Case Study: St Martins Practice achieves improved patient access and flexible working with Redcentric telephony

St Martins Practice - Customer Case Study

St Martins Practice in Chapeltown, Leeds, serves 6,931 patients and needed a fast way to coordinate a COVID vaccination hub during the pandemic without overburdening its small team. Using Redcentric’s hosted telephony service, the practice had to support staff across three sites, dedicated call handlers, and remote working while maintaining patient access and service continuity.

Redcentric implemented flexible telephony features including individual logins, a dedicated call routing menu, a hunt group for shared call handling, call recording, wallboards, and softphone licences. This helped St Martins Practice launch the vaccination hub quickly, with a five-person team handling calls centrally and even allowing messages when the hub was understaffed; the practice also gained better training, governance, and visibility of call demand, plus the ability for staff to work from home when needed.

St Martins Practice

Camilla Hawkes

Practice Manager