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 Secure Matters


Improving access to General Practice

Improving access to General Practice

CHCP manages a number of doctors' practices in Hull and East Yorkshire.  They were looking for ways to improve access for patients and asked Secure Matters to help them.

Together we made two changes to help CHCP manage access for patients more effectively:

  • The telecoms system at each practice was upgraded to provide more information to CHCP about call volumes, the time of day calls were being received, and waiting times for patients.  By analysing this information and using updated telecoms systems CHCP were able to handle incoming calls more efficiently by directing calls to call handlers who were available across all of their practices, rather than the caller having to wait for someone at the practice they'd call to become available.
  • Alongside the new telecoms system, online consultations were introduced.  This gave patients the opportunity to send their enquiry or request without having to phone their practice.  In turn this relieved some of the pressure on the phone system.

Patients now have a wider choice in how they contact the practice and when they contact it, as they can send requests at any time.