Frequently Asked Questions
Welcome to our Frequently Asked Questions, a quick reference guide for how CallCare Health can support your practice. Below you’ll find answers covering everything from what our services include and how we integrate with your existing systems, to how we ensure patient safety, data security and continuity of care. If you don’t find the answer you’re looking for, you’re always welcome to contact us directly, we’re here to help.
- Call Handling
- Call Handling For GP Practices
- GP Practices
- Patient Enquiries
- Patient Triage
- Private Sector
- System Integration
- Technology
While AI has great potential, it’s not a one size fits all solution. Many patients, especially from certain demographics, still feel more comfortable speaking to a real person. We’re seeing more practices adopt both human support and AI to ensure all patients are catered for, regardless of their preference or comfort with technology.
Absolutely. Our hybrid model is designed to work seamlessly alongside your existing staff. We handle the majority of patient contact, allowing your team to focus on more important clinical tasks.
We can work flexibly with either option, our agents can integrate with your existing phone system or use our own, depending on what best suits your setup.
No, our service extends well beyond appointments and inbound calls. We also:
Manage emails from patients
Conduct Coding, Searches and Recalls
Update medical records
Complete tasks assigned by the practice
Carry out Patient Triage: assessing patient needs and directing them to the most appropriate level of care, including emergency services (999), GP or nurse consultations, or digital services
Communicate Results (Blood/Urine) under professional oversight
Handle Repeat Prescription Management in accordance with clinical guidance
Provide Patient Assessment and Guidance using established clinical protocols
Yes, our agents are fully equipped with smart cards and have up to date DBS checks, allowing them to securely access and operate within both EMIS and SystmOne environments.
Absolutely. We accommodate a hybrid model, you can keep part or all of your current admin/reception team, while CallCare Health takes on the bulk of patient contact and support duties. This enables your in house staff to focus on high value clinical or administrative tasks, while we handle high volume enquiries and routine admin.
Our service helps practices meet Access Recovery targets by reducing call wait times, improving patient access pathways and ensuring demand is managed efficiently. We follow Modern General Practice guidance around navigation, care coordination and digital first contact management.
Yes. All our team members are trained in NHS Care Navigation principles, enabling them to confidently direct patients to the most appropriate service such as pharmacies, community care, or urgent treatment centres, reducing unnecessary GP appointments.
Absolutely. We work with individual practices, PCNs, federations and integrated provider networks. Our model allows shared resourcing, consistent patient experience and aligned workflows across multiple sites.
We follow strict, NHS aligned clinical safety protocols. Urgent cases are escalated immediately using red flag recognition and our teams adhere to each practice’s personalised escalation pathways. Regular audits ensure compliance and patient safety.
Yes. Our structured call handling processes, documentation standards, staff training and data security protocols directly support key CQC domains, including “Safe,” “Responsive” and “Well led.” We can also assist practices preparing for inspections with evidence and reporting.
Our GP call handling service provides fully trained medical receptionists who answer and triage patient calls on behalf of your practice. We manage appointment bookings, cancellations, prescription queries and general enquiries, ensuring your patients receive fast, professional support.
We work seamlessly with leading GP clinical systems such as EMIS, SystmOne, accurx, Vision and more. Our team is trained to follow your practice protocols and record patient information securely and accurately, ensuring smooth continuity of care.
Yes. CallCare Health is fully GDPR compliant and operates to strict NHS data governance standards. All calls are handled in secure UK based centres and our teams are trained in confidentiality, safeguarding and patient data protection.
Absolutely. We provide scalable support to manage high call volumes during peak hours, seasonal demand and crisis situations. Urgent requests are escalated according to your practice’s protocols to ensure safe and timely patient care.
Implementation is simple. Once onboarding begins, we work with your practice to understand workflows, protocols and system access needs. Most practices are fully set up and live within a matter of days.
We integrate with the major NHS primary care clinical systems, including EMIS Web, SystmOne, and Vision. This ensures seamless appointment booking, patient record updates and accurate documentation directly within your existing workflows.
Our team connects through secure, NHS approved remote access methods. This allows our call handlers to work within your system in real time, following the same access protocols and user permissions as your in house staff.
No. We mirror your existing processes, templates and workflows so that our support feels like a direct extension of your reception team. All updates made by our staff appear instantly in your system, ensuring continuity and zero disruption.
We comply with strict NHS data governance standards and use secure connections, role based access and full audit trails. All activity within your clinical system is logged, monitored and aligned to GDPR and NHS Digital security requirements.
Yes. We can integrate with or support the workflows of digital triage systems such as eConsult, Accurx, Klinik and Patchs. Our call handlers can process incoming requests, manage online submissions, book appointments or escalate cases according to your protocols.
Our trained call handlers follow structured triage pathways aligned with NHS guidance. We identify the patient’s need, assess urgency and determine the safest and most appropriate next step, whether that’s booking an appointment, signposting to another service, or escalating to a clinician.
Yes. All team members receive extensive training in red flag recognition, clinical risk awareness, safeguarding and escalation procedures. This ensures urgent concerns such as chest pain, breathing difficulties or severe mental health issues are handled safely and immediately.
Absolutely. We manage non clinical triage (admin queries, prescriptions, appointments, registration) and can also support clinical triage by escalating appropriate cases directly to your duty doctor, ANP or triage team, following your exact protocols.
Yes. During onboarding, we map out your existing triage processes, escalation rules and care navigation pathways. Our call handlers operate strictly within these guidelines to ensure consistency with your in house team.
We use structured prioritisation methods to ensure urgent cases are escalated first, while routine or administrative queries are managed efficiently. Our capacity allows us to handle peak time surges, ensuring no patient with urgent needs experiences excessive delays.
We use advanced telephony platforms built for NHS call handling, including intelligent routing, call queue management and real time monitoring. This ensures fast response times and a consistent patient experience during peak demand.
Yes. All calls are recorded securely and stored in line with NHS and GDPR requirements. Supervisors use real time dashboards and quality tools to monitor performance, support training and maintain clinical safety standards.
Absolutely. Our systems work alongside GP clinical systems (EMIS, SystmOne, Vision) as well as online consultation platforms, digital triage tools and patient messaging systems like Accurx or MJOG. This ensures seamless workflow integration across your practice.
We operate through resilient, cloud based telephony with built in redundancy and automatic failover. This protects your practice from downtime, ensuring patient calls are always answered, even during outages, spikes in demand or local disruptions.
Yes. Our infrastructure is fully scalable, supporting individual practices, multi site groups and entire PCNs. Capacity can be increased instantly to match demand, seasonal pressures or service expansion without additional burden on your staff.
CallCare Health works with a wide range of private healthcare settings from private hospitals and specialist clinics to private GP and dental practices. Whether you’re offering general care, specialist services, dentistry or outpatient treatments, we can tailor our support to your needs.
We handle a full spectrum of services including appointment booking and management (bookings, reschedules, cancellations), 24/7 call and enquiry management, medical enquiries, prescription and medication support, urgent patient support and triage, administrative support such as patient registration, follow ups, test result communications and managing feedback and queries.
Yes. CallCare Health offers flexible integration. This flexibility helps avoid disruptions to your established workflows while still offloading call and admin burden.
Yes. For private sector clients, we offer 24/7 call enquiry management. This ensures that patient enquiries, bookings, urgent concerns or general queries can be handled at any time, helping you deliver a continuous, responsive service.
