Associate feature: Next-Gen Telephony: A Scottish-First Approach to Patient Access

The NHS in Scotland is undergoing a digital transformation, and ensuring equitable, efficient patient access has never been more crucial. At Think Healthcare, we’re proud to be the only national NHS specialist with a head office and presence in Scotland, delivering technology solutions tailored to the unique needs of Scottish healthcare organisations.

Our new next-generation Cloud Telephony system and Virtual Care Navigator (VCN) phone based patient self-service platform are designed to simplify communication, enhance collaboration, and make sure no patient is left behind—whether they are tech-savvy or struggle with digital tools.

Transforming Access for Every Patient

Our new next-gen Cloud Telephony platform prioritises simplicity, accessibility, and collaboration. It provides a single-app experience, is AI-ready, and allows independent healthcare organisations to work together seamlessly while maintaining local control. This means practices, federations, and regional networks can function as a connected system while retaining autonomy over setup and management.

Crucially, our system ensures access for vulnerable patients. It can identify priority callers—such as palliative care patients—and move them to the front of the queue. It can also recognise patients who may struggle with phone menus, such as those with dementia, and direct them straight to a receptionist rather than requiring them to navigate an IVR system.

A Proven Model: Upperthorpe & Ecclesall Case Study

The impact of our solutions is already being felt in practices across the UK. A great example is Upperthorpe & Ecclesall Medical Centre, where our Cloud Telephony and Virtual Care Navigator transformed patient access and efficiency.

The Challenge

The practice faced significant issues with its outdated phone system. Without call data insights, it was difficult to improve workflows, meet rising patient demand, or manage operational pressures. Staff were bogged down with high call volumes, many of which were simple requests that could have been automated.

The Solution

By implementing our Cloud Telephony and VCN solutions, the practice achieved:

• Data-Driven Improvements: Real-time analytics revealed that 43% of calls were prescription-related, enabling automation.
• Self-Service Capabilities: Patients could book and cancel appointments, order prescriptions, and complete other tasks via an automated menu, reducing the need for receptionist intervention.
• Smart Call Routing: Priority patients were automatically recognised and fast-tracked, while routine queries were managed through digital workflows.
• Operational Gains: A 30% reduction in call volume freed up 3.5 full-time equivalent (FTE) staff, allowing more focus on patient care.

As Alex, the practice’s Business Manager, summarised:

“The data is absolutely fantastic. What we can get out of it has transformed how we manage patient interactions and our overall efficiency.”

Supporting Regional Collaboration & Digital Workflows

Beyond individual practices, our solutions enable wider NHS collaboration. Our telephony platform allows staff across different sites—whether fully integrated or standalone—to function as a unified network, seeing presence status and contacting colleagues as if they were part of the same system. This makes regional patient support networks, such as prescribing hubs, more effective.

Meanwhile, our Virtual Care Navigator aligns telephone-based workflows with digital systems like NHS apps and online portals. Patients who can’t use digital tools aren’t left behind; instead, they experience the same structured triage process over the phone, ensuring consistent care and reducing administrative burdens for practices.

Prescribing hubs are another area where Virtual Care Navigator is being successfully utilised, allowing patients to place prescription orders over the phone safely and securely, with the requests then being handled electronically either by a regional hub or directly by the practices themselves. 

Shaping the Future of Patient Access in Scotland

Think Healthcare is committed to driving forward Scotland’s digital health agenda. By combining advanced telephony with scalable self-service tools, we’re helping NHS teams improve efficiency, reduce access inequalities, and enhance patient experience—without adding complexity.

If you’re looking for a next-gen communication solution that’s built for the NHS and proven in real-world settings, get in touch. Let’s make patient access simpler, smarter, and more inclusive for everyone in Scotland.

This article is sponsored by Think Healthcare. 

www.think-healthcare.co.uk