ROLE PATHWAY

Care navigator & receptionist

Our learning paths are carefully curated to help you deliver the best possible experience for staff and patients.

Master the tools needed to navigate the ‘8am rush’ with confidence. This journey equips you with efficient call-handling techniques via the functionality of the Surgery Connect Phonebar, automated appointment management workflows, and transparency tools that reduce patient frustration and ensure a smoother, more organised ‘front-of-house’ experience.

We have created a series of courses, webinars, and resources to help you achieve this goal.

Key courses:

  • Optimising practice performance with Surgery Insights

    This course provides a comprehensive overview of how to navigate and utilise the Surgery Insights dashboards to help drive practice performance.

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  • Mastering the Phonebar 2026 (EMIS Web)

    The Mastering the Phonebar course for EMIS users covers everything you need to build the skills, knowledge and confidence of Phonebar users within your practice.

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  • Getting started with the Phonebar (Medicus)

    Learn the key features and functionalities of the Phonebar and is perfect for beginning your Surgery Connect journey

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  • Getting started with the Phonebar (Vision)

    Learn the key features and functionalities of the Phonebar and is perfect for beginning your Surgery Connect journey

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  • Streamlining your booking process with Surgery-Led Appointment Booking (BETA)

    Learn to use Appointment Booking Links to send secure, automated SMS invitations that empower patients to self-serve, reducing call volumes and streamlining clinic management.

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  • Getting started with the Non-Integrated Phonebar

    Gain the essential skills to start utilising the Non-Integrated Phonebar and discover its benefits.

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Watch and learn

  • Equity of access: Introducing Omni Consultations

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    Streamline patient access with a unified workflow that handles voice, digital, and staff-supported requests. This session features a live Voice Agent demo, showing how automated call-ins capture structured data to ease form reliance and reduce queues. You will learn to lower call volumes via self-booking, automate triage with Surgery Assist, and ensure true patient choice, all while accessing the CPD-certified training needed for a smooth rollout.

  • Streamline workflows with Advanced Clinical Systems Integration

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    Advanced integration via API access to the clinical management system enables a range of enhanced features to be delivered by cloud based telephony whilst providing greater safety and compliance.

  • Improve the patient journey with Patient Callback

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    The concept is simple – place your patients in a virtual queue, let them go about their day (saving time and money) and automatically call them back when they reach the front of the queue.

  • Enabling patient empowerment with Check & Cancel

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    The Check and Cancel self-serve option allows patients to check their upcoming appointments or cancel them at their convenience, without needing to speak with reception.

  • Maximising the power of the Phonebar – EMIS

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    Take a comprehensive overview of the advantages of implementing advanced Menus with smart call routing options within your Surgery Connect system.

  • Maximising the power of the Phonebar – SystmOne

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    The Phonebar is a small but powerful desktop app that gives access to Surgery Connect features for your staff.

Related resources:

General resources:

Help centre

Phonebar Prompt Card

Call Routing considerations checklist

Check and Cancel troubleshooting

Patient-facing resources – Supporting successful adoption:

Our collection of Patient-Facing resources makes it simple to promote new features to your patients.

Surgery Assist

Check and Cancel

Surgery Connect

Surgery-Led Appointment Bookings

Surgery Intellect

Case studies:

Reducing call wait times at Whitehill Surgery

Golborne Canalside Health Centre uses integrated AVT to reduce after-hours admin

Keppoch Medical Practice supports out-of-hours patient access through Surgery Assist

Alexander House Surgery enhances equitable access with Voice Agent