New technology is being used to help local GPs to see their patients more quickly and free up appointments.
Holmwood Corner Surgery in Kingston launched its new online triage service in May 2022.
Patients never wait more than 24 hours before they receive confirmation of next steps, whether it is a blood test appointment, a call from a GP or confirmation that a prescription has been sent to their designated pharmacy.
The system allows patients to pick the option that best suits them – this could be a request for an appointment, following up on test results or asking for a copy of their notes. There are always face to face appointments available for those who need them.
This January 2,800 queries were received through the system and more than a third were resolved without the need for an appointment, freeing up time for patients who need quick medical attention. Well over 80% of appointments at the practice are in person.
Kingston GP Annette Pautz (pictured) said the clinically designed system has proven incredibly useful for both patients and the practice, adding that it helps GPs ‘work smarter’, prioritising those who need more urgent care, while still reacting quickly to simple requests such as repeat prescriptions.
She said: “All requests are viewed by experienced staff, with the support of a dedicated GP who will be triaging patients based on the information they provided as well as over the phone. This means patients can be confident that troubling symptoms will be picked up.
Dr Pautz said the system is efficient: “For instance patients can be signposted to other members of staff, like pharmacists or social prescribers, if appropriate, leaving our appointment slots open for those needing to be seen more urgently.
“This also frees up our GPs and has been received very well by our patients. For example, someone with a minor condition doesn’t need to be re-seen.
“We can use the system to contact them and alert them that a prescription has been sent and they don’t have to come back in unless their condition changes. This saves everyone time.”
Patients are still able to call the practice if they are not confident using technology.
“Our phone lines remain open and reception staff use the system on the patient’s behalf, so their request is triaged in the same was as those using the portal.” Dr Pautz explained
“We have been very pleasantly surprised at how well this change was accepted by our community, especially those with English as an additional language and our elderly population. Quite often we will receive forms that have been filled in by family members on a patient’s behalf and this works well.”
Dr Pautz concluded: “Real change has come from the adaption of this system and it is something that patients really value and saves patients and our reception staff time.
“We have now been able to make sufficient appointments available on the day for those who need them, even for patients who contact us well into the afternoon, which is great. We couldn’t work harder, but this is allowing us to work smarter.”