Channel Shift in General Practice. Dr Arvind Madan CEO Hurley Group. demo.webgp.com. General Practice – Case for Change 1 million appointments a day Increasing complexity Reducing finances Archaic delivery model Demoralised workforce Weak technological and estate infrastructure
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Channel Shift in General Practice
Dr Arvind Madan
CEO Hurley Group
Start with a frontline problem!
Turn new work from inefficient, medicolegally risky patient e-mails into an online service that improves patient access, health outcomes and practice efficiency.
A link from
Nurse call backs and self help information highlighted
Practice specific pictures to boost patient confidence
Commonest conditions visible on home page
Potential for over 100 more condition templates to be built e.g. blood tests and screening tools
Explanatory video of how e-consults work
Options for patients who don’t know their condition
Use search box, from common conditions, A-Z or by body part
Options for what to do if your condition isn’t listed
On selecting condition, patient chooses between self-help, sign posting, nurse advice now or e-consulting their own GP with a response before the end of the next day
After completing some personal details which the practice uses to confirm the patient is registered with them, the patient completes a comprehensive set of questions about their condition and what help they are looking for
Red-Flag questions stop the process and redirect the patient to urgent care if they identify a dangerous symptom e.g. severe shortness of breath
Patients can email themselves a copy of their answers or a leaflet on their condition before submitting to the practice
Patient advised on what will happen next and what to do if they get worse while waiting
Patient submits completed questionnaire from website which arrives in practice generic email box as a GP summary report.
Staff then workflow or print report for GP to review.
GP report or e-consult takes an average of 2.9 minutes for GPs to analyse
GP Options on Reviewing the Report
Results of Pilot
What about supply-led demand - We asked patients:
What would you have done if the service hadn’t existed?
What about reducing Practice Workload?
Equality Impact Analysis
25% Black and Ethnic Minorities
28% English Not First Language
How do Practices Feel about the System?