FAQs
Quick Answers to Common Questions
Clear, concise explanations designed to help you understand LineIn at a glance.
What is LineIn?
LineIn is a UK-based primary care service provider, it offers off-site call handling and both clinical and non-clinical triage support services. Operating across the UK, LineIn supports over 35 primary care providers, reaching over 500,000 patients.
How does LineIn help its customers?
LineIn partners with primary care providers across the UK to deliver off-site call handling and triage support services. By adopting each provider’s unique service style and practices, LineIn seamlessly integrates with the practice team, ensuring a consistent and cohesive experience for patients.
Is LineIn based in the UK?
Yes, LineIn is a UK-based company, serving primary care providers across the UK.
Is your team NHS-trained?
Yes, LineIn’s call handling and off-site triage support teams are NHS-trained, with many members having prior NHS experience. Our teams are skilled in promoting NHS practice pathways, efficiently utilising resources, and effectively directing patients to the most appropriate care.
How does LineIn work with in-practice teams?
LineIn takes pride in its collaborative approach, with our call handling and triage support teams seamlessly integrating into the practices they support. We are not a nameless, faceless outsourced service. Instead, our teams maintain regular communication and meet frequently with practice staff to build and sustain strong working relationships.
How does LineIn deal with patient conflict?
LineIn’s off-site call handling and clinical teams are committed to NHS compliance. Many of our staff have previous NHS experience and all new team members receive thorough training in NHS protocols, including conflict resolution. We record all calls and have stringent monitoring processes in place, underscoring our commitment to quality assurance. This makes LineIn a reliable and trustworthy partner for healthcare providers seeking to outsource their call handling needs while maintaining high standards of care.
What outcomes can practices expect at first contact?
Faster answering, high routing accuracy at first contact (e.g., 92%), reduced appointment waits (reported 75%), and fewer repeat calls, driving quicker, more efficient care.
How does LineIn improve patient access?
By resolving more at the first call (signposting, accurate data capture, digital access where appropriate), patients don’t need to call back on another day.
How does LineIn differ from general call-handling providers?
It’s healthcare-specific with structured triage, clinical oversight, and secure cloud handling—versus generic answering and limited clinical training.
What about compliance and data security?
LineIn is described as NHS and CQC compliant with secure, cloud-based handling (e.g., 2FA, closed sessions), built specifically for primary care.
What is “first-time-right” routing?
Accurate, safe triage at first contact that directs patients to the right care pathway the first time, improving experience and reducing waits.
What end-to-end workflows can LineIn support?
Information gathering, signposting, cancel/rebook, self-book links, call-backs, referral management, and routing to appropriate appointment types (F2F, phone/video, etc.).
Is LineIn scalable for demand spikes or growth?
Yes, a flexible workforce and dynamic workbooks make it adaptable as practice demand changes.
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