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All GP surgeries will be upgraded to new digital phone systems in a bid to take the stress out of fighting for 8am appointments
Callers will no longer be met with frustrating busy tones and forced to redial repeatedly when trying to reach the surgery.
Instead, they’ll be added to a queue that tells them how many people are waiting and when they can expect their call to be answered.
The receptionists will have to make an appointment with the patients during the call or direct them to a more appropriate service, such as a pharmacy, emergency room or 111.
Patients with urgent medical problems should be offered a same-day evaluation and appointment, and those with less serious problems should be seen within two weeks.
All GP surgeries will be upgraded to new digital phone systems in a bid to take the stress out of scrambling for 8am appointments (file photo)
The new NHS GP contract means staff cannot simply say there are no appointments and tell callers to call back another day.
The Department of Health said all GP practices will receive updates in March, with more than 1,000 signing up for the £240m scheme since May.
It is part of the Government’s plans to ‘modernise and reform’ NHS primary care, including pharmacy and dentistry.
A consultation will soon be launched so that pharmacy technicians can supply and administer medicines, helping them to assume more responsibilities and speed up the dispensing of medicines to patients.
A second consultation is also being launched to see how dental hygienists and therapists can be better supported in providing additional care to patients, such as administering some over-the-counter medications, helping to reduce unnecessary delays.
This is ahead of a dental recovery plan to be announced shortly.
Health Secretary Steve Barclay said: ‘We are delivering on our promises to make it easier to access GP appointments while increasing the number of staff.
‘With the support of England’s NHS, general practices, pharmacies and dental practices, backed by significant government investment, we will end the fight for appointments at 8am
“I am delighted that more than a thousand general practice surgeries will soon benefit from state-of-the-art technology designed to make booking an appointment as easy as possible for patients for years to come.”
Internships on older systems will receive an average of £60,000 each to move to digital phones.
Health Secretary Steve Barclay said: “We are delivering on our promises to make it easier to access GP appointments while increasing the number of staff.”
Receptionists are also being trained to become ‘care navigators’, who are better positioned to screen and prioritize calls and help ensure patients see the most appropriate healthcare professional.
Successful care navigation can help direct 40 percent of requests more effectively and helps keep GP appointments for those who need them.
Health Minister Neil O’Brien said: “We want to ensure we are making the best use of qualified professionals such as dental hygienists and pharmacy technicians, while freeing up dentists and pharmacists to perform vital services.” .
‘The reforms we are proposing today are crucial to achieving this.
‘We have so much skill and experience within our surgeries and pharmacies and through better use of technology, transfer of services and reduction of red tape we will have a more efficient and effective service.’
Dr Kiren Collison, GP and Acting Medical Director of Primary Care at NHS England, said: “GP teams are already treating record numbers of patients, but we are determined to further improve access So it’s great that all GP practices are upgrading their phone systems to make it as easy as possible for patients to contact their practice.
‘The NHS is also giving people more convenient options in the way they access care, with pharmacies playing a central role in running the nation’s health, and the pharmacy consultation announced today will help ensure that more Staff can provide checks and life-saving medication on Main Street. .’
William Pett, head of policy, public affairs and research at Healthwatch England, said: “We welcome the investment to help improve the appointment booking process in general practice.”
“Access to a GP has long been the most common issue people tell us about, with many patients facing long wait times and a frustrating process when trying to book appointments over the phone.
‘The use of care navigators as part of plans to upgrade systems is also a welcome development.
“Healthwatch England has consistently called for the training of more care navigators across the country, who can talk to patients about their appointment and communication preferences and offer them more choice.”