Surgery Connect

The integrated, cloud-based communications platform designed specifically for the healthcare sector.

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What is

Surgery Connect?

Surgery Connect is the integrated, healthcare telephony solution being used throughout the UK to deliver better patient experiences and enhance practice operations.


Designed and developed in collaboration with GPs and practice managers, Surgery Connect was purpose-built to meet the needs of today’s healthcare professionals. It offers the ideal combination of powerful, yet intuitive, call handling and compliant call recording; plus automated appointment setting workflows and a wealth of management information.


Surgery Connect integrates seamlessly with clinical systems to provide real-time performance analytics, enabling primary care practices to be more data driven and make better informed decisions. Secure by design, Surgery Connect also delivers process improvements, benefiting staff and patients alike.


Key Features:

  • Appointments & Notifications
  • Call Handling & Recording
  • Reporting & Analytics
  • Video Consultation


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    Appointments & Notifications

    Designed to help GP surgeries manage the demand for appointments and reduce the administrative burden on staff.


    Automated workflows can be programmed in advance. For example, automated messages can be triggered when no further appointment slots are available; saving time for both staff and patients.


    A single call handler at one location can support appointment setting across multiple practices. Alternatively, patients can leverage self-service functionality to book, check, edit or cancel appointments using voice recognition, providing further process efficiencies.

    Call Handling & Recording

    Advanced contact centre and call handling functionality provides essential call management support for primary care institutions and enables patients to access a range of healthcare services, either through a single contact number or surgery-specific numbers.


    • advanced call routing options- support for telephone triage
    • call and video consultation recordings can be linked to individual patient records
    • single click calling of patients from clinical records
    • queue busting options with automatic callback
    • leverage calendar events to control hours and days of operation
    • compliant call monitoring for staff training

    Reporting and Analytics

    Surgery Connect comes with a suite of intuitive management reporting tools that enable detailed analysis of everything from call volumes to average call duration, time to answer, call abandonment levels and more.


    Run, publish and share reports with staff and practice managers as required. Browse summary reports or drill down to granular detail to identify any areas where improvements can be made.


    Surgery Connect delivers a wealth of business intelligence, helping practice managers to make better informed decisions and improve call flows and patient engagement. An optional wallboard can provide admin staff with real-time call statuses, further supporting rapid decision making and the re-allocation of resources to meet changes in demand.

    Video Consultation

    During the pandemic, the use of video consultation enabled significant numbers of patients to “see” their medical practitioner without leaving their home.


    Now a mandated NHS requirement, video consultations improve patient access and increase practice efficiency, providing an effective vehicle for patient triage.


    Surgery Connect provides a secure, reliable video service, accessible at any time. Clinicians send a unique, single-use link to patients, via SMS or email. The patient simply clicks the link, there’s no need to download an app, and the video session begins.


    The video service is fully integrated, so clinicians are free to move between phone and video calls as required. All video calls are encrypted for patient security and confidentiality.

    AdEPT Vast Healthcare Experience

    As one of the UK’s leading providers of telephony and communication services in the primary care sector, AdEPT supports over 800 NHS trusts and GP surgeries, maintaining vital links between staff and patients.


    AdEPT is providing high speed connectivity to 400 hospitals, hospices and GP surgeries as part of the HSCN project, and is providing services to 70% of London’s private hospitals.


    When providing solutions for healthcare organisations, there can be no margin for error. Be it a GP’s office or a hospital trust, people are dependent on resilient services that are up to the task for their well-being.

    Complete Eco-System

    • Appointments management – improves the patient’s experience and helps reduce stress.
    • Call handling and recording – helps ensure calls are answered and actioned.
    • Reporting – allocate resources to areas with the most need.
    • Telephone triage – click and call patients directly from their record.
    • Video Consultation – one-click link to launch video, no download needed.
    • Simple Billing – one supplier, one bill
    • Latest Technology – contact centre class system

    How can we help?

    AdEPT empower organisations by uniting their technology, networking and data, providing seamless communication and the confidence to innovate. All underpinned by the latest security. And all with minimal fuss. We are perfectly placed to deliver a service you can trust. You can read more about some of our recent work in this area, by reading our case studies.