As we welcome 2025, we’re excited to continue our journey of innovation and partnership with GP practices across the UK. Over the years, LineIn has established itself as a trusted extension of medical teams, helping practices navigate the challenges of patient care, operational efficiency, and ever-changing healthcare demands.
This year, we’re starting with a renewed focus on how we can further empower practices and enhance patient experiences. Here are some key priorities for 2025:
1. Expanding Our Role in Practice Efficiency
We understand the increasing demands on GP practices, from managing appointment schedules to administrative tasks that consume valuable time. Building on the success of 2024, we are expanding our services to tackle these challenges head-on, including:
- Routine and Flu Clinic Bookings: Scheduling routine and flu clinics for seasonal health needs
- CPCS Referrals: With complete access to local services our staff can help with referrals for minor injuries
- Prescription Assistance: Streamlining prescription tasks to reduce workloads for practice staff
- Clinical Coding: Ensuring accurate and efficient data management to support clinical decision-making
These services allow practices to focus more on patient care while we handle the logistics.
2. Leveraging Technology to Improve Access and Communication
In 2025, we aim to further integrate technology to support better communication and access for patients. Our partnership with GP in the Cloud has already demonstrated how secure access to EMIS and SystmOne can transform how practices manage appointments and patient queries.
This year, we’ll continue to refine these systems, enabling faster resolution of patient queries and seamless collaboration with practice teams.
3. Enhancing Patient Experience
Patients are at the heart of everything we do. Our 2024 statistics show that we consistently achieve an impressive 84.8% answer rate, with average wait times of just over 5 minutes.
Each patient call is efficiently triaged, addressed, and documented within an average of 5 minutes, enabling staff to handle over 12 calls per hour.
In 2025, we aim to improve these figures even further by:
- Optimising Call Handling: Training our team to handle a broader range of patient needs efficiently
- Reducing Patient Wait Times: Implementing new strategies to ensure patients feel heard and supported without delay
4. A Proactive Approach
LineIn will continue to use a proactive approach in gathering information, using AccuRx to send texts alongside triage forms saving valuable time for both the patient and the practice staff by using access to EPR for:
- Sick note Floreys
- Skin condition Floreys
- Signposting to other services
- Self-help links and Pharmacy First information
- Educating the patient group about online services to gradually reduce call demand over time
5. Celebrating Collaboration and Growth
As our team grows, so does our ability to provide even more specialised support to practices. Whether it’s assisting with CPCS referrals, achieving QOF targets, or conducting quality improvement audits, we are here to help practices succeed.
Looking Ahead to 2025: Adapting to a Changing Landscape
The 2024 Budget introduced increases to the National Minimum Wage and National Insurance, which take effect in April 2025. While these changes present new challenges, we remain committed to delivering exceptional service without passing on the full cost to our partners.
To manage these changes, we are implementing the following:
- An increase in the base rate, with efforts to keep the adjustment as minimal as possible
- Fixed monthly invoicing to reduce administrative costs
These measures will allow us to continue providing reliable, high-quality call handling services while remaining a cost-effective solution for our partners.
Let’s Make 2025 a Year of Progress
At LineIn, we believe in the power of collaboration. Together with our partner practices, we’ve achieved incredible results in patient care and operational efficiency. In 2025, we’re ready to take those achievements to the next level.
We look forward to working with you, solving challenges, and creating better experiences for both your team and your patients.
Stay tuned for updates, insights, and success stories throughout the year as we continue to innovate and support healthcare practices nationwide.
Here’s to a successful and impactful 2025!
