Central Hub Model
Centralised Care Management for UK Primary Care
Did you know ?
The proportion of patients who found it easy to get through to their GP practice on the phone fell to 49.8% in 2023, a decrease of 17.6% from 2021.
Who we are
Running multiple sites often means multiple queues, variable protocols, and uneven demand. LineIn’s centralised care management services bring it all together. We operate a single, consistent service that captures enquiries, applies your pathways, and progresses requests to completion, reducing duplication, shrinking backlogs, and freeing clinical time.
Our delivery is aligned with NHS guidance and CQC expectations. We work inside your systems, follow your local protocols, and provide clear SLAs and reporting so you can see impact in access, turnaround, and quality from day one.
Support
Why Choose LineIn for Centralised Care Management?
01.
One “Front Door”, Many Sites:
Create a single intake across phone and digital channels with one queue, shared protocols, and clear prioritisation. Every enquiry is captured once, routed correctly the first time, and progressed to outcome without duplication, so patients start in the same place and
reach the right service faster across all sites. Consistency starts now.
02.
NHS & CQC-Aligned Operations:
Operate with documented SOPs aligned to NHS guidance and CQC expectations. Governance is clear, risks are managed, and notes are concise, consistent, and audit-ready. Standards apply uniformly across practices and PCNs, supporting safe, effective, well-led services with traceable decisions and reliable records that stand up to review
03.
Consistent Quality at Scale:
Use shared templates, naming and coding conventions, and SLA
targets to keep delivery predictable across teams and sessions. Staff know exactly what to do next, handovers are tidy, and rework is reduced. Patients experience consistent pathways, while leaders
get comparable data to monitor quality and drive improvements at scale reliably.
04.
Resilience & Coverage:
Pool trained staff across sites to balance demand, absorb surges, and
maintain service during absence, seasonality, or extended hours. Capacity flexes without complex hiring, and knowledge is shared, so service remains stable. Patients see steady access while managers retain confidence in day-to-day continuity across the hub reliably.
05.
Measurable Improvement:
Track volumes, answer and first-response times, turnaround, accuracy,
and open items in clear dashboards. Trends and bottlenecks are flagged early, with practical recommendations to remove friction. Stakeholders see impact in backlog reduction, faster resolutions, and cleaner workflows across sites and teams, evidence you can trust.
Features
Key Features of Our
Centralised Care Management Services
Single Front-Door Queue
One coordinated intake across phone and digital channels with real-time prioritisation. Each request is captured once, triaged to the right pathway, and logged with clear next steps, so queues move, duplication drops, and patients progress faster from first contact to outcome.
Standardised Pathways
Apply your protocols, templates, and thresholds consistently across sites and sessions. Shared decision rules reduce variation and unnecessary touchpoints, improve safety, and keep actions predictable, so every enquiry follows the same high standard regardless of who handles it.
End-to-End Request Handling
From initial capture to booking, referrals, results routing, messaging, and closure, each enquiry progresses cleanly to a defined outcome. Handover notes are concise and traceable, rework is avoided, and stakeholders see clear status and next steps at every stage.
Cross-Site Workforce Pool
A pooled, trained team operates inside your systems using shared handover rules, templates, and coding, ensuring continuity across locations and sessions. Capacity flexes to meet demand, and knowledge is retained centrally, so service levels stay steady when pressure rises.
Business Continuity & Surge
Flexible hub coverage handles demand spikes, staff absence, and extended hours without compromising standards or governance. Workload is balanced across the pool, knowledge is shared, and continuity plans are executed swiftly to keep access steady and reliable across sites.
Our Process
How We Integrate With Your Practice
Design & Governance
We map current flows, queues, and pain points; define hub scope, protocols, and escalation rules; and agree on KPIs, service hours, SLAs, and reporting. Access and onboarding are handled securely, with data handling and note conventions set from the start.
Operate Within Your Systems
The hub team works in your clinical and admin systems, applying shared templates and pathways. Handover rules, naming/coding standards, and communication rhythms keep work visible and traceable across sites and roles.
Review & Improve
You’ll receive regular dashboards on volumes, first-response, turnaround, accuracy, and open items. We highlight bottlenecks, propose simple process tweaks, and track outcomes so improvements stick and scale with demand.
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
Discover How Centralised Care Management Can Transform Your Operations
Partner with LineIn for a unified, NHS & CQC-aligned central hub that standardises first-contact, triage, and admin across sites. We’ll help you clear queues, speed responses, and keep day-to-day operations running smoothly, consistently, and at scale.
faqs
Frequently Asked Questions!
What exactly is centralised in the hub?
Initial enquiry capture, protocol-led triage/administration, appointment management, referrals/results workflow, patient messaging, document processing, and campaign/recall activities, tailored to your local pathways.
Will the hub replace local practice teams?
No. The hub standardises and completes agreed tasks so local teams can focus on clinical care and complex cases. We integrate with your ways of working and escalate when required.
Can you operate across multiple systems and sites?
Yes. We work inside your chosen systems and apply shared templates and naming conventions to maintain consistency across practices and PCNs.
How do you ensure quality and compliance?
We use documented SOPs aligned with NHS guidance and CQC expectations, run routine QA checks, and track SLAs. Notes are concise, consistent, and audit-ready.
How quickly can a hub go live?
After design and access are agreed, we phase implementation to minimise disruption, starting with priority queues and expanding scope as benefits are realised.
Contact LineIn Today
Ready to centralise first-contact, triage, and admin into one reliable service? We’ll help you design, launch, and scale a hub that improves access and frees capacity.
