Case Study: Lingwell Croft Surgery improves patient access and cuts reception workload with OneAdvanced Online GP Consultation Telephone Assistant

Total Digital Triage with Online GP Consultation Telephone Assistant saves time on calls for both patients and receptionists

Lingwell Croft Surgery, a large GP practice in Leeds, faced the challenge of its vulnerable and elderly patients struggling to access appointments due to extremely busy telephone lines and low digital literacy. To improve accessibility and streamline its workflow, the practice partnered with OneAdvanced to implement their Total Digital Triage model, utilizing the Online GP Consultation Telephone Assistant service.

The solution from OneAdvanced, the Telephone Assistant, processed voice calls by transcribing them into written online consultations, creating an efficient digital-first option for all patients. This implementation led to a 41% reduction in call volume, saved 66 hours of reception time per month, and eliminated long telephone queues for patients, who had previously waited up to 35 minutes to get through.

Lingwell Croft Surgery

Stephan Claridge

Clinical Director