Clinically Supervised Call Handling & Care Navigation Services
Supporting Patient Access into Primary and Secondary Care
Our discreet and dedicated call handling and care navigation services manage your access efficiently, allowing the practice team to optimise operations.
About Us
Primary care access is under constant pressure. Your phones shouldn’t be
Who We Are
LineIn is a healthcare-exclusive partner providing discreet embedded support for healthcare providers across the UK, that require efficient patient access solutions. Our team is clinically supervised, compliant with NHS standards, and dedicated to improving the way patients connect with healthcare providers in the primary and secondary care sectors.
What We Do
We provide call handling and care navigation services that ensure patients are signposted to the right care at the right time. We hire and train call handlers to work for a specific practice (or group of practices), then provide them with secure access to your systems via GP in the Cloud. They answer calls promptly, gather structured information, and support safe care navigation based on your agreed practice protocols.
How We Help
With LineIn, practices reduce stress and costs to hire and train staff, improve call answer rates, start managing patient demand at the point of access, remove burden from the healthcare teams, and streamline admin operations. Patients receive faster, safer access to care, while managers and their teams get back valuable time to focus on what matters most: patient outcomes.
2.1 million
Calls answered in 2025 (~8,045/day)
950,000+
Patients supported
< 5 minutes
Average answer time across the organisation
91 sites
Supported across
the UK
Painpoints
Does This Sound Familiar?
- Last minute absence management and high attrition resulting in recruitment and training costs
- Calls missed or answered too late, incomplete information captured, and patients booked into unnecessary appointments
- Overwhelmed by ever changing NHS & CQC compliance standards
The Data Tells the Same Story
- 1 in 5 patients can’t get through to clinics on the phone
- 15% increase in patient load for full time equivalent GP
- 64% use a telephone to access GP practice (June 2025)
- NHS England analyses have suggested roughly 1 in 6 to 1 in 4 appointments may be avoidable with better navigation/signposting
- 34% of GP reception and admin staff cited stress for their departure
This is where LineIn steps in. We hire and train call handlers to work for a specific practice (or group of practices), then provide them with secure access to your systems. They answer calls promptly, gather structured information, and support safe care navigation based on your agreed practice protocols. That means fewer interruptions for clinicians, fewer avoidable appointments, and a calmer day for the people running your practice.
Solutions
The LineIn Solution
Our solutions are integrated into your daily operations, providing clinical led access service and a flexible workforce to streamline patient flow and free up time and resources.
Operational
Relief
Your calls managed by a dedicated, clinically supervised team of first contact advisors
Workforce
Stability
Reduce recruitment, training and HR pressures, as Linein will manage your rota
Meet Compliance
Requirements
Free up resources to support NHS contract adherence, CQC standards, and overall compliance
Reduced Downstream Costs
Prevent costs from misdirected appointments and system inefficiencies
Better information at first contact
Accurate data collection allows the healthcare provider to improve patient navigation
Measurable performance
More visibility, with regular reporting and dashboards, review meetings and trend analysis.
Why choose us
Why Practices Choose LineIn
Healthcare providers trust LineIn for its clinically supervised call handling that streamlines communication, reduces administrative burden, improves patient access, and supports compliance; all while giving teams more time to focus on quality care.
01.
Dedicated practice-aligned team
Call handlers hired and trained to work for a specific practice (or group of practices)
02.
Scalable & flexible
Workforce tailored to demand and practice growth.
03.
Clinically led
Teams are clinically supervised and work compliant with NHS standards
04.
Human-led
As advocates of patient choice, we support AI call handling only when it’s guided by a human touch.
05.
Compliance built-in
NHS standards, cloud-based security & GDPR ready.
06.
Measurable results
- Reducing reception absence by up to 10%
- Reducing call waiting times up to 75%
Testimonials
What Our Clients Say
Dr. Amelia
Clarke
Practice Manager
“Since partnering with LineIn, our call answer rates have transformed. Patients get through faster, our team’s stress levels have dropped, and I finally have time to focus on managing the practice — not firefighting phone chaos.”
Mark Reynolds
Operations Lead
“LineIn has been a game-changer for our PCN. The clinically trained advisors handle calls with empathy and accuracy, ensuring every patient gets routed right the first time. Our staff retention has improved noticeably.”
Sarah Patel
Reception Supervisor
“The difference was immediate. Call queues shortened, patient satisfaction went up, and our admin costs dropped. It feels like we’ve finally modernised how our practice communicates.”
Experience LineIn in Action
See how LineIn’s customisable, clinically supervised care navigation services and call handling support can transform your practice, PCN, or federation.
Proud to collaborate with GP in the Cloud, a part of DELT Shared Services
faqs
Frequently Asked Questions!
How do you maintain quality and consistency across multiple advisors?
All LineIn First Contact Advisors are clinically supervised and receive ongoing professional training to stay updated on best practices, NHS guidelines, and practice-specific protocols. Every call follows a structured framework, ensuring accurate data collection, accurate redirection, and safe patient handling. Additionally, performance is regularly monitored through quality audits, call reviews, and reporting, ensuring practices can rely on a reliable, high-standard service across all advisors.
Can LineIn manage calls for multiple practices under a single PCN or federation?
Yes. LineIn can operate as a centralised access hub, managing calls and triage for multiple practices within a PCN, federation, or ICB. This means patients have a single point of contact for appointments, advice, and guidance, while practices benefit from consistent triage protocols, seamless workflow integration, and scalable support. Our system ensures that care is coordinated across all sites without compromising safety or efficiency.
How do you maintain quality and consistency across multiple advisors?
Patient safety is a top priority. Each call is handled by a clinically trained advisor who follows structured triage protocols aligned with NHS standards. Cases that require face-to-face appointments are prioritised, routine cases are redirected appropriately, and all patient interactions are documented for accurate follow-up. Our supervision model, combined with regular quality monitoring, ensures that every patient receives the right care at the right time.
Is LineIn cost-effective compared to hiring additional in-house staff?
Yes. LineIn provides a flexible, remote workforce that reduces the need for additional in-house staff while maintaining high-quality patient care. By streamlining call handling, resolving routine cases, and freeing up GP time, practices can increase clinical capacity. Lower staff absenteeism, reduced burnout, and optimised workflow mean significant savings, making LineIn a sustainable and cost-effective solution for practices of all sizes.
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Send us a message, and our team will get back to you.