Standard to improve the way patients access services in their GP Practice.
Service delivery and communication
Where clinically appropriate and patients require access to GMS service an appropriate consultation will be offered; through urgent or advanced booking consistent with a patient’s clinical need, without the need for patient to contact the practice again.
Patients have their telephone calls received by a standard bilingual recorded message (lasting no longer than two minutes), calls are answered and care navigation undertaken. Where clinically appropriate patients may be signposted to another appropriate service.
Available appointments are a mix of remote, face to face, urgent, on the day and pre-bookable. The scheduling of appointments takes place throughout the day with a more planned approach to appointment availability throughout the day and for future dates.
Patient engagement
A more open and transparent approach to be taken to engagement through use of an automated and standardised public facing dashboard with sharing of information, and reporting at practice level on GMS activity.
Practice understands the needs of patients and use the information to anticipate the demands within practice and how these can be met.
Digital
Provide a telephone service to fully meet the needs of patients; and ensure sufficient incoming/outgoing lines.
Operate a digital platform (for non-urgent access) for use in core hours.
