| System | Frimley Heath |
| Location | Hampshire |
| Practice Size | 10,000+ registered patients |
| Demographics | Ageing population, mixed socio-economic background |
| Digital Maturity (Pre-Xytal) | High – already modernised, strong MDT alignment, digitised workflows |
Contributor: Patrick Denston, Practice Business Manager & PCN Digital Transformation Manager
Overview
Alexander House Surgery had already made impressive strides in digital innovation and process improvement. But like many organisations, they reached a point where progress plateaued. This case study explores how partnering with Xytal reignited their transformation journey, unlocking further efficiencies, boosting patient satisfaction, and improving staff morale through a structured and supportive approach.
The Challenge
The ChallengeDespite early successes in modernising operations, the surgery faced a standstill. Internal efforts to solve new problems weren’t delivering the same results. Leadership recognised that while the culture was positive and systems were in place, they needed external expertise to move beyond the plateau.
“We had reached a stage where we had hit a temporary wall. We needed a spark, something external to help us move forward with the same purpose and momentum.”
– Patrick Denston
Why Xytal
Initially met with some scepticism, the idea of involving a transformation partner felt redundant to an already high-performing team. However, expectations shifted the moment Xytal assigned a dedicated Advisor, Daniel, who brought a structured yet practical methodology to the table.
“We thought, ‘we’re already a bright team, what more could they offer?’ But Daniel’s input made us see things differently almost immediately.”
The Xytal Approach
Xytal’s intervention was built on for key principles:
- Listen first, act second – Understanding context before making suggestions.
- Low-disruption change – Focusing on practical, incremental improvements.
- Empowering the team – Transferring skills and frameworks to the practice.
- Build trust – Through results.
Daniel became embedded within the team—not just a consultant, but a trusted part of the transformation culture.
“Having this professional support, a proper transformation partner… brought that transferable knowledge… and the respect earned, Daniel fast became one of our own.”
Key results
Reduced Phone Call Volume by 7% – A simple feature activation—‘check and cancel’ via Surgery Connect—led to an overnight reduction in inbound phone calls.
20% Fewer Manual Prescription Requests – By reframing patient communications, paper-based requests shifted to digital channels, improving efficiency and convenience.
5-Second Reduction in Phone Wait Time – Despite already being below national benchmarks, further optimisation shaved critical seconds off call times—improving patient experience.
Fewer Errors and Admin Delays – Improved workflows and clearer communications led to noticeable reductions in administrative errors—freeing up hours of staff time daily.
8% Growth in NHS App Adoption – NHS app uptake jumped to 78%—well above national averages—demonstrating strong engagement following the intervention.
Patient Satisfaction Up to 4.2 Stars – Ongoing gains helped push their Google review rating from 3.8 to 4.2, with staff and patients alike acknowledging the improvements.
Cultural and Operational Impact
- Staff morale increased as workflows became more efficient and manageable.
- Leadership confidence grew as they witnessed continuous improvements, even in already optimised areas.
- Collaboration between roles deepened, with a shared sense of ownership over change.
- Proactive mindset replaced reactive problem-solving.
“The transformation process never felt uncomfortable or judgemental. It helped surface the right answers, layer by layer.”
Lessons Learnt
- Change is a team sport – It requires collaboration across all roles: management, admin, and clinical staff.
- You need outside perspective – Internal efforts can only go so far without external objectivity and expertise.
- Every comment is a clue – Staff feedback, once seen as a burden, became the start of new improvement opportunities.
- Sustained improvement is possible – Even when things are “already good,” there’s always more to gain.
“We’ve learned to ask ourselves: What would Daniel do? That mindset has embedded itself across our practice.”
Conclusion
This case study exemplifies how working with a skilled transformation partner can reignite progress, even in already high-performing environments. Through small, thoughtful changes, Xytal helped Alexander House Surgery reach new heights in efficiency, care quality, and patient satisfaction.
“My experience has completely changed my perspective on external support. Xytal exceeded every expectation, without ever asking us to slow down.”
Read Patrick Denston’s blog of how his team at Alexander House Surgery revived their transformation journey with Xytal’s guidance. How practical, people-focused changes delivered real, lasting impact: Alexander House Surgery’s Journey in Digital Transformation
