Pimlico Health at the Marven is working in line with the GP five year forward view, in making general practice more efficient, and sustainable.
How are we doing this?
Pimlico Health @ The Marven staff (those who answer incoming calls, and those who greet patients at the front desk) are trained in making every contact count and active signposting.
What is the need for this?
Such training is to enable and empower the staff to ask suitable and sufficient questions to ascertain information regarding the patients need for an appointment (This is not triage)
The questions asked (7 in total) enable them to find the most appropriate appointment, with the appropriate clinician within an appropriate time frame.
- What is the medical concern?
- Is this related to a long term medical condition?
- How long have the symptoms persisted?
- What are the current symptoms, and have they improved?
- Has there been any self help, administration of medicine or other interventions to date? if so how long?
- Has the patient taken medical advise on this matter already (e.g. at a pharmacy)?
This allows the member of staff to take as much information down relating to the medical concern, which assists the clinician when the do see the patient, to understand what medical concern or condition they are presenting at the practice for.
**A patient may believe based on historical visits, and management of their conditions, that they require an appointment with a GP, when the system of clinical care has been evolving and changing and they may not require an appointment with a GP, but may need to see a nurse, pharmacist or a health care assistant, or even another provider for their medical concern.
Pimlico Health @ The Marven has a duty of care to signpost patients accordingly, and not to book an appointment with the GP because the patient demand stipulates so. This allows Pimlico Health @ The Marven to ensure that patient waiting times for appointments remain lower, that No show rates (DNA) remain lower, and that there is more flexibility in the capacity to cater for management of long term conditions and patients who are more vulnerable and require closer medical management.