The NHS guidance emphasizes the importance of triage and navigation processes in assessing patients’ needs and providing them with the most suitable care from the appropriate staff members, considering the urgency of their issues. In light of recent changes to GP contractual arrangements, we have conducted a thorough review of our direct bookable appointments system. Our primary goal is to maximize the utilization of our limited resources effectively. To achieve this, we have introduced systems that assist patients in finding the most suitable appointment type or guiding them to alternative sources of assistance when appropriate. Unfortunately, our current provision of direct bookable appointments has been used inappropriately, resulting in a loss of valuable healthcare opportunities for other patients. To mitigate the risk of incorrect bookings, we strongly encourage patients to complete an online consultation for urgent requests, while routine requests can be made over the phone or in-person. Additionally, patients with chronic diseases will receive invitations to book review appointments through our direct bookable appointment system, allowing them to choose a time that suits their preferences and convenience.
Continuing our commitment to enhancing the patient experience and appointment booking process, we are planning to upgrade our telephony system. This upgrade aims to address various aspects of our phone service, with the ultimate goal of improving patient satisfaction. The enhancements will include a more reliable and efficient phone service, streamlined call flow, personalized patient interactions, automation of routine inquiries, seamless communication among staff members, and the ability to gather valuable insights for continuous improvement.