Case Study: West Leeds Family Practice improves patient call handling and reduces wait times with Redcentric VoIP telephony

West Leeds Family Practice - Customer Case Study

West Leeds Family Practice, serving 20,069 patients across three Leeds sites, was struggling with rising post-Covid demand, staff shortages, and long patient phone queues, with some callers waiting up to an hour. Using Redcentric’s VoIP telephony system, the practice wanted a better way to improve efficiency, reduce waiting times, and manage call handling more effectively.

Redcentric implemented call analytics, a dedicated dashboard, and improved call routing to a new Bookings team so the practice could see peak times and align staffing accordingly. The changes helped streamline workflows and reduce pressure on reception teams, and early results showed the percentage of calls answered improved from 54.1% to 59.2%, abandoned calls fell from 43.3% to 40.5%, average wait time dropped from 4 minutes 7 seconds to 3 minutes 46 seconds, and average call duration reduced from 6 minutes 12 seconds to 5 minutes 9 seconds.

West Leeds Family Practice

Lisa Lowe

Senior Administrative Assistant