Discover how QuantumLoopAi helped an NHS GP surgery elevate its GP Patient Survey (GPPS) scores by transforming patient call experiences. By eliminating call waiting times and handling high volumes seamlessly, the automated system allowed reception staff to focus on personalised care.
This case study highlights the impact of QuantumLoopAi on patient satisfaction—improving accessibility, reducing call drop rates, and boosting survey responses for a practice with over 10,200 patients.
With QuantumLoopAi, QL Surgery saw a substantial increase in positive patient interactions, contributing to enhanced performance metrics and overall care quality.
Priorities Addressed
The surgery’s GP Patient Survey (GPPS) scores were low, with significant dissatisfaction around ease of contact and patient interactions. The team of 8 receptionists were stretched too thin handling calls and providing adequate care navigation for patients.
63%
increase in patient submissions, directly impacting service accessibility
41%
of dropped calls re-engaged, connecting more patients to the care they need
How QuantumLoopAi Helped
QuantumLoopAi resolved accessibility issues by answering every call automatically, removing call waiting times.
The 8am rush was handled by the system handling an unlimited number of simultaneous calls, capturing details into Accurx forms and enabling reception staff to follow up with personalised care navigation where appropriate.
This responsiveness contributed to a positive shift in patient perceptions, leading to higher satisfaction and improved survey responses.
Outcome
- 63% increase in patient submissions, directly impacting service accessibility
- GPPS scores improved with patients noting faster and friendlier service
- A reduction in negative survey responses, enhancing key performance metrics for the surgery's CQC ratings
- 41% of dropped calls were re-engaged, ensuring more patients received the care they need
Timeframe
Initial implementation took 2 weeks, going live for 100% of calls at the end of this time.
