GP surgeries across the country are set to undergo a significant upgrade in their phone systems, aimed at eliminating the stressful process of booking appointments during the morning rush hour. Instead of encountering engaged tones and the frustration of incessant redialing, callers will be placed in a queue that informs them of the number of people ahead of them and estimates the wait time. Receptionists will then have the responsibility of either scheduling an appointment or guiding patients to more suitable services such as pharmacies, A&E, or NHS 111. The goal is to offer same-day assessments and appointments to patients with urgent medical issues, while those with less serious concerns should be seen within two weeks.
To facilitate this improvement in communication, all GP practices will receive digital phone system upgrades by March, with over 1,000 already signed up for the £240 million scheme since May. This initiative is part of the government’s broader efforts to modernize and reform primary healthcare, including pharmacy and dentistry. A consultation is soon to be launched, exploring the possibility of enabling pharmacy technicians to supply and administer medications, thereby increasing their responsibilities and expediting the dispensing process. Another consultation will examine better support for dental hygienists and therapists, granting them the ability to administer certain medications without a prescription and reducing unnecessary delays. Furthermore, a dental recovery plan is set to be unveiled in the near future.
Health Secretary Steve Barclay expressed his satisfaction with progress, emphasizing the government’s commitment to improving access to GP appointments while bolstering staffing numbers. With the support of NHS England, general practices, pharmacies, and dental surgeries, and significant government investment, the aim is to put an end to the 8am appointment scramble. Barclay is delighted that more than a thousand general practice surgeries will soon benefit from this high-tech solution, ensuring ease of appointment booking for years to come.
GP practices currently operating on older systems will receive an average of £60,000 each to transition to digital phones. Additionally, receptionists are receiving training to become “care navigators,” enabling them to assess and prioritize calls effectively, helping patients consult with the most suitable healthcare professionals. Successful care navigation can redirect 40% of requests efficiently while preserving GP appointments for those in need.
Health Minister Neil O’Brien emphasizes the importance of utilizing skilled professionals such as dental hygienists and pharmacy technicians while freeing up dentists and pharmacists to provide vital services. The proposed reforms seek to achieve this outcome by capitalizing on the wealth of expertise within surgeries and pharmacies, streamlining services through technology and reducing bureaucracy, ultimately establishing a more efficient and effective healthcare system.
Dr. Kiren Collison, a GP and interim Medical Director for Primary Care at NHS England, expresses her determination to enhance accessibility for patients, highlighting the significant upgrade in phone systems across all GP practices. The NHS is also expanding convenient care options, with pharmacies playing a central role in managing public health. The newly announced pharmacy consultation aims to ensure that more staff can offer life-saving checks and medication on the high street.
William Pett, Head of Policy, Public Affairs, and Research at Healthwatch England, welcomes the investment in improving the appointment booking process and the introduction of care navigators. Access to GP services has consistently been a major concern among patients, with long waiting times and frustrating phone interactions. The use of care navigators, combined with upgraded systems, will offer patients more choice and the ability to discuss their communication and appointment preferences.
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