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Digital & Transformation Support

Sale Central PCN

System-wide results at a glance

69

Previously unused features were brought online within months

5

Practices supported with targeted reviews, call data analysis, and tailored action plans

455

Monthly calls reduced at Firsway Health Centre through better digital signposting

Under 2 mins

Average call answer time maintained even with more advanced menu systems

Callback Usage

Spiked as patients gained more control over their contact method

Messages

Upgraded across all practices to meet standards and reduce frustration

Explore the Full Case Study in Comic Format

We turned Sale Central’s telephony improvement journey into a visual story—illustrating how practical configuration and targeted advice can transform digital access at scale. 

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The 8-step approach behind the transformation

1

Identified the Opportunity

Redmoor was commissioned to support Sale Central PCN following cloud telephony upgrades that hadn’t yet delivered on access expectations.
2

Listened to the Experience

Mystery shopper calls and call data helped surface bottlenecks, patient drop-off points, and missing features.
3

Mapped the Journey

Each practice’s call flow was audited—from call tree structure to NHS App promotion, callback functions, and routing logic.
4

Delivered a Clear Plan

Tailored recommendations covered missed call handling, message scripting, queue management, and feature enablement.
5

Upgraded Features Fast

Within months, 69% of missing features (like referrals, test results, and callback) were enabled across the network.
6

Drove Measurable Change

Washway Road cut 346 calls/month. Firsway reduced calls by 455 and cut abandoned calls by 162.
7

Maintained High Responsiveness

Despite greater menu complexity, average answer times across the PCN remained under 2 minutes.
8

Built a Consistent Standard

Each practice now operates with a consistent, patient-focused approach—improving experience and supporting Modern General Practice Access.

Interested in Taking a Similar Approach? We support ICBs, systems and PCNs to design and deliver practical digital transformation programmes that work. 

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