In a recent eGPlearning session, Flemming Jensen, CEO of LineIn, joined practice leaders and operational experts to discuss one of the biggest pressures in primary care: the front door of the practice.

From call handling and staff morale to care navigation and the role of AI, the discussion explored what it really takes to improve patient access without increasing pressure on internal teams.

Improving access in general practice is rarely just about increasing capacity. More often, it starts with improving what happens at first contact.

In this eGPlearning discussion, Flemming Jensen was joined by Sarah Walker of Westongrove Partnership, Sarah Cousins of Knowle House Surgery, Dave Mills of Think Healthcare, and members of the LineIn team to explore how practices are rethinking their front door.

A clear theme emerged throughout the session: when calls are handled well, the impact is felt far beyond the phone line.

The discussion covered the operational strain many practices face when reception teams are expected to manage phones alongside front desk work, admin, and patient-facing queries. Practice leaders shared how difficult it can be to maintain continuity, recruit reliably, and protect staff morale when the phone is a constant source of disruption.

What came through strongly from both practices was that separating call handling into a dedicated, practice-aligned function created more stability. It reduced pressure on in-house teams, improved consistency, and allowed internal staff to focus on the work they do best.

The conversation also explored what good implementation looks like. Rather than feeling like a third-party service, the most successful model is one where external call handlers operate as part of the practice team, working to agreed protocols, using shared processes, and staying closely connected through live communication channels.

Another important topic was the role of AI and voice agents in primary care. The panel’s view was balanced and practical. AI can support self-service and reduce transactional workload, but it works best when combined with human oversight, clear governance, and patient choice. The future is unlikely to be human or AI. It will be a carefully designed combination of both.

For practices looking at access improvement over the next 12 months, the session reinforced a simple idea: better patient access starts with better first contact.

When the right information is captured early, patients are guided more effectively, clinicians receive better information, and practice teams are under less strain. 

If you’re practice is reviewing call handling, care navigation, or the role of AI in first contact, get in touch with LineIn to continue the conversation