We’re delighted to announce that Think Healthcare has been awarded the
Improvement Initiative of the Year at the HTN (Health Tech News) Primary
Care Awards. Our Virtual Care Navigator solution has been recognised for
its positive impact on primary care, and we couldn’t be prouder.
The award is more than just a glorious, giant letter H. It highlights the
journey we’ve been on to harness data and make life easier for both
patients and NHS staff. Primary care can get overwhelming in a blink of an
eye, and managing the high volume of phone calls is a common
challenge. So, we set out to dig into why people were calling in the first
place.
Introducing the Virtual Care Navigator
By analysing phone system data, we identified the most frequent reasons
behind patient calls. With these insights, we developed the Virtual Care
Navigator – a smart, easy-to-use tool that helps patients find the
information they need without long wait times.
Our tool is the only appointment booking system specifically built for the
NHS. By automating over 70% of routine phone tasks, it significantly
reduces queue times, freeing up staff to focus on more complex patient
issues. The system also offers 24/7 access to key services, giving patients
the freedom to book, verify, or cancel appointments, request repeat
prescriptions, all through their phone. This continuous availability supports
patients in taking charge of their healthcare at any time, fostering a more
flexible, patient-centred approach.
Jaw-Dropping Results
With a mountain of data at our fingertips we analysed the pre- and post-
VCN numbers and, put simply, we were blown away by the results. Since
launching the VCN, practices have seen an impressive reduction in call
volumes – over a third fewer calls to be exact, giving receptionists more
time to support patients who need more personal assistance.
Reducing the volume of routine calls not only improves operational
efficiency but also enhances patient satisfaction. By minimising
bottlenecks, staff can better utilise their precious time in a hectic ever-
changing work environment. Meanwhile, patients benefit from streamlined
processes, faster service, and the ability to resolve basic needs
independently. This balance between automated efficiency and
personalised care ultimately leads to a more positive healthcare
experience for all.