Moving to Total Sign Posting at Plashet Medical Practice

Plashet Medical Practice transformed the way patients accessed care by introducing a consistent digital first signposting process across every contact route. Using AccuRx, EMIS and updated telephony, every patient enquiry was captured through a single workflow, creating a more efficient and equitable approach to care navigation.

Key outcomes:

• 📞 33% reduction in phone calls, saving around 8 hours and 40 minutes of call time each week.
• 💻 Around 1,000% increase in online enquiries, successfully shifting demand from telephone to digital channels.
• ⏱️ Over 4 hours of staff time saved each week through shorter call handling.
• 📊 New digital dashboards and KPIs enabled the practice to monitor telephony, online access and appointment utilisation, supporting continuous improvement.
• 👩‍⚕️ Better use of appointments, allowing urgent patients to be prioritised throughout the day while reducing pressure on reception teams

Further information on this case study: https://www.xytal.com/news/view/moving-to-total-signposting-case-study