What’s most important to our patients is that when they are ill or concerned about a health issue they receive clinical advice and treatment when needed. What’s important to us is that this happens in a manner that is most convenient and appropriate for patients whilst valuing their time. So, if the care can be provided safely by talking to a GP or nurse on the phone, that saves the patient time coming into the practice. Equally, if a face to face appointment is required, the GP and patient together can plan that visit together.
We redesign the daily practice templates to give GPs time at the beginning of the day to talk to their patients requesting a same day appointment. Reassuring for the patient and more efficient for the practice.
Triage outcomes from our latest evaluation EY HCH Evaluation April 18
Average Outcomes from Telephone Assessment and Treatment of Those Requesting Same Day GP Appointment
speak to GP within 30 minutes of ringing for appointment
speak to own GP
managed with clinical advice only, or with script
patient time saved per call
Given same day appointment
Given same day phone consult
Offered appointment later in the week or appointment with more appropriate professional
“In my typical day, I will be on the phone triaging for the Patient Access Centre first thing, we will have a daily huddle at 8.45am, and then the rest of the day will be spent on face-to-face and virtual consults. These are great for follow-up if no physical exam is needed.”Dr John Morgan