TECHNOLOGY & SOFTWARE
TRANSFORMING PATIENT ACCESS
Wavenet discusses how modern telephony is helping the NHS meet today’s challenges.
For the entire healthcare industry, timely access to care has become an integral part in patient safety and service quality. Whether it’s booking a GP appointment, speaking to a nurse about symptoms, or following up on test results, the first point of contact is oſten a phone call to the surgery.
Yet in many practices, outdated telephony systems are straining under the weight of demand. Patients face long waits, busy tones, or even dropped calls. On the other end of the line, staff are leſt juggling high call volumes, searching for records mid call, and dealing with frustration on both sides – all while trying to meet the Care Quality Commission’s (CQC) standards for responsiveness and communication.
While the problem isn’t new, it has become more acute. Post pandemic demand, coupled with staffing pressures and rising expectations for digital access, means practices need systems that can handle high volumes efficiently, integrate with clinical records, and adapt as patient needs evolve.
A CASE IN POINT
Conisbrough Group Practice serves its local community in Southwest Doncaster with a team of 50 professionals. With hundreds of patient interactions every day, they understood that communication efficiency was critical to delivering quality care.
Their old telephone system, however, was becoming a major obstacle. Limited phone lines meant constant busy signals, particularly during peak morning periods, whilst patients who were trying to book appointments, were often met with frustration before even speaking to a staff member. When they did get through, calls could be slow to handle, with staff having to search patient records manually while the caller waited. Over time, these issues led to a growing number of complaints.
Through the Better Purchasing Framework, a government initiative designed to make it easier for NHS practices to procure telephony solutions, Conisbrough Group Practice partnered with Wavenet to implement GP Voice.
GP Voice is tailored specifically for NHS GP surgeries, and was built to address patient frustration and staff inefficiency in one go. Instead of forcing patients to wait on hold indefinitely, it introduces a queued callback system, allowing callers to choose a convenient time to receive a return call. This simple shiſt immediately eases perceived wait times and reduces stress for both patients and reception teams.
The system also integrates directly with SystmOne, the surgery’s clinical records platform. Now, when a patient calls, their details appear instantly on the staff member’s screen, enabling them to greet the patient by name and access their medical history without delay. This not only speeds up the call, but it also makes for a more personal and reassuring experience.
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Other features – such as automated attendance messages, a ‘no appointments available’ notification with an emergency only option, and comprehensive call reporting – gives the practice more control over its operations. The design is deliberately user friendly, meaning staff can make changes themselves without waiting for external support. Importantly, there are no hidden extras; training and ongoing support were included as part of the package, meaning onboarding and integration was seamless.
THE IMPACT
The changes were immediate and tangible. Patients found it easier to get through, with fewer abandoned calls before speaking to someone. Average wait times dropped dramatically, and the surgery began meeting its own targets for answering calls on a more consistent basis. As a result, the number of complaints significantly reduced, and positive feedback grew as patients noticed the difference in responsiveness.
Behind the scenes, the new system allows managers to see exactly when call volumes spiked, making it easier to allocate staff at the right times. Faster access to patient records means that calls can be resolved more quickly and accurately. This, in turn, reduces the number of follow-up calls and frees up staff time for other tasks.
Business Manager Bex Cottey said: “Wavenet’s GP Voice has truly redefined the patient experience. Our staff are happier and more efficient, and the ease of generating reports has been a game changer. We love the fact that there are no additional costs for service requests or add ons. We are impressed with Wavenet’s solution and service.”
GP Voice was chosen for its ability to evolve. Conisbrough is already exploring adding email and chat functions, so patients can communicate in the way that works best for them. This reflects a broader trend in healthcare towards omnichannel communication, making services more accessible to people who may struggle with phone calls or who prefer digital channels.
www.tomorrowscare.co.uk
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