Joining LineIn marks a progressive step for primary care practices across the UK, offering an innovative way to enhance patient interaction through off-site call handling and triage support services.
Founded by two GPs and a Practice Manager, LineIn was created to improve patient access services. Today, it is utilised by 35 practices, serving 500,000 patients.
LineIn’s onboarding process is designed for seamless integration, capable of being implemented within just six weeks . In this blog we provide a detailed breakdown of the five steps involved in a practice’s journey to partnering with LineIn.
Step 1: Initial Consultation
The journey begins with an in-depth consultation by LineIn’s experienced team. This step involves meeting key contacts within the practice to understand the team’s unique dynamics and each member’s role. The LineIn team conducts a comprehensive fact-finding mission to gather vital statistics and insights into the practice’s operations. This crucial meeting lays the groundwork for tailoring LineIn’s services to the practice’s specific needs.
Step 2: Presentation of the Draft LineIn Handbook
About a week after the initial consultation, LineIn presents a draft handbook to the practice. This comprehensive guide details how LineIn will integrate with the practice’s existing systems, outlining key objectives and the operational frameworks. By positioning LineIn as an extension of the practice team, the handbook ensures a seamless patient experience and sets clear expectations for both parties.
Step 3: Weekly Integration Meetings
During the onboarding process, LineIn schedules weekly meetings with the practice teams. These sessions are essential for resolving any operational issues and aligning workflows between both teams. They also allow the practice to familiarise themselves with the LineIn team members who will manage their calls and triage support services. This step is vital for establishing a strong working relationship and ensuring smooth day-to-day operations.
Step 4: Finalisation and Team Approval
As the onboarding process nears completion, a final meeting is held to finalise all arrangements. During this meeting, integration plans are reviewed, the LineIn team assigned to the practice is confirmed, and any necessary adjustments are made to ensure a successful partnership. This is the opportunity to address any final concerns and approve the operational setup.
Step 5: Go Live
The onboarding process culminates in the ‘Go Live’ day, when LineIn officially becomes an integral part of the practice team. From this day forward, LineIn assumes responsibility for call handling and triage support services, operating under the agreed protocols to ensure patients are efficiently directed to the most appropriate care. The LineIn team, proficient in NHS practice pathways, begins to utilise resources effectively, ensuring that each patient interaction is handled with care and professionalism.
By following these five structured steps, any practice can quickly and efficiently integrate LineIn’s services, resulting in a significantly enhanced patient handling process, reduced staff workload, and overall improvement in patient care and satisfaction. LineIn is dedicated to making each step as smooth and informative as possible, ensuring that practices feel supported and confident in their new partnership.
