Associate feature: Future-Proofing NHS Scotland’s Access Without New Funding

Phones Still Dominate Patient Access – And Mustn’t Be Overlooked

When it comes to digital transformation in healthcare, comparison between NHS England and NHS Scotland reveals an important truth: national funding frameworks can help, but they are not the only route to progress. With the right local partnerships and smart, sustainable technology adoption, Scotland can continue to lead improvements in patient experience – despite the current funding challenges.

One key area where this opportunity is clear is cloud telephony.

Phones remain the number one way patients access their GP practices, with NHS figures showing 68% of patients prefer this method over online alternatives. This reality is often overlooked when discussions about ‘digital front doors’ focus heavily on websites and apps. In truth, a modern, resilient phone system underpins almost every patient interaction – especially for vulnerable groups or those without easy access to online services.

England’s Framework Advantage – and Scotland’s Opportunity

In England, the NHS England Better Purchasing Framework (BPF) has helped practices make the switch to advanced cloud telephony ahead of the national copper (PSTN) network switch-off. This has improved patient access and practice efficiency significantly, at scale. Meanwhile in Scotland, practices do not yet have a funded, formal route to make the same transition. New Scottish Government technology guidelines offer helpful direction, but are advisory only.

Without a framework and funding equivalent to England’s, it could be easy to assume that widespread telephony upgrades are out of reach for NHS Scotland. However, that doesn’t have to be the case.

A Voluntary ‘Trusted Provider’ Model for Progress

At Think Healthcare, we believe collaboration between expert providers and government can unlock digital progress without needing the significant financial and administrative burden of a national procurement framework. We recently proposed a voluntary ‘Trusted Provider Agreement’ model to Scottish Government – designed to bring many of the benefits of a formal framework without the cost, complexity, or delays.

Under this model, practices would be protected from unexpected costs, benefit from preferential pricing, and gain access to technology that meets Scotland’s technical standards and strategic priorities. Importantly, it also offers a dedicated roadmap to ensure Scotland’s unique needs are prioritised – rather than simply applying a UK-wide solution.

Blending Traditional and Digital Access

Two technologies are central to this:

• Advanced Cloud Telephony: Offering practices a more resilient, flexible, and future-proof phone system. Features like intelligent call routing, automatic callback, and detailed analytics ensure patients experience shorter waits, and fairer access for the most vulnerable.
• Virtual Care Navigator: Our digital phone-based self-service tool that helps patients manage common tasks – such as booking appointments or requesting repeat prescriptions over the phone – without always needing to speak to a receptionist. This reduces call volumes, freeing up practice teams to focus on more complex patient needs.

With advanced integrations into Scotland’s leading clinical system as well as many online consult platforms, adopting these technologies together strengthens the ‘digital front door’ to primary care, blending traditional and digital access to support all patient groups.

Progress Without Waiting

We recognise that national funding for cloud telephony may not be immediately available in Scotland. But this should not delay vital improvements to patient access and practice resilience – especially with the PSTN switch-off fast approaching.

By working in partnership with Scotland based experts, aligning to Scottish strategies, and ensuring affordability at practice level, digital progress can be made now. It’s not about selling a product. It’s about building a sustainable, future-proof foundation for primary care – one that gives every patient a better experience, and every practice the tools they need to deliver it.

NHS Scotland has already shown leadership in areas like digital prescribing and remote consultations. By applying the same innovation to primary care telephony, Scotland can once again set a standard others will follow.

This article is sponsored by Think Healthcare. Think Healthcare by Focus Group is the leading provider of NHS tailored communication in Scotland, delivered from our local bases in Glasgow, Edinburgh, Carlisle & Inverness. 

www.think-healthcare.co.uk