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Secondary Care

Secondary Care

In the fast paced world of secondary care, every interaction matters.
Patients, families and healthcare professionals rely on clear communication, timely responses and efficient coordination.
At CallCare Health, we provide specialist patient support services tailored to meet the needs of hospitals, specialist clinics, and other secondary 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 advisors 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 service.

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

Often managing high volumes of patient enquiries, appointment requests, and medical concerns. Our expert patient support services  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.

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 secondary care sector

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.

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.

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.

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. 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.

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.

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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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