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Meet Virtual Care Navigator, a state-of-the-art automated patient service solution.

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Horizon Healthcare

Horizon Healthcare wanted to improve patient access without losing the value of human contact. They found most calls were administrative, taking receptionists away from direct patient support.

The Challenge

Horizon Healthcare set out to improve patient access, but firmly believed that removing human contact wasn’t the solution. Like many practices, they faced growing pressure to adopt digital triage tools. However, they recognised that their staff delivered the greatest value through personal service, especially when it came to appointments.

By analysing data from their phone system, Horizon discovered that most incoming calls were administrative rather than clinical.

Receptionists were spending significant time managing fit note requests, prescription queries, booking routine appointments, requests for copies of records, reports, and referral chases, leaving less time to support patients with direct care needs.

The Solution

Instead of replacing staff with technology, Horizon chose to empower their team with it.

They implemented Think Healthcare’s NHS-specific phone system alongside the Virtual Care Navigator (VCN), a solution designed to automate the whole range of tasks a receptionist performs.

Tailored to Horizon’s team structure and clinical systems, VCN handled common admin and appointment requests via phone, with no need for apps or logins. Key features included:

  • Fit note (Med3) requests
  • Prescription queries and repeat requests, sent directly to the Clinical Pharmacy team inbox
  • Referral and test result chasing
  • chasing reports and SARs
  • Structured pharmacist reviews, with PIN-protected booking links
  • Booking of routine Practice Nurse and phlebotomy appointments, with PIN-protected booking links
  • Requests for booking appointments with ARRS staff
  • Plus, other general admin-related queries, which can be allocated to an admin task rota for a response from the appropriate team.

Thanks to integrated task routing, requests were automatically directed to the appropriate team, allowing reception staff to focus on patients needing appointments and care support.

The Results

  • Up to 1,500 fewer calls per month, significantly reducing pressure on phone lines
  • Admin tasks handled automatically, eliminating queues and wait times
  • Positive feedback on access, patients are increasingly choosing the Virtual Care Navigator
  • 24/7 self-service via phone, with no apps or logins required
  • Enhanced digital inclusion, supporting vulnerable and offline patients
  • Receptionists freed up to provide personal support for appointment needs
  • Future-ready setup for flu clinics and recall booking campaigns
  • Reducing the need for further recruitment by routing patient queries and requests to achieve the desired outcome

Practice Feedback

“We didn’t want to automate GP booking, that’s where the human touch is needed. Instead, we used the system to take away all the admin calls. Patients can still pick up the phone and get what they need without being online. It’s transformed our phone lines, freed up our receptionists, and helped us support the patients who need us most.”

“We knew the value of our reception team was in supporting patients with appointments, not being tied up with admin and routine requests. By adding the Virtual Care Navigator to our phone system, we’ve automated routine tasks and appointment booking like fit notes, prescription queries and routine appointment booking, without removing the human touch where it matters. Patients can still call us and get what they need during normal opening hours alongside VCN and also access the surgery 24/7 without needing to go online. It’s transformed our phone lines, reduced pressure on staff, and helped us focus on delivering care.”

Tina Hall – Business Manager (Horizon Healthcare)