plus keynote speakers and guests from the ICB, provided a perfect opportunity to shine a well-deserved spotlight on individuals who have dedicated their careers to caring for others and making a real difference – one patient at a time. Each awardee was individually recognised on stage, where they received a commemorative pin badge and certificate of achievement.
Looking ahead. Since the 2024 awards ceremony, we have been inundated with requests for the next nomination round. Due to the overwhelmingly positive reception, STH is delighted to confirm that the 2025 Staffordshire General Practice Long Service Award will launch in April 2025.
Staffordshire Training Hub Differently-Abled Buddy Scheme
Overview: The Staffordshire Training Hub is proud to share our Differently-Abled Buddy Scheme (DABS), an innovative programme supporting colleagues with disabilities and neurodiversity in Primary Care. This unique initiative enhances recruitment, retention, and workplace inclusion, ensuring a diverse workforce that reflects our community.
Why? Retention of staff and burnout remain major concerns in General Practice, and staff with disabilities or neurodivergence are particularly vulnerable. This initiative does not differentiate between clinical or non-clinical staff but seeks to foster understanding, inclusivity, and social connection.
What happened? To lead this transformation, we appointed an experienced DABS programme lead. The DABS programme consists of three key elements: the Buddy Scheme, which matches staff members with a trained DABS Buddy who provides one-on-one support; awareness training courses for staff and managers to raise awareness of neurodiversity in the workplace; and personalised support providing managers with guidance on implementing the NHS Health Passport and supporting colleagues. We engaged with PCN/practice leads, GP trainees, and GP nurse fellows to ensure the sustainability of the programme, as these trainees will join other practices upon qualification. Ten trained Buddies are now supporting colleagues within their own organisations and beyond, positively influencing workplace culture. Key outcomes include: 8 Conferences attended, with 700+ participants; lunch & learn session – 420+ staff trained; and engagement events reaching practice managers, GP trainees, and staff at various levels.
Looking ahead. While the programme is still in its early stages, feedback from training events and ongoing engagement sessions indicates strong support for the initiative. We are committed to sharing best practices with other Training Hubs and healthcare settings across the UK.
