GP Trusted Tools

Tool Category: Telephony & phone systems

  • Surgery Connect

    Surgery Connect is described as the UK’s leading GP telephony platform, serving 3,500+ practices. It is a cloud-based (VoIP) phone system built for general practice, with call handling, routing, patient self-service, call recording and analytics, plus clinical-system screen-pop and click-to-dial.

    Pricing

    Not openly published — quote-based, procured via the NHS Advanced Telephony Better Purchasing Framework (BPf), through which NHS funding may be available. Confirm with the supplier and your ICB.

    Function

    Beyond core cloud calling it adds a Phonebar desktop client, X-Flow drag-and-drop call-flow design, real-time and historical analytics with wallboard displays, AI voicemail transcription and summarisation, and patient self-service (Check and Cancel, appointment booking via secure SMS links). It integrates with EMIS Web, SystmOne and Vision for screen-pop patient identification, click-to-dial, and automatic filing of calls, SMS and photos to the record. BPf-assured, with six ISO certifications.

    Ease of setup

    Supplier-led and procured through the BPf framework, so migration from a legacy phone system is a managed project with the vendor. Setup includes number porting, call-flow configuration, clinical-system integration and staff training.

    Ease of use

    The desktop Phonebar, screen-pop and click-to-dial are designed to keep call handling tight and tied to the patient record. Call-flow customisation gives practice managers control, with analytics for monitoring performance. Vendor-cited benefits (e.g. self-service reducing inbound calls) are supplier figures — look to on-site reviews for real experience.

    Applications / best fit

    Broad fit across practice sizes and all three clinical systems, and often chosen by larger practices and PCNs wanting rich call analytics and self-service. The three-system integration (including Vision) is a plus. Reviewer context — list size, call volumes, clinical system — matters.

    Things to check before buying

    Total cost against BPf funding available to you, contract length and support/SLA, migration and number-porting effort, which features are included vs chargeable add-ons, and how deeply it integrates with your specific clinical system.

    Compare with

    babblevoice and Think Healthcare — see the other telephony pages.

    X-on Health

  • babblevoice

    babblevoice is a cloud telephone system built specifically for general practice, “designed by GPs for GPs”, bundling several surgery systems into one. A notable differentiator is that it operates with no minimum-term contract and publishes its pricing.

    Pricing

    Among the more transparent in the market. A typical set-up costs around £5,000 (network survey, handsets, headsets, routers, switches, installation and training). Calls are roughly 1p/min to landlines at peak and 4.5p/min to mobiles; babblevoice surgeries spend around £25 a month on calls per 1,000 patients on average. There is no minimum-term contract. Confirm current rates with the supplier. It is also procured via the NHS Advanced Telephony Better Purchasing Framework (BPf), through which NHS funding may be available.

    Function

    It includes a desktop softphone (babblevoice Desktop) with EMIS/SystmOne integration and hot-desking, automatic NHS-compliant call recording and storage, per-call metrics, and an automated module letting patients book and manage appointments from their handset keypad (which also supports online-booking targets). Call recording/storage is DSPT- and ISO 27001-compliant.

    Ease of setup

    Supplier-led with an up-front set-up covering the network survey, hardware and training. The no-minimum-term contract is a notable differentiator, lowering the commitment risk of switching. Number porting and clinical-system integration are handled as part of onboarding.

    Ease of use

    Positioned as intelligent and easy to use, with the softphone letting staff work from any internet-enabled device — useful for hot-desking and remote/branch working. Reviewer experience on call quality and day-to-day handling will be the useful signal here.

    Applications / best fit

    Its published pricing and contract-free model make it particularly worth a look for smaller and cost-conscious practices, and those wary of long tie-ins — though it suits practices of various sizes. Currently integrates with EMIS and SystmOne (confirm Vision support if relevant). Reviewer context — list size, single vs branch sites, clinical system — matters.

    Things to check before buying

    Total first-year cost including set-up and call charges against BPf funding, exact clinical-system support for your setup, call quality/reliability in your area, and support arrangements.

    Compare with

    Surgery Connect and Think Healthcare — see the other telephony pages.

    Babble Ltd

  • Think Healthcare

    Think Healthcare provides Ascend Cloud Telephony, pairing VoIP with contact-centre features aimed at higher-volume GP call handling. It supports 1,000+ practices and was founded by former NHS professionals.

    Pricing

    Not openly published — quote-based, procured via the NHS Advanced Telephony Better Purchasing Framework (BPf), through which NHS funding may be available. Confirm with the supplier and your ICB.

    Function

    Features include patient pop-ups showing caller demographics, one-click record access, custom notes/alerts (e.g. flagging palliative patients or QOF reminders), VIP routing to move emergency or palliative callers to the front of the queue, unlimited lines with dynamic routing for vulnerable patients, auto-callback, and a Virtual Care Navigator that automates repeat admin tasks. It integrates with EMIS, SystmOne and Vision (patient pop-ups, one-click record access, click-to-call). The company cites 99.999% uptime.

    Ease of setup

    Supplier-led and procured through the BPf framework, so switching is a managed migration. Setup covers number porting, routing/queue configuration, clinical-system integration and staff training on the contact-centre tools.

    Ease of use

    The contact-centre orientation (routing tables, wallboards, auto-callback, alerts) suits teams managing high call volumes and wanting fine control over prioritisation. Uptime and routing features are selling points; reviewer experience will show how it performs day to day.

    Applications / best fit

    Leans towards practices and PCNs that want contact-centre-grade call management and prioritisation. Three-system integration (including Vision) is a plus. Reviewer context — call volumes, list size, clinical system, single vs PCN-scale — matters.

    Things to check before buying

    Total cost against BPf funding, contract length and SLA (given the uptime claims), migration/number-porting effort, which contact-centre features are included vs add-ons, and depth of integration with your clinical system.

    Compare with

    Surgery Connect and babblevoice — see the other telephony pages.

    Think Healthcare