At Redmoor Health, we recognise the need for continuous improvement in patient access and engagement. Our Explore Modern General Practice Access project is designed to leverage digital tools and best practices to enable more inclusive and efficient operations, aligning with NHS England’s Modern General Practice Access model.
Explore Modern General Practice Access
Why it's important
NHS England’s Delivery Plan for Recovering Access to Primary Care (PCARP) focuses on improving patient access and reducing health inequalities. Successfully implementing the MGPA model is a key part of this plan and is directly linked to receiving CAIP funding. Our project helps PCNs enhance their digital capabilities, streamline access processes, and improve patient communication—critical factors in meeting MGPA standards and securing CAIP payments.
What the project is about
The Explore Modern General Practice Access project is tailored to help PCNs integrate the MGPA model into their operations. We focus on practical strategies that improve digital inclusion, optimise communication, and simplify access for patients, ensuring that PCNs can deliver better care while also meeting the requirements for CAIP funding.
Scope
Optimising Digital and Online Access:
- Introduction to Digital Inclusion: Educate staff and patients on the importance of digital inclusion and ways to achieve it.
- Website Health Check: Evaluate and optimise the practice website to ensure it meets accessibility and usability standards.
- Online Consultation (OC) Use: Explore the optimal use of online consultations and standardise the triage process.
- Online Appointments: Increase the availability of online appointments to enhance accessibility.
- Online Records Access and Referrals: Promote the use and access of online records, referrals, and proxies.
- NHS App Promotion: Encourage the use of the NHS App for booking and cancelling appointments, turning on notifications, and ordering medications.
Enhancing Patient Communication and Engagement:
- Benefits of Good Social Media: Leverage social media to enhance patient engagement and information dissemination.
- Message Usage: Utilise one-way, two-way, batch, and questionnaire messages for effective communication.
- Call Flow Audit: Review call flow, including greetings, messages, and call-back functions, progressing towards a ‘best practice’ version.
Streamlining Access and Navigation:
- Signposting and Care Navigation: Provide guidance on effective signposting and care navigation practices.
- Access Route Mapping: Map current patient access routes and identify improvements.
- Patient Registration: Simplify the registration process for patients at GP surgeries.
Data-Driven Decision Making:
- Data Systems Identification: Identify all systems where useful data can be gathered to support decision-making.
Key components
Digital Access and Inclusion:
- Digital Inclusion: Ensure all patients can access digital services regardless of their digital literacy.
- Website Optimisation: Ensure the practice website is user-friendly and meets all necessary standards.
- Enhanced Access: Make it easier for patients to access services and appointments online.
Effective Patient Communication:
- Social Media Strategies: Develop effective social media strategies to enhance patient communication.
- Optimised Messaging: Utilise various messaging methods to improve communication with patients.
- Call Flow Management: Implement best practices for managing patient calls efficiently.
Streamlined Navigation and Access:
- Effective Navigation: Improve patient navigation within the healthcare system through clear signposting and guidance.
- Standardised OC: Establish a standardised approach for online consultations.
- Online Services Promotion: Encourage patients to use online services for managing their health.
- Simplified Registration: Streamline the patient registration process.
Data Utilisation for Improvement:
- Data Utilisation: Leverage data from various systems to inform improvements in patient care and access.
Outputs
- Consistent Communication: Deliver clear and consistent messages across all channels.
- Improved Call Management: Implement best practices in call flow and patient communication.
- Better Patient Navigation: Provide clear guidance and improve patient access routes.
- Increased Online Engagement: Boost the use of online services and appointments.
- Data-Driven Decisions: Utilise data from various systems to enhance patient care and access.
Impact
- Improved Access: Enhance access to services and information for all patients.
- Better Experience: Improve overall patient experience through effective communication and digital tools.
- Upskilling Staff: Equip staff with the necessary skills to manage and implement communication strategies.
- Increased Digital Literacy: Reduce digital exclusion by increasing digital literacy among patients.
Interested in our Digital & Transformation Managed Service?
