Patients will be able to contact their general practice more easily and quickly – and find out exactly how their request will be handled on the day they call – as part of a major overhaul of primary care, the government and NHS have announced.
Practices across England will also be given £240 million this year to embrace the latest technology, replacing old analogue phones with modern systems so patients never get engaged tones and easy-to-use online tools to ensure patients get the care they need as soon as possible.
This will mean that when patients contact their practice online or over the phone, they will know on the day they make contact how their query will be managed, rather than being told to call back later. If their need is urgent, they will be assessed and given appointments on the same day. If it is not urgent, appointments should be offered within two weeks, or patients will be referred to NHS 111 or a local pharmacy.
Primary care is the way most people access the NHS, and the government is committed to modernising the way patients contact their GP surgeries – improving satisfaction and delivering on the Prime Minister’s promise to cut waiting lists.
“We are already making real progress with 10% more GP appointments happening every month compared to before the pandemic,” said Health and Social Care Secretary, Steve Barclay. “I want to make sure people receive the right support when they contact their general practice and bring an end to the 8am scramble for appointments. To do this we are improving technology and reducing bureaucracy, increasing staffing, and changing the way primary care services are provided, which are all helping to deliver on the government’s promise to cut waiting lists.”
“Where GPs have already moved over to these new technologies, we see they free up the phones, making it much easier for people to get through to their general practice team,” said minister for health, Neil O’Brien. “As well as being more convenient for patients, these really easy to use digital tools allow a lot of patients to get the help they need without ever needing to go in for an appointment, which will help cut waiting lists. Investing £240 million in these modern tools and the help GPs need to move onto them will make things more convenient for patients, but also make the workload more manageable for general practice teams.”
An average sized practice of 10,000 patients often receives more than 100 calls in the first hour every Monday. With advanced digital telephony, rather than an engaged tone, patients will receive a queue position, a call back option and their call can be directly routed to the right professional. The phone system will also be integrated with the clinical systems so practice staff can quickly identify patients and their information from phone numbers.
