Healthcare · Cloud telephony
Transforming patient communication at Stoneleigh Surgery
Stoneleigh Surgery needed greater call capacity without limiting clinicians’ ability to contact patients.
At a glance
Stoneleigh Surgery
- Industry: NHS primary care
- Organisation size: 4 GP surgery sites in Epsom and Ewell
- Service: Cloud telephony and FTTP connectivity
- Environment: Patient and clinical calls on any device
The challenge
Keeping patient calls moving without limiting clinical teams
Stoneleigh Surgery relied heavily on its phone system to manage patient enquiries and support day-to-day clinical communication. However, the existing setup had limited capacity, making it harder to handle higher volumes of incoming calls while doctors still needed reliable access to contact patients directly.
The underlying connectivity also needed to support a more modern voice environment. Stoneleigh needed a system that could increase call capacity, manage patient queues more effectively and protect outbound clinical calls, without adding complexity for staff or relying on traditional phone infrastructure.
"The new phone system has made it far easier to manage patient demand without adding complexity for our staff."
Practice Manager
NHS GP Surgery
The solution
Building a faster, more flexible phone system
Upgrading the connection
Intouch upgraded Stoneleigh Surgery to an FTTP connection, increasing broadband speed tenfold. This provided the bandwidth needed to support cloud-based calling alongside the surgery’s everyday internet and data use.
Expanding call capacity
The new hosted phone system increased available call capacity fivefold. More patients could contact the surgery at the same time, reducing the limitations of the previous setup during periods of higher call demand.
Separating patient and clinical calls
Inbound patient calls were managed through a call queue with position updates, while dedicated outbound capacity was kept available for clinicians. This meant doctors could continue contacting patients without competing with the main incoming call queue.
The results
Improvements across calls, connectivity and access
5×
More call capacity
10×
Faster broadband
Ongoing impact
A more flexible way to manage patient and clinical calls
The biggest improvement was not simply having more phone lines. Stoneleigh Surgery now has a communications setup that better reflects how the practice handles both incoming patient demand and outbound clinical calls. The cloud-based system gives the surgery more capacity during busy periods, clearer queue management for patients and protected outbound calling for clinicians. With faster FTTP connectivity supporting the platform, the practice also has a stronger foundation for day-to-day voice and data use. Instead of working around the limits of a traditional phone setup, Stoneleigh now has a more scalable system that can adapt as call volumes, staffing and working arrangements change.
Need a phone system that can keep up with demand?
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United Kingdom
UK-based team, since 2012