Readesmoor Medical Group Practice provides Primary Care services as part of the NHS.

Readesmoor Medical Group Practice.

About Readesmoor

Readesmoor Medical Group Practice situated in Congleton, provides Primary Care services as part of the NHS.

The Challenge

Readesmoor initially made contact with CallCare for support in the rollout of the Pfizer vaccine. Their call volumes had become impossible to manage themselves and needed a solution to manage the booking of appointments for the COVID-19 vaccines with a credible trusted supplier, with previous experience working with the NHS.

The Outcome

CallCare were able to provide a dedicated team and be up and running in a matter of days, seamlessly transferring Readesmoor vaccination booking calls over to the CallCare team on hand. CallCare managed the inbound calls, working on a first come first serve basis, booking Readesmoor’s available appointment slots, and also provided an outbound service to prioritise the booking of elderly and vulnerable patients and ensure they were booked in for the first wave of available vaccines.


2 appointments per 975 vaccines were booked 21 days apart for each patient and an SMS solution was implemented to communicate and confirm appointments. CallCare were also able to provide messaging inline with the practices developing response via SMS and recorded message updates on the booking line, enabling the signposting and streamlining of patients.


Once appointments had started to fill up, Readesmoor were told the vaccines would not arrive in time and used CallCare to successfully move 400 patients into alternative appointment slots.

Lysa Hasler

“Even under normal circumstances, our reception team manages a high volume of calls on a daily basis but since the start of the coronavirus pandemic our call volumes have increased exponentially. Once news of the vaccine was announced, it became impossible for us to manage the massive influx of calls we were receiving each day.


Being able to set up a dedicated vaccination booking service has not only helped alleviate the pressure on staff but also provides an essential and reliable service for our patients, many of whom are understandably desperate to secure a vaccination appointment. We were happy to appoint CallCare to take on this service on our behalf due to its reputation for customer service excellence in managing NHS helplines, including other COVID response helplines.”


Lysa Hasler – Practice Business Manager

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