Case Study: Federation-Wide Cloud-Based Telephony Implementation

The Challenge

A GP Federation sought to streamline and enhance telephone access across its member practices. Each practice was tied to a different telephony provider, with varying contract terms and significant buy-out clauses. The inconsistent technology landscape meant that practices were using systems in bespoke ways, aligned only to their individual needs and patient populations.

This variation created substantial challenges. Differing system capabilities and reporting standards meant it was nearly impossible to understand overall demand, pressure points, call volumes or patient access trends at a federation level. The lack of unified data also limited the federation's ability to improve service design or integrate effectively with other local care providers.

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Our Work

Hill Health scoped the functionality of available cloud-based telephony providers and conducted a benefits realisation exercise. We engaged with each member practice to understand their specific barriers to switching, their daily operational requirements, and what additional functionality would add value.

We supported the federation through the full procurement process, including detailed market engagement and system evaluation. Given the volume of practices involved, we successfully negotiated a reduced rate with the preferred provider lower than what individual practices would have secured independently. We also led on direct negotiations with incumbent providers to reduce contract buy-out costs, ensuring that any charges incurred were proportionate and fair.

To remove remaining barriers, we supported a successful application for external funding to cover the transition costs, including any remaining buy-out liabilities. This enabled practices to make the move without financial risk and ensured full participation across the network.

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The Outcome

We led the move to a single cloud-based provider across the federation, unlocking the ability to gather consistent, meaningful telephony data.

With all practices using the same system, the federation gained insight into call volume trends, peak-time pressures and unmet demand across the network. This allowed better planning and optimisation of access models and opened opportunities for integration with community and urgent care partners.

The project aligned with national ambitions to modernise primary care infrastructure, particularly as cloud-based telephony has become a core requirement within the NHS Digital agenda to improve patient access, enable flexible working and support more integrated models of care.

This work enabled not just a technical transition, but a service improvement opportunity—strengthening primary care access, data visibility and system-wide coordination, while reducing complexity and improving value for money.

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If your organisation is looking to improve access, standardise service delivery or realise more value from digital infrastructure, we’d welcome a conversation.