The Government is rolling out new digital phonelines to GP surgeries in England, putting an end the 8am appointment rush and generally making it easier for patients to access primary healthcare.
Backed by a £240 million investment, more than one thousand practices have signed up to make the switch from analogue systems which can leave patients on hold and struggling to book an appointment – to modern, easy-to-use digital telephones designed to make sure people can receive the care they need when they need it.
This includes 5 practices in Penrith and The Border.
It is expected every practice in the country will have the new system in place by the end of this financial year helping put an end to the 8am rush – a key pillar of the Prime Minister’s Primary Care Recovery Plan to improve patient access to care.
Patients will be able to contact their general practice more easily and quickly – and find out exactly how their request will be handled on the day they call rather than being told to call back later, as the Government and NHS England delivers on the promises made in the Primary Care Recovery Plan announced in May. If their need is urgent, they will be assessed and given appointments on the same day. If it is not urgent, appointments should be offered within two weeks, or patients will be referred to NHS 111 or a local pharmacy.
The upgraded system will bring an end to the engaged tone and see calls directed to the right professional, while the use of online systems will provide more options and help those who prefer to call to get through.
Dr Neil Hudson MP said:
"Locally our GPs work tirelessly to give patients some of the highest quality of care in the world, but Government is determined to improve things further by streamlining the appointments system through digitisation.
"I know I speak for many constituents when I say that people struggle with the early morning scramble for appointments so I am delighted to support the Department for Health and Social Care in this common-sense measure. Already 5 GP practices in Penrith and The Border have signed up and I look forward to all taking advantage of the upgrade by March 2024."
The Government also committed up to £645 million in the plan to better utilise community pharmacies. A consultation will soon be launched to enable pharmacists to supply common medications without need for a prescription from GP.
A second consultation is also being launched looking at how dental hygienists and therapists can be better supported to provide additional care to patients and reduce unnecessary delays. This is ahead of a dental recovery plan which is due to be announced shortly.
Health and Social Care Secretary Steve Barclay added:
“We are delivering on our promises to make access to GP appointments easier while boosting staffing numbers.
“With the support of NHS England, general practices, pharmacies and dental surgeries, backed by significant investment from the government we will bring an end to the 8am rush for appointments.
“I’m delighted that over one thousand general practice surgeries will soon benefit from high tech designed to make booking an appointment as easy as possible for patients for years to come.”
Practices on older systems will receive an average investment of £60,000 each to move onto digital phones combined with updated digital tools and support for the transition.
The Government has already started training people to direct calls more effectively, with funding for 6,500 places –the equivalent of one member of staff per practice – who can then pass on the training to colleagues. They will help assess, prioritise, respond and assist with calls and ensure those who want to see a named GP or preferred member of staff can do so and those happy to see a duty doctor can also do so.
Minister Neil O’Brien said:
“We want to make sure we are making the best use of skilled professionals such as dental hygienists and pharmacy technicians while at the same time freeing up dentists and pharmacists to carry out vital services. The reforms we propose today are crucial in achieving this.
“We have so much skill and experience within our surgeries and pharmacies and by better using technology, transferring services and cutting bureaucracy we will have a more efficient and effective service.”
Progress is also being made on other aspects included in the Primary Care Recovery Plan with discussions taking place between the government, NHS England and the pharmaceutical sector about the best way to use the up to £645 million of funding allocated to the pharmacy sector.
The actions set out in the plan are expected to free up around 15 million GP appointments over the next two years for patients who need them most.
