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Thinking about a new phone system for your Medical Centre?

Maybe because you’re facing one of these problems with your current phone system:

  • You feel that frequent engaged tones may be leading to frustrated patients.
  • You’d like a phone system that links to your practice management software (EMIS) so you can greet patients by their name and save time.
  • You would like to monitor and improve the way your staff communicate with patients.
  • You would like to be able to queue calls and offer patients an alternative than just being placed on hold?

There are currently two main types of telephone systems available:

  • Internet (VOIP – Voice Over Internet Protocol) or cloud based phone systems
  • Hybrid phone systems (using both worlds)

One of the biggest challenges facing healthcare providers is how to deliver the best possible patient care, whilst running an efficient practice. Having the right communications platform in place is fundamental to achieve this.

Recorded telephone interactions reduce the risk and ramifications of miscommunication with patients, improve the training of public facing team members and also help resolve disputes, hence we can support the Access to In Patient Hours GMS Service Standards.

Internet (VOIP) Phone Systems for GP Surgeries

An internet phone system, also known as a VOIP or cloud based phone system, This can be located in The Cloud or on site, using internet lines (Sip Trunks).

The main benefit of VOIP systems is that they can save money on call charges and help your business continuity planning much quicker than ISDN systems.

Click here for more information about our VOIP systems for GP Surgeries

Hybrid Phone Systems for GP Surgeries

The hybrid system is a mixture of a digital phone system and an internet (VOIP) phone system.

The system will be located in your GP surgery and offers flexibility with your choice of cordless and fixed handsets.

A benefit of a hybrid phone system is that they offer more reliability than both VOIP and digital phone systems. If one type of line fails for you, it can automatically route calls in and out from a backup line and this is a good solution until 2025, when everyone will have to change over to internet lines.

Click here for more information about our hybrid systems for GP Surgeries

Call Recording

You can train your team better and make calling your GP surgery a pleasant experience, by monitoring and improving the way your staff communicate with your patients.

If a caller has a bad experience on the phone with you, it can be damaging to your Practice plus patients may lose trust in you. Using Call Recording you can listen to any call that has been made or received as many times as you need and store them long term in case of complaints arising in the future.

EMIS Integration

Our solutions will directly integrate into your EMIS software. Allowing you to impress your patients by knowing their name and their details before you’ve even answered the phone.

Our systems will also allow you to dial directly from your EMIS too. Impressive and saves errors when staff key in numbers.


Click here to read more about Emis on Horizon

Click here to view a Horizon case study

Call Waiting

Rather than your patients getting an engaged tone while your team are on the phone, your phone system will automatically greet the caller, notify them that you are busy on the line and play them some music or important announcements while they wait for you.

This keeps your patients on the line rather than hanging up and becoming frustrated, combined with our Call Queue, this reduces the frustration level that patients report when ringing you at prime times during the day.

Why Medical Centres choose to work with us:

  • Integrity and honesty are core to our business values
  • NHS Wales approved
  • Reduced running costs
  • Meets GMS core requirements


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