▪ Where access to a service is clinically appropriate and patients require access to
GMS services, they will be offered an appropriate consultation, whether urgently or
through advanced booking consistent with the patient’s assessed clinical need,
without the need for the patients to contact the practice again.
▪ All patients telephoning the practice have their calls received by a standard recorded
message, and subsequently calls are answered and care navigation undertaken.
Where clinically appropriate, patients may be signposted to another appropriate
service.
▪ Available appointments must be a mix of remote, face to face, urgent, on the day and
pre-bookable to reflect the blended model of access, as determined by the practice in
discussion with the patient. A more planned and forward looking approach should be
taken to the scheduling of appointments throughout the day, or for future dates,
meaning it is no longer acceptable for all appointments to be released at 8am for that
day.
▪ Practices will be required to take a more open and transparent approach, through an
automated and standardised public facing dashboard, to the sharing of information
and reporting, at a practice level, on GMS activity.
▪ All practices have a clear understanding of patient needs and demands within their
practices and how these can be met.
▪ All practices must provide a telephony service (preferably Voice over Internet
Protocol solutions or sufficient incoming and outgoing lines) that fully meets the
needs of patients.
▪ The digital platform is for non-urgent access and only to be used during core hours.
Designed by Compendula