Optimising Primary Care Efficiency and Patient Access in Healthcare

• 48 minutes per week saved in administrative task management
• 380 minutes per month saved through innovative self-service POD utilisation
• 22.5 minutes per week released for long-term condition management through frequent attender pathway review
• 2 hours per week saved through increased NHS App prescription ordering
• 9 hours and 31 minutes total weekly time savings across the practice
• 3% increase in NHS App utilisation within four months
• Improved clinical continuity in results management pathway
• Enhanced staff engagement in Hub booking processes

• Diagnostic activity to highlight areas for improvement
• Significant opportunities were identified within:

– Reducing time spent on manual results management

– Streamlining the filing and processing of test results

-Standardising processes with clear clinical safety guidelines

-Improving team efficiency and reducing administrative burden

-Increasing quality of patient care

-Enhancing staff wellbeing through workload optimisation

-Improving patient experience through faster results communication

• Strong engagement with key stakeholders, including GPs, practice management, and administrative staff
• Diagnostic activity to highlight areas for improvement
• Significant opportunities were identified within:
• Measuring and responding to actual patient demand
• Improving clinical continuity, particularly for test results
• Increasing digital channel uptake through the NHS App
• Enhancing patient communication through website and social media
• Optimising administrative workload distribution
• Improving utilisation of Hub appointments
• Strengthening patient engagement through the PPG
  • Comprehensive demand analysis, including monitoring of patients being asked to call back the next day
  • Implementation of AccuRx all-day messaging to capture previously unrecorded demand
  • Assessment of clinical continuity, particularly within the results management pathway
  • Detailed evaluation of NHS App registration and active usage data
  • Audit of administrative workload to identify process inefficiencies
  • Analysis of Hub appointment utilisation and access challenges
  • Review of frequent attender pathways, particularly for dressing appointments

• A thorough understanding of current processes and challenges was gained through comprehensive engagement with clinical, administrative and reception teams
  • Implemented demand measurement protocols to capture patients who were previously being told to call back another day
  • Created dedicated continuity slots for GPs to book follow-up appointments, ensuring test results were reviewed by the requesting clinician
  • Launched multi-channel NHS App promotion campaign through text messaging, posters, waiting room TV screens and Facebook
  • Updated patient-facing information on the practice website and social media channels
  • Developed a structured PPG communication strategy to improve engagement
  • Conducted comprehensive audit of administrative tasks and time requirements, enabling better workload planning
  • Delivered focused training for staff on Hub appointment availability and booking processes
  • Introduced self-service POD for blood pressure, BMI, smoking, alcohol and asthma assessments
  • Implemented review process for frequent attenders, particularly those requiring regular dressings, identifying opportunities to utilise Hub appointments
  • Reviewed transport options to improve Hub accessibility