Clinically Supervised Call Handling & Care Navigation Services
Supporting Patient Access into Primary and Secondary Care
Our clinically-led call handling and care navigation services take care of your calls efficiently, helping practice staff streamline admin operations.
About Us
Simplify patient access with support for healthcare providers in Primary and secondary care
Who We Are
LineIn is a healthcare-exclusive partner providing discreet embedded support for healthcare providers across the UK, that require efficient patient access solutions. Our team is clinically supervised, NHS-aligned, CQC compliant, and dedicated to improving the way patients connect with healthcare providers in the primary and secondary care sectors.
What We Do
We provide call handling and care navigation services that ensure patients are signposted to the right care at the right time. By combining skilled advisors with clinical oversight, LineIn reduces admin burden, streamlines access, and safeguards compliance.
How We Help
With LineIn, practices improve call answer rates, manage patient demand at the point of access, remove burden from the healthcare teams, and streamline admin operations. Patients receive faster, safer access to care, while managers and their teams get back valuable time to focus on what matters most: patient outcomes.
1.7 million
Calls handled in 2024 (~6,600/day)
520,000+
Patients
supported
75%
Our projected growth in 2025
<5 minutes
Time taken for each call to be resolved
92%
“First time right” patient redirection
Painpoints
Does This Sound Familiar?
- Is excessive call handling or triage causing long patient wait times?
- Workforce instability creating recruitment, retention, and training pressures
- Overwhelmed by ever changing NHS & CQC compliance standards
The Data Tells the Same Story
- 1 in 5 patients can’t get through to clinics on the phone (NHS)
- 35 attrition across
- 15% increase in patient load for full time equivalent GP
- 64% use a telephone to access GP practice (June 2025)
- 1 in 20 people who call their GP are told to call back on another day (The Independent)
- 34% of GP reception and admin staff cited stress for their departure (NHS Digital Report)
This is where LineIn steps in. We deliver a call handling service designed for healthcare providers across primary and secondary care, including single point of access for primary care networks and federations. Our clinically supervised advisors ensure patients are routed “first time right,” giving managers and their team the freedom they need to run their practice.
Solutions
The LineIn Solution
Our solutions are integrated into your daily operations, providing clinical led access service and a flexible workforce to streamline patient flow and free up time and resources.
Operational
Relief
Offload calls to a dedicated, clinically supervised team of first contact advisors
Workforce
Stability
Reduce recruitment and HR pressures by reducing staff turnover
Meet Compliance
Requirements
Ensure NHS contract adherence, CQC standards, and overall compliance
Reduced Downstream
Costs
Prevent costs from misdirected appointments and system inefficiencies
Prioritise In-Person
Care
With accurate data collection allows the healthcare provider to improve patient navigation and reduce appointment demand
Better Patient
Education
Help patients use online tools and services like Pharmacy First, know when to expect responses, and understand how to access your practice and their results.
91
sites
nationwide
35%
first-call
resolution
40%
increase in clinical
capacity
10%
reduction in
reception absenteeism
Why choose us
Why Practices Choose LineIn
Healthcare providers trust LineIn for its clinically supervised call handling that streamlines communication, reduces administrative burden, improves patient access, and supports compliance; all while giving teams more time to focus on quality care.
01.
Healthcare exclusive
Designed for practices, PCNs & NHS environments, and more
02.
Neighbourhood teams
enabling a single point of access so patients reach the right support
03.
Clinically led
Supervised triage for safe patient signposting.
04.
Human-led
As advocates of patient choice, we support AI call handling only when it’s guided by a human touch.
05.
Compliance built-in
NHS standards, CQC compliant, cloud-based security & GDPR ready.
06.
Scalable & flexible
Workforce tailored to demand and practice growth.
Testimonials
What Our Clients Say
Dr. Amelia
Clarke
Practice Manager
“Since partnering with LineIn, our call answer rates have transformed. Patients get through faster, our team’s stress levels have dropped, and I finally have time to focus on managing the practice — not firefighting phone chaos.”
Mark Reynolds
Operations Lead
“LineIn has been a game-changer for our PCN. The clinically trained advisors handle calls with empathy and accuracy, ensuring every patient gets routed right the first time. Our staff retention has improved noticeably.”
Sarah Patel
Reception Supervisor
“The difference was immediate. Call queues shortened, patient satisfaction went up, and our admin costs dropped. It feels like we’ve finally modernised how our practice communicates.”
Discover how LineIn can benefit your organisation.
Our first-contact advisors are trained to understand your processes, pathways, and procedures ensuring your patients receive exceptional access into your practice.
Experience LineIn in Action
See how LineIn’s customisable, clinically supervised care navigation services and call handling support can transform your practice, PCN, or federation.
Proud to collaborate with GP in the Cloud, a part of DELT Shared Services
faqs
Frequently Asked Questions!
How do you maintain quality and consistency across multiple advisors?
All LineIn First Contact Advisors are clinically supervised and receive ongoing professional training to stay updated on best practices, NHS guidelines, and practice-specific protocols. Every call follows a structured triage framework, ensuring accurate data collection, accurate redirection, and safe patient handling. Additionally, performance is regularly monitored through quality audits, call reviews, and reporting, ensuring practices can rely on a reliable, high-standard service across all advisors.
Can LineIn manage calls for multiple practices under a single PCN or federation?
Yes. LineIn can operate as a centralised access hub, managing calls and triage for multiple practices within a PCN, federation, or ICB. This means patients have a single point of contact for appointments, advice, and guidance, while practices benefit from consistent triage protocols, seamless workflow integration, and scalable support. Our system ensures that care is coordinated across all sites without compromising safety or efficiency.
How do you maintain quality and consistency across multiple advisors?
Patient safety is a top priority. Each call is handled by a clinically trained advisor who follows structured triage protocols aligned with NHS standards and is CQC compliant. Cases that require face-to-face appointments are prioritised, routine cases are redirected appropriately, and all patient interactions are documented for accurate follow-up. Our supervision model, combined with regular quality monitoring, ensures that every patient receives the right care at the right time.
Is LineIn cost-effective compared to hiring additional in-house staff?
Yes. LineIn provides a flexible, remote workforce that reduces the need for additional in-house staff while maintaining high-quality patient care. By streamlining call handling, resolving routine cases, and freeing up GP time, practices can increase clinical capacity. Lower staff absenteeism, reduced burnout, and optimised workflow mean significant savings, making LineIn a sustainable and cost-effective solution for practices of all sizes.
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Send us a message, and our team will get back to you.
