Pioneering Modern General Practice

In the dynamic landscape of healthcare, the traditional model of NHS primary care is undergoing a profound transformation. The advent of the Modern General Practice Model represents a seismic shift towards a more accessible, efficient, and patient-centric service for patients. A prime example of this transformation is the merger of three practices in Chiswick, London into a unified entity of over 21,000 patients.

In this article, we’ll delve into the key components of the Modern General Practice Model and how it is revolutionising the delivery of primary care services. 

Adapted from NHS England South East

The Modern General Practice Model

The Modern General Practice Model aims to meet the needs of both patients and staff and make the best use of services through several components.

1. Comprehensive Access

The Modern General Practice Model prioritises inclusive and easy patient access through online, telephone, and walk-in routes. Cloud-based phone systems improve the patient experience with features like queue updates and call-back options, allowing practices to manage demand effectively through real-time data monitoring.

2. Understanding Demand and Capacity

To operate efficiently, practices must understand the complete view of demand coming in,  including internal generated, user generated and patient generated demand. Regular data analysis help identify patterns across various days and times, while understanding staff capacity informs effective processes, reducing demand by managing tasks like test results and follow-ups.

3. Enhancing Digital Access

Modern general practice relies heavily on choice of access for patients and digital tools to enhance patient access. Well-designed practice websites provide clear information on requesting help self-care. Online consultation tools, accessible through the practice website or NHS App, offer an easy route for patients to communicate their needs. Integration of digital services and other tools streamline flow between different services, promoting increased self-service.

4. Streamlined Triage and Care Navigation Processes

Moving away from the traditional 8 am phone call queue, the model emphasises structured information gathering at the point of contact. Patients provide details through online forms or directly to reception staff for consistent triaging and care navigation. Allocating patients to the right health professional or service optimises the use of staff time and skills, supporting improved continuity of care. The digital hub also has care pathways for patients, meaning the hub admin team navigate patients without a GP consultation. Admin staff are upskilled to communicate, reassure and educate patients for a positive care navigation experience, maximising the capacity of other services like community pharmacy and ARRs roles.

5. Efficient Management of Workload

The Modern General Practice Model empowers practice staff by giving them better control over their workload. Consistent understanding and management of demand, along with improved processes and workflows, contribute to increased efficiency and reduced burden on staff. This streamlined approach not only benefits staff but also enhances the trust that patients place in practices, knowing they will receive the care they need when they need it. 

By leveraging technology, enhancing access, and streamlining processes, this model not only meets the evolving needs of patients but also empowers healthcare practice teams to provide efficient and high-quality care. As practices continue to innovate and share their experiences, the ripple effect of this modernisation promises to transform primary care on a broader scale.

Get in touch to find out more how HIP and BearingPoint can help you and your practice on your journey of improvement from income optimisation, person-centred design, demand and capacity planning and improving access.

Written in partnership with Health Integration Partners