The NHS is evolving rapidly, with advancements in technology playing a pivotal role in improving patient care and operational efficiency. At Think Healthcare, we’re proud to introduce our next-gen telephony system—a solution designed to meet the challenges of today while supporting the innovations of tomorrow.

Our next-gen system builds upon our award-winning NHS-focused features and functionality, delivering a flexible, future-proof package tailored to support the digital transformation of healthcare practices. With a simple, intuitive design, an inbuilt contact centre, and cutting-edge AI and API-driven integrations, this solution empowers practices to streamline operations, enhance patient access and embrace the possibilities of the NHS digital front door.

A proven track record of success: the Upperthorpe & Ecclesall case study

The next-gen system’s launch comes on the heels of remarkable success stories from healthcare providers already benefiting from our current telephony solutions. One such example is Upperthorpe & Ecclesall Medical Centre, where our combination of NHS-specific Cloud Telephony and the Virtual Care Navigator (VCN) has redefined patient access and operational efficiency.

The problem

Before adopting our solutions, Upperthorpe & Ecclesall faced numerous challenges with an outdated telephony system that lacked actionable data and flexibility. Without insights into patient interactions, the practice struggled to identify areas for improvement, redesign workflows, or meet growing patient demand. Dependence on external suppliers for system updates further limited their operational autonomy, ultimately affecting the quality of care and patient satisfaction.

The solution

By implementing our Cloud Telephony system and Virtual Care Navigator, the practice gained the tools needed to modernise its operations. Key features included:

1. Data-driven insights: Real-time analytics revealed that 43% of calls were prescription-related, prompting the automation of this process via the VCN.
2. Self-service options: The VCN allowed patients to book, check, and cancel appointments, order prescriptions, and more—all without waiting in a queue.
3. Advanced telephony features: Auto-callback, dynamic call routing for vulnerable groups, and remote working capabilities ensured seamless patient support.
4. Customised solutions: Prioritised routing for palliative care patients and tailored menus addressed patient-specific needs.

The results

The impact on both patient experience and operational efficiency was transformative:

• 92% patient satisfaction: Improved access and service quality reflected in overwhelmingly positive feedback.
• 30% reduction in call volume: Automating prescription requests alleviated receptionist workloads.
• 3.5 FTE reallocated: Freed-up resources were redirected towards clinical care, enabling additional appointments.
• Reduced Access Inequalities: Telephone-based self-service options bridged the gap for patients unable to use online platforms.

Alex, the practice’s business manager, summed it up perfectly:

“The data is absolutely fantastic. What we can get out of it has transformed how we manage patient interactions and our overall efficiency.”

The Future of Patient Access with Next-Gen Telephony

Building on the success of practices like Upperthorpe & Ecclesall, our next-gen system is designed to tackle the healthcare challenges of tomorrow. Key features include:

• Unified app design: Simplifies communication for both staff and patients.
• Integrated contact centre: Enhances call handling and patient management.
• API-driven flexibility: Seamlessly connects with clinical systems and supports emerging NHS digital initiatives.
• AI-driven insights: Automates repetitive tasks, enabling staff to focus on delivering care.
• Mobile working: Ensures continuity of care, whether staff are on-site or remote.

This advanced system positions practices at the forefront of healthcare innovation, enabling them to deliver exceptional patient care while optimising operational efficiency.

Transform patient access and care delivery with Think Healthcare 

As the NHS continues its digital transformation, the need for robust, adaptable communication solutions has never been greater. At Think Healthcare, we’re committed to providing the tools and technologies that empower practices to thrive.

Whether you’re looking to build upon the success of our current solutions, like Virtual Care Navigator, or take a leap forward with our next-gen telephony system, we’re here to help you revolutionise patient access and care delivery.

Contact us today to learn more about how we can support your practice’s journey towards a more connected, efficient, and patient-centred future.