Explore how QuantumLoopAi enabled QL Surgery to streamline call handling and secure essential NHS Capacity & Access Payments (CAP). By automating 84% of calls, the surgery met stringent service quality benchmarks, ensuring rapid response times and reliable data for CAP funding eligibility.
This case study demonstrates the value of automated call management—not only in enhancing service delivery but also in simplifying CAP claims, providing immediate, measurable improvements and a seamless path to ongoing funding for a busy practice serving over 6,800 patients.
Priorities Addressed
Meeting the requirements for CAP funding was challenging due to unmet service quality targets, including incomplete call handling. Missed calls and long wait times hindered the surgery from qualifying for full CAP payments.
100%
of calls answered within three rings, ensuring eligibility for CAP funding
129%
increase in patient detail forms submitted each day
How QuantumLoopAi helped
QuantumLoopAi’s automated call system processes all patient calls swiftly and provides accurate data, meeting NHS KPIs and CAP criteria. This empowered the surgery to claim funding effectively by fulfilling mandated metrics.
Digitalisation of call handling meant that reporting on call volumes, speed of answering and access to care improvements were easily available to support claims for CAP funding.
Future CAP funding access is automatically assumed from now on, as the surgery continues to use QuantumLoopAi for call handling.
Outcome
- 84% of calls handled automatically, allowing the surgery to meet SLAs
- 100% of calls answered within three rings, ensuring eligibility for CAP funding
- 129% increase in patient detail forms submitted, demonstrating improved performance
- Generated necessary metrics, aligning with CAP requirements
Timeframe
Initial implementation took 3 weeks, going live for 100% of calls at the end of this time.
