The Challenge
The NHS is under pressure, illnesses are becoming more complicated, the population is living longer. GP's need to spend more time with the complex cases and those with chronic conditions. The demand on providing GP appointments is high and are continuing to rise.
The Solution
In order to continue delivering a high-quality care service for our patients we have been looking at how we can make the best use of the time and skills for our well established clinical team. We have considered many examples of innovating working that have been implemented in other Practices across the town and the local area and have found that Active Signposting can make a big improvement to both the patient experience and GP Practice sustainability.
Active Signposting is designed to connect patients more directly with the most appropriate source of help and advice; this may include services in the community, within our Primary Care Network, or self-care options, as well as within the Practice.
Our GPs have been instrumental in supporting and advising our Reception team on how active signposting should work. The GP's have authorised the Reception staff to ask some simple questions to enable them to direct you to the most appropriate professional or service within our area. Whilst GP's can provide medical advice for many conditions, there are lots of things that can be signposted to a more appropriate service.
Receptions will not make clinical decisions; they are working within a framework developed by the clinical team. When a patient presents with symptoms that could be dealt with by a member of the wider clinical team (such as a Pharmacist, First Contact Practitioner or a Social Prescribing Service) the Reception team will direct the patient there initially.
The Practice now has access to many other services, First Contact Practitioners, Mental Health Practitioners, Pharmacists and a Personalised Care Team. These clinicians can consult with patients directly to provide prompt treatment and onward referral if necessary.
This new initiative, we believe, gives patients more control over their own care because it offers them the choice of a service that better suits their health and wellbeing needs. Active Signposting also improves access for patients who do need to see a GP, as patients who do not necessarily need to see a GP are directed to a more appropriate service.
We aim to go live with Active Signposting in July 2024 and our staff have been undergoing training in order to facilitate this. We will be actively monitoring this initiative closely and any feedback, comments or suggestions regarding our new ways of working would be helpful.
The Process
To implement this new initiative, when booking an appointment our reception staff will ask a few simple details about your request, simply so they can direct you to the person most suitable to help you with your problem.
The patient explains their request/symptom/reason for calling to our specifically trained receptions who have access to available care.
- Receptions then signpost the patient to most appropriate source to help, this could be within the Practice, or within our local community.
- This can be one of many community services or self care options.
- This is to help make sure you receive:
- The most appropriate medical care
- From the most appropriate health professional
- At the most appropriate time
