Healthcare
Optimising Administrative Workflows and Patient Pathways
Optimising Administrative Workflows and Patient Pathways
We partnered with a GP practice in Cambridge through the NHS England General Practice Improvement Programme (GPIP), delivering targeted interventions to standardise processes, reduce administrative burden, and quantifiably improve efficiency across multiple practice departments.
Results
- 27.69 minutes per week saved in reception through standardised protocols and form access
- 11.38% of GP appointments identified as avoidable through audit
- 70 minutes of GP time saved weekly by reducing avoidable appointments by 50%
- 34 minutes per week saved by reducing unnecessary GP tasks
- 100 minutes per week (1 hour 40 minutes) saved by improving task allocation process
- 75 minutes per week saved in secretarial time through improved communication
- 75 minutes per week saved across management teams through visual management systems
- Enhanced patient access through optimised appointment management
- Updated practice website improving patient self-service
Approach
- Diagnostic activity to highlight areas for improvement
- Significant opportunities were identified within:
- Comprehensive analysis of reception team skills and training needs through practice-wide closure and dedicated training session
- Implementation of visual management techniques using T-card systems across multiple departments
- Collection of staff “niggles and quick wins” to identify immediate improvement opportunities with high impact on staff satisfaction
- Detailed evaluation of website content and development of improved patient self-service information
- Analysis of secretarial workflow challenges, particularly around dictation quality and processing
Solution
- A thorough understanding of current processes and challenges was gained through comprehensive engagement with clinical, administrative and reception teams
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- 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
