As 2024 draws to a close, we at LineIn take immense pride in reflecting on a year of remarkable milestones and transformative achievements. It has been a year where we have expanded our capabilities, enhanced patient and practice experiences, and continued to deliver outstanding call handling services for medical practices across the UK.
A Revolutionary Step Forward with GP in the Cloud
This year marked a pivotal time for LineIn as we established a partnership with DELT Shared Services and their innovative product, GP in the Cloud. This collaboration enabled us to transition from traditional telephone triage support to resolving and completing patient queries at the first point of contact.
Through secure access to EMIS and SystmOne via a Virtual Desktop Infrastructure (VDI), we’ve been able to streamline and enhance the services we provide, including:
- Verifying, cancelling, and rescheduling appointments
- Sending self-book links and directly booking nurse appointments
This integration has revolutionised our service offerings, enabling us to act as a seamless extension of GP practices.
By the Numbers: Delivering Impact at Scale
Our commitment to excellence is reflected in the numbers from 2024:
- 1,748,600 patient calls answered across 41 practices
- 7,639 calls managed daily by our skilled team
- An average patient wait time of just over 5 minutes
- An answer rate of 84.8%, reflecting our dedication to accessibility
- Each call triaged, actioned, and admin completed in under 5 minutes
- An average of 23.5 calls answered per hour by our experienced staff
These statistics underscore the reliability and efficiency of our team, ensuring that both patients and practices receive the highest quality of support.
Expanding Services to Meet Growing Needs
As we grow, so do the capabilities of our team. In 2024, we introduced additional services to provide even greater value to our partner practices, including:
- Complete access to local services and CPCS referrals
- Routine reception appointment bookings
- Assistance with prescription tasks
- Verification and checking of Docman
- Clinical coding
- Booking COVID and flu clinics
- Supporting QOF target achievements
- Conducting quality improvement audits
Our expanded offerings allow us to cater to an even broader range of practice needs, ensuring smoother operations and better patient outcomes.
Thank You for Trusting Us
As we move into 2025, we want to express our heartfelt gratitude to the practices and patients who trust us as part of their care journey. Together, we’ve navigated a transformative year, and we look forward to continuing to support your needs in the years ahead.
Here’s to another year of partnership, progress, and unwavering commitment to improving healthcare access and experiences.
Warm regards,
The LineIn Team
