Capacity and Access Framework
GP Contract in 2024/25
Faster Care Navigation, Assessment, and Response
NHS Definition:
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Consistent approach to care navigation and triage so there is parity between:
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online
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face to face
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telephone access
Including collection of structured information for walk-in and telephone requests.
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Approach includes asking patients their preference to wait for a preferred clinician if appropriate, for continuity.
Solution:
A Signposting Toolkit that supports your staff book an appointment for your patient that is appropriate to their need, importantly, covering all methods of contact by the patient, not just by telephone.
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The Toolkit is a CLOUD BASED system:​
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The Toolkit is cloud-based only, accessible via a designated website link
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Each Practice has its own dedicated Toolkit link
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The whole practice can use the link to access the content of the Toolkit
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All content is decided by the Practice Clinical & Management Team
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The Toolkit is FULLY amendable to become the script for the admin team to engage with patient enquiries
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There is no password access, so no staff details are taken
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No software downloads into the practice computer system
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No access at all to clinical systems
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No clinical decision-making by 3rd parties
This toolkit is your script for your staff to follow, and will make the delivery:
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More consistent to all patients,
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Supportive to staff so they have the information they need.
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Supportive to patients ensuring they get the right solution straight away.