Case Study
Wandsworth Medical Centre
How Lineln’s clinical triage support service increased call response efficiency, enhanced triage conclusion rates and reduced appointment waiting times at Wandsworth Medical Centre.
An Overview
Wandsworth Medical Centre was facing challenges in managing patient communications effectively. The increasing volume of enquiries and patient interactions had overwhelmed the reception team, leading to inefficiencies and dissatisfied patients. To address these issues, the practice implemented Lineln’s call handling service, aimed at improving patient access, communication efficiency, and overall service quality.
Challenges
Challenges Faced by the Practice
Before adopting LineIn’s call handling services, the practice faced several persistent chalenges:
High Call Volumes and Long Wait Times
Patients were experiencing long wait rimes and frequent call drops, especially during peak hours, leading to frustration.
Limited Accessibility Options
The practice mainly relied on phone support for handling patient enquiries, leaving those who preferred digital interaction with limited options.
Strain on Reception Staff
The reception team was stretched thin between answering patient calls and managing in-person administrative tasks, reducing their capacity to efficiently respond to patient needs.
Solution and Outcomes
After implementing LineIn's call handling services, Wandsworth Medical Centre experienced significant improvements in call response times, triage efficiency, and appointment management. These results are clearly demonstrated by the following indicators:
1. Increased Call Response Efficiency
As seen in the graph, the percentage of calls answered within 10 minutes improved substantially after adopting Linein’s call handling service. Initially, only 44% of calls were answered within 10 minutes in July. Over the following months, this number steadily increased, reaching over 90% by January 2024. This improvement indicates a drastic reduction in patient wait times and demonstrates the efficiency of Lineln’s call handling service, especially during peak hours. By effectively managing high call volumes, the practice was able to alleviate patient frustration and improve satisfaction.
2. Enhanced Triage Conclusion Rates
The graph highlights the improvement in resolving patient enquiries efficiently, without the need for additional follow-up. This measure started at just 25.4% in August, indicating that only a quarter of calls were resolved at the first point of contact. However, with Lineln’s support, triage conclusion rates grew steadily, peaking at 55.2% by February 2024. This increase shows how Linein’s streamlined triage support process empowered reception staff to provide quick
resolutions, reducing the need for repeat calls and enhancing overall patient experience.
3. Reduced Appointment Waiting Times and Reattendance Rates
Another key outcome of Lineln’s intervention is shown here. This graph illustrates a significant reduction in both waiting times for GP- type appointments and the reattendance rate within 28 days. Waiting times decreased from over 20 days in August to just around 2 days by February 2024. Additionally, the reattendance rate dropped from 45.6% in August to under 20% by March 2024, suggesting improved effectiveness of initial consultations. By facilitating timely access to appointments and reducing the need for reattendance, Lineln’s service helped the practice enhance care continuity and meet patient needs more promptly.
Conclusion
These improvements reflect the effectiveness of Lineln’s call handling solution in addressing Wandsworth Medical Centre’s challenges. By optimising call management, Lineln not only alleviated strain on reception staff but also greatly enhanced patient access and satisfaction. The outcome is a more efficient and accessible healthcare service, contributing to higher patient satisfaction and streamlined practice operations.
90%
Calls answered within 10 minutes increased from 44% to over 90%
55.2%
Patient enquiries resolved at first contact rose from 25.4% to 55.2%
2 days
GP appointment wwait times dropped from over 20 days to around 2 days
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