Case Study
Transforming Call Handling Services for Medical Practices
In 2024 LineIn celebrated a year marked by significant milestones, strategic advancements, and a steadfast commitment to excellence.
A Year of Transformation and Growth
As 2024 concluded, LineIn celebrated a year marked by significant milestones, strategic advancements, and a steadfast commitment to excellence in call handling for medical practices across the UK. This year, LineIn reinforced its position as a trusted partner in healthcare, expanding its services to enhance patient and practice experiences while delivering unparalleled support.
What we did
Innovation in Action: Partnership with GP in the Cloud
A defining achievement of 2024 was LineIn’s collaboration with DELT Shared Services and their revolutionary product, GP in the Cloud. This partnership enabled a paradigm shift in service delivery, transitioning from traditional telephone triage to resolving patient queries directly at the first point of contact.
Leveraging secure access to EMIS and SystmOne through a Virtual Desktop Infrastructure (VDI), LineIn redefined operational efficiency and service quality by introducing capabilities such as:
- Verifying, cancelling, and rescheduling appointments
- Sending self-book links and directly booking nurse appointments
This integration positioned LineIn as a seamless extension of GP practices, significantly enhancing operational workflows and patient satisfaction.
Quantifiable Impact: 2024 by the Numbers
LineIn’s achievements in 2024 are reflected in key performance metrics that highlight the organisation’s dedication to excellence:
- 1,748,600 patient calls answered across 41 practices
- 7,639 calls managed daily by a skilled team
- An average patient wait time of just over 5 minutes
- An answer rate of 84.8%, highlighting accessibility
- Calls triaged, actioned, and admin completed in under 5 minutes
- An average of 23.5 calls answered per hour by experienced staff
These figures demonstrate LineIn’s ability to deliver reliable and efficient support at scale, ensuring timely and effective service for both patients and practices.
Expanding Capabilities to Meet Evolving Needs
To address the growing needs of partner practices, LineIn expanded its service offerings in 2024, introducing new capabilities that streamline operations and improve patient outcomes:
- Comprehensive access to local services and CPCS referrals
- Routine reception appointment bookings
- Assistance with prescription tasks
- Verification and management of Docman
- Clinical coding support
- Booking COVID and flu clinics
- Supporting QOF target achievements
- Conducting quality improvement audits
These enhancements empowered LineIn to provide even greater value to its partners, ensuring a smoother experience for patients and a more efficient workflow for medical practices.
Looking Ahead: A Commitment to Excellence in 2025
As LineIn prepares for the future, the organisation expresses its deep gratitude to the practices and patients who have trusted its services. Reflecting on a transformative year, LineIn remains committed to further advancing healthcare accessibility and operational efficiency in 2025 and beyond.
concentrate on what we aim to do best: delivering high-quality, responsive patient care.”
Partnership and Progress
LineIn’s journey in 2024 exemplifies the power of innovation, collaboration, and dedication to improving healthcare services. By delivering impactful solutions and expanding its capabilities, LineIn has solidified its role as a vital partner to medical practices across the UK. With a steadfast commitment to excellence, the organisation looks forward to continuing its mission to enhance healthcare experiences for all stakeholders.
"I now have the headspace to focus on solutions for our patients, thanks to LineIn for taking all the inbound calls"
Patient Advisor Vasundhra
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