We are delighted to share that Think Healthcare has won Telecoms Provider of the Year at the National General Practice Awards 2025. This award recognises the work we do with practices across the UK to improve access, reduce pressure on reception teams and make day to day communication more consistent for patients.
A special thank you goes to Horizon Healthcare, whose case study helped demonstrate the real benefits of Virtual Care Navigator (VCN). By using VCN’s deep integration with their NHS clinical system and EPS, they saw 1,500 fewer calls every month and created a simpler, more inclusive way for patients to self-serve by phone. Their approach showed how modern telephony can support people who cannot, or prefer not to, use apps or online systems, while giving staff more time for the conversations that really matter.
This project also highlighted the value of close collaboration. Dave Mills, Head of Health and Care at Think Healthcare, explained: “The success came from designing the system around the practice’s own workflows and focusing on technology that helps rather than replaces human contact”. He added: “The team is proud to work with surgeries that want to make access easier for every patient, whatever their circumstances.”
What made the difference
- Deep NHS system integrations, forged from 10+ years providing NHS virtual receptionists, safely automating patient requests
- Inclusive design that supports patients who rely on the telephone
- Configurations shaped around each practice’s own processes, from total triage and beyond
Looking ahead
- Our new AI version of VCN launches after Christmas
- AiMEE – our new AI voice agent – will support natural conversations and help with
- more complex or open queries
- AI tools will complement existing automation to extend access and reduce pressure on staff
- The goal is simple; modern technology that improves access for all patients without leaving anyone behind
How to explore this for your practice
We are already working with practices and PCNs that want to follow the same model as Horizon Healthcare. If you would like to see how VCN or the upcoming AI version could support your site, we would be very happy to talk.