Case Study
Guildowns Group Practice
An Overview
The Challenge
Before LineIn’s involvement, Guildowns faced challenges with high call volumes, long patient wait times, and inconsistent response rates. Managing patient queries across multiple sites required a streamlined approach to improve accessibility and efficiency.
Our Solution
LineIn implemented a centralised call-handling system, providing:
2.5 dedicated call handlers daily (Monday to Friday)
A single point of access for all incoming calls
Comprehensive patient query management, including full triage
By integrating with the practice’s workflow, LineIn ensures a seamless experience for both patients and staff.
The Results
16% improvement in call answer rates within the first three months
42% reduction in patient wait times
An average of 13 calls per hour per call handler
An increase in calls answered under 10 minutes
With LineIn answering a total of 53, 572 calls in 2024, practice staff could focus more on patient care while ensuring every enquiry was handled efficiently. This transformation not only improved patient satisfaction but also optimised operational efficiency across all six sites.
Conclusion
By partnering with LineIn, Guildowns Group Practice has enhanced accessibility, reduced patient frustration, and improved service delivery. With a growing patient list and seasonal spikes in demand, LineIn’s streamlined call-handling approach has proven to be a vital asset in managing patient communications effectively.
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