The Background
The Elms Medical Centre, located in Kent with four sites and over 12,200 registered patients, serves a diverse demographic including an increasing elderly population. As part of the General Practice Improvement Programme, the practice aimed to optimise demand and capacity alignment.
The Problem
The practice identified a challenge with Indirect Clinical Encounters (ICE), such as X-ray results, blood tests, and prescription queries, which were routinely handled by GPs. This added approximately 4 hours daily to GP workloads, impacting patient care and practitioner well-being.
The Solution
The programme facilitated the redistribution of ICE tasks to Physician Associates and Pharmacists, following a triage system implemented by the reception team. Physician Associates now manage fit notes, blood tests, and referrals, while Pharmacists handle medication queries and specific test results. This delegation strategy clarified patient communications and response times.
Diversifying Communication Options for Patients
Recognising the need for enhanced patient communication, the practice optimised its website, introduced Facebook engagement, and streamlined telephone services. Patients can now submit requests online, including appointment cancellations and health assessments, improving accessibility and reducing administrative burden.
Conclusion
By implementing these changes, The Elms Medical Centre has reclaimed approximately 10 hours of GP time per week, enhancing patient care and practitioner satisfaction. The programme’s support enabled the practice to innovate and prioritise patient-centric improvements effectively.