We are proud to share that Think Healthcare has won two Health Tech Digital Awards 2026: Best Training Solution and Best Communication Solution. Both awards recognise the work our Scotland team has done with Denny Cross Medical Centre, a busy GP training practice in NHS Forth Valley.
The work behind the awards
Since the pandemic, the phone has become the primary way patients access GP care. That shift has created a genuine skills challenge. GP trainees are now expected to assess, triage, and make clinical decisions by phone as a core part of their role, but the tools to train them properly have often not kept pace.
At Denny Cross, that changed when Think Healthcare replaced an unreliable phone system with a stable, cloud-based platform. The practice, which typically has seven or more GP trainees in post at any one time, now uses call recording as the foundation of its training programme. Trainees sit with their mentors and listen back to real patient interactions. They discuss what went well, identify areas to work on, and build their skills through structured, evidence-based review.
Beyond training, the platform has transformed how the practice manages patient access and handles complaints. Callback means patients no longer face long waits on hold. Reliable recordings mean that when a dispute arises, the practice can go straight to the evidence.
As Practice Manager Liz McQuillan puts it: “It’s absolutely amazing for complaints. If a patient says something was said on the phone, we can go back and listen. If you’ve not got call recording, you’re dead in the water.”
What comes next
This is just the beginning. Think Healthcare is developing AI-powered features that will take call recording from a basic compliance tool to a genuinely intelligent coaching resource.
AI sentiment analysis will let supervisors filter recorded calls by how the patient responded emotionally, surfacing difficult interactions automatically rather than relying on random sampling. Alongside this, AI call scoring will allow practices to define what a good call looks like, and have every call assessed against those standards automatically. Trainers will be directed straight to the calls where coaching would make the most difference.
The result is a shift from reactive quality management to something far more useful: targeted, data-driven coaching that helps GPs and reception staff improve continuously.