Suella Braverman met with the partners at Westlands Medical Centre to discuss important updates in their patient access model. Over the last 2 to 3 years, Westlands has implemented a new team-based approach, which runs on a ‘Request/Test/Best’ appointment scheme. This scheme allows Westlands to communicate better with patients and prioritise those who need to be seen more urgently.
Prior to the pandemic, the partners at Westlands were already considering making changes to their access model. Westlands believed that ‘first come first serve’ was not providing an equitable service for their patients. They wanted to build a system that provided outstanding access and gives continuity of care to their patients.
Suella was pleased to learn that this new system has been widely endorsed by patients. A recent patient survey of nearly 500 patients found that an overwhelming majority of patients felt the online access was easy or fairly easy to complete. Those without online access have the option to phone in or come into the practice and request appointments just as easily. Patients were also asked about response times; 40% were contacted back by their team within 2 days and 80% were contacted back within 7 days of putting a request in.
During her visit, Suella also asked the partners what action they want to see from the Government to improve local medical centres. The partners made it clear that they would like to change the perception of primary care and GPs. They suggested that shifting towards the idea of visiting your 'Primary Care Team', where various clinicians with different skill sets will look after you, before seeing a GP, would substantially improve access to GP appointments. This was justified by the success of their 'Request/Test/Best’ model. By triaging appointment requests with a clinician, tests can be booked when needed, their professional Primary Care team will provide sound advice and GPs will have more time to carry out urgent appointments.
Suella was delighted to see Westlands listening to their patients and implementing an effective new system that has evidently improved patient experiences.
Commenting, Suella Said:
“It’s great to see Westlands listening to their patients. They’ve recognised the urgency in providing GP appointments to those who need them the most and taken promising steps to address this. It’s vital that we provide Fareham residents with the first-class healthcare that they deserve. Which is why I’m pleased to see that Westlands has proactively listened, responded and delivered for their patients.
Their new Request-Test-Best model is accessible for patients and is ensuring that residents are getting seen in a more efficient way. By speaking with their fantastic Primary Care Team, GPs can prioritise their time for people who are actually in need of a GP appointment.
My thanks to all the staff, GPs and partners at Westlands for doing a fantastic job. Their initiative has led to impressive patient satisfaction figures – keep up the good work!”
Commenting, Daniel Stride Head of Business and Strategy at Westlands Said:
“It was great to see that Suella was impressed with the changes we have made to improve patient access and continuity of care at Westlands. It’s important to acknowledge that this does not relieve the pressures currently on primary care, with GPs and their teams being stretched more than ever to deliver for our patients. However, our changes are about providing the best service to our patients with the resources we have available. This was an extremely positive meeting and we were glad that Suella was able to come down to see the great work our team are doing here at Westlands.”
