Enhancing Patient Access into General Practice – The NWL Model

Across North West London, General Practices & Primary Care Networks were asked to develop an access model that enhances patients’ access to GP surgeries. The aims of the specification that North West London developed are to make effective use of resources, increase use of digital tools & increase proactive care for those that need it.

As part of the specification we submitted a delivery plan, which includes:

• Conducting a monthly audit of our appointments to ensure their appropriate use.
• We aim to answer all incoming telephone calls within 10 minutes & want to reduce the overall waiting time for our patients.
• Improve continuity of care between patients & clinicians by ensuring patients are seeing their preferred GP for ongoing health concerns.
• Increase of use & efficiency of our online consultation platform, PATCHS. Our practice teams have undergone Care Navigation Training to be able to help patients with their requests & to book their appointment with the most appropriate clinician.
• Engage with our patient population by means of a PCN-wide Patient Participation Group (PPG). This will enable us to better communicate what is happening within the PCN as well as what services are available for our patients to use.

Further updates will be provided & we will continue to actively engage our patient participation groups.