At Redmoor Health, we are committed to improving patient access and streamlining healthcare services. Building on the learnings and outputs from our Explore Modern General Practice Access project, our Optimise Access project leverages digital tools and best practices to create a more efficient and accessible healthcare system.
Optimise Modern General Practice Access
Why it's important
Optimising access is essential for improving patient satisfaction, reducing the workload on healthcare staff, and ensuring the efficient delivery of services. By adopting data-driven approaches and leveraging modern digital tools, PCNs can significantly enhance patient care while streamlining administrative processes. This aligns with NHS England’s Modern General Practice Access (MGPA) model and is crucial for meeting the criteria for Capacity and Access Improvement Payments (CAIP).
What the project is about
The Optimise Modern General Practice Access project focuses on implementing comprehensive strategies to improve patient access, enhance communication, and increase administrative efficiency. By addressing these areas, we help PCNs build a robust, data-driven framework that meets the diverse needs of all patients, ensuring alignment with MGPA objectives and maximising CAIP opportunities.
Scope
Optimising Digital and Online Access:
- Website Optimisation: Evaluating website top tasks and patient clicks, adding tools for self-referrals, and optimising content positioning.
- OC/Triage Systems Redesign: Redesigning online consultation (OC) and triage systems, using OC data to drive decisions and implement total triage.
- Patient Self-Referral: Enabling patients to self-refer without needing an appointment.
- Access Route Optimisation: Streamlining the process for patient access routes.
- Online Repeat Medications: Encouraging patients to order repeat medications online.
- Online Appointment Process: Optimising the online appointment booking process for patients.
- Online Medical Records Access: Improving the process for patients to access their medical records online.
- NHS App Optimisation: Enhancing the NHS App functionalities such as proxy access and secondary care information.
Enhancing Communication and Care Navigation:
- Telephony Data Utilisation: Using telephony data to inform decision-making processes.
- Signposting and Care Navigation: Enhancing signposting and care navigation through PCN staff, including a comprehensive directory of services.
- Data-Driven Messaging: Optimising patient messaging using data insights.
- Test Results Management: Improving how test results are managed in practice by staff and accessed online by patients.
Streamlining Administrative Processes:
- Automated Patient Administration: Automating administrative tasks related to patient journeys.
- Appointment Book Configuration: Configuring appointment books with appropriate colours, icons, slot types, embargos, and appointment lengths.
- Sick/Fit Notes Request Process: Enhancing the process for patients and staff to request sick/fit notes and other documentation.
Future-Proofing and Adaptation:
- Data Interpretation: Training staff to understand, analyse, and draw meaningful insights from data.
- ARRS Utilisation: Maximising the potential of Additional Roles Reimbursement Scheme (ARRS) roles to reduce GP workload.
- Future Adaptation: Adapting processes and systems to meet future healthcare demands.
Key components
Digital Access and Inclusion:
- Digital Inclusion: Ensuring all patients have access to digital services and information.
- Website Health Check: Optimising practice websites for better user experience.
- Enhanced Patient Access: Making it easier for patients to access services and appointments online.
Effective Communication and Navigation:
- Efficient Call Management: Implementing best practices for managing patient calls and messages.
- Streamlined Navigation: Enhancing patient navigation within the healthcare system through effective signposting and care pathways.
Data-Driven Decisions and Administration:
- Data-Driven Decisions: Using data to inform decisions and improve service delivery.
- Simplified Administration: Automating administrative tasks to improve efficiency.
Outputs
- Consistent Communication: Delivering clear and consistent messages across all channels.
- Improved Call Management: Implementing best practices in call flow and patient communication.
- Better Patient Navigation: Providing clear guidance and improving patient access routes.
- Increased Online Engagement: Boosting the use of online services and appointments.
- Data-Driven Improvements: Leveraging data from various systems to enhance patient care and access.
Impact
- Improved Access: Enhanced access to services and information for all patients.
- Better Experience: Improved overall patient experience through effective communication and digital tools.
- Upskilling Staff: Equipping staff with the necessary skills to manage and implement communication strategies.
- Increased Digital Literacy: Reducing digital exclusion by increasing digital literacy among patients.
Interested in our Digital & Transformation Managed Service?
