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Primary Care

In primary care, effective communication is essential to delivering outstanding patient support. Whether it’s managing appointment bookings, handling patient enquiries, or providing urgent call triage, every interaction plays a vital role in ensuring smooth operations and quality care. At CallCare Health, we offer professional patient communication services designed to support GP practices, dental clinics, and other primary care providers.

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Appointment
Booking

Our Appointment Management service ensures your patients can easily book, amend, or cancel appointments with minimal hassle.

CallCare Health offering phone appointment support for GP Surgeries

Patient
triage

Clinically trained care coordinators deliver accurate and efficient medical triage, ensuring patients are directed to the right care at the right time.

CallCare Health offering medically trained enquiry patient support for GP surgeries

Medication
Support

Ensure your patients receive timely and accurate assistance with their prescriptions and medication queries with our medication support

CallCare Health offering prescription and enquiry support to GP practices
CallCare Health

Patient support tailored to your individual practice.

Appointment Booking & Management

Scheduling appointments efficiently is crucial to reducing waiting times and ensuring patient satisfaction

24/7 Call Enquiry Management

GP practices receive an overwhelming number of calls, emails and enquiries daily and managing them efficiently is essential for both patient care and operational effectiveness.

Medical Enquiries & Prescription Requests

Patients often have questions regarding symptoms, prescriptions, test results and ongoing treatment. Our medically trained staff are equipped to answer and help with these enquiries.

Efficient & professional patient experience management for GP Surgeries

General Practice (GP) surgeries are the backbone of primary healthcare, often managing high volumes of patient enquiries, appointment requests, and medical concerns. Our expert patient support services for GP practices ensure efficient communication, reduce administrative burden, and enhance patient experience. With medically trained staff and full compliance with NHS guidelines, we provide a seamless extension of your practice’s frontline support.

Never Miss a Patient Enquiry

GP practices receive an overwhelming number of calls daily, and managing them efficiently is essential for both patient care and operational effectiveness. Our 24/7 patient management service ensures that:
  • Patients can book or reschedule appointments at any time.
  • Urgent calls are prioritised and directed appropriately.
  • Routine queries are handled professionally without overloading reception staff.

Appointment Booking & Management

Scheduling appointments efficiently is crucial to reducing waiting times and ensuring patient satisfaction. Our team assists with:
  • Booking, rescheduling, and cancelling GP appointments.
  • Sending SMS and email reminders to reduce no-shows.
  • Managing seasonal demand, including flu clinics and vaccination appointments.
  • Coordinating specialist referrals and follow-up consultations.

Handling Medical Enquiries & Prescription Requests

Patients often have questions regarding symptoms, prescriptions, and ongoing treatment. Our medically trained staff are equipped to:
  • Provide information on repeat prescriptions and medication collection.
  • Guide patients on when to seek urgent medical attention.
  • Direct clinical queries to the appropriate GP or specialist.
  • Support digital and telephone triage services.
  • Deliver clear, compassionate signposting to the right service at the right time.

Emergency patient support & Urgent Patient Support

Quick response times can be critical in emergency situations. Our patient support services include:
  • Identifying emergency calls and directing them to the appropriate NHS service.
  • Liaising with on-call doctors and urgent care teams.
  • Escalating time-sensitive medical concerns to the relevant practitioners.

Admin Support for GP Practices

By managing non-clinical administrative tasks, we help free up time for medical professionals. Our support includes:
  • Registering new patients and verifying details.
  • Managing outbound calls for test result notifications and follow-ups.
  • Handling patient feedback, complaints, and service enquiries.

Frequently asked questions about our services for the primary care sector

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.

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.

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, 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.

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

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.

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.

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.

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© 1998 - 2026 • ICXPE Medical Ltd trading as CallCare Health • Company number 16218453 • Twenty One, Knightsbridge, London, SW1X 7LY.

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Contact Info

CallCare Health

Email: Email address to go here
Tel: 0845 056 1156

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