New GP Contract Calls for Urgent Healthcare Transformation | May Issue 2023
This monthly newsletter gives communicators a quick snapshot of what is happening in the healthcare industry and with the newly imposed GP Contract 2023/24. Each issue will share new research, upcoming customer experience opportunities, and more!
NHS England has recently imposed a new GP contract to promote collaboration and integration to improve the provision of healthcare services. This contract can potentially revolutionise the healthcare industry by simplifying access to primary care, encouraging proactive health management, and supporting the use of digital technology. As a result, patients expect to receive a comprehensive needs assessment during their first visit to a GP practice, resulting in better coordination of patient care. Furthermore, digital technology, such as cloud-based systems, will foster improved patient care and further expand primary care services in the UK.?
Despite the potential benefits for patients, some GPs have expressed concerns about the contract's impact on patient access and the expenses related to upgrading their phone systems. The Doctors Association UK (DAUK) has?warned?that changes may lead to more practice closures and an increase in GPs leaving the profession.
In recent years, GP teams have gone above and beyond to innovate and meet the evolving needs of their patients. Their dedication and hard work have been truly awe-inspiring to date. In January 2023, GP teams?delivered?up to 30 million appointments, representing an 11% increase over the same period in 2020. However, for some GPs, the change in their contract may feel like a kick in the teeth after all their efforts.
At CallCare, we understand that many GP practices will face challenges in enhancing patient accessibility, and upgrading their phone systems may come at a high cost. This article will delve into the challenges and opportunities and explain how CallCare can aid in this transformation.?
The Shift Towards Cloud-Based Telephony
The healthcare industry is on the brink of a major digital revolution, with NHS England?instructing?GP practices to procure cloud-based telephony as part of the new GP contract. The new changes will ensure that only cloud-based platforms will be supported in practices from the end of 2025, with traditional analogue systems set to be removed from both personal and business settings by the end of the year. This is part of a?national transition?by the telecoms industry, shifting the UK from analogue to digital landlines. The move to digital telephony is set to provide GP practices with greater functionality for practices and patients alike.
Features such as call queueing or call back will provide a better patient experience when the lines are busy. The new systems will offer management information and data to support practices in gaining insight and improving their responsiveness even further. The shift towards digital telephony will also offer patients increased accessibility and convenience when making appointments at first point of contact. Also, the new GP contract letter emphasises the need for a more patient-centred approach to healthcare delivery. By moving to cloud-based telephony, GP practices will be better equipped to deliver a more streamlined and efficient service. Patients will benefit from improved access to primary care and more responsive services.
In December 2022, NHS England's primary care director Dr Amanda Doyle?estimated?that?65% of practices still use old analogue systems that do not have the ability to signpost people or feedback data to practices about who is calling.?By moving to cloud-based telephony, GP practices will be able to gain valuable insights into their patient's needs and provide more personalised and effective care.?
The shift towards digital telephony is a major step towards a more connected and integrated healthcare system and one that will undoubtedly have far-reaching benefits for patients and healthcare professionals.?
Partnering with Outsourcing Providers to Overcome Ongoing Challenges?
The road ahead for primary care and healthcare providers is filled with numerous challenges, but these hurdles can be easily overcome with the right outsourcing partner. However, not all outsourcing providers are equal, and choosing a partner that understands the unique challenges and delicate procedures involved in healthcare is crucial. At?CallCare, we have the expertise and experience to deliver specialist outsourced patient support services, and healthcare remains a core part of our solutions.?
As the industry evolves, there is an increasing focus on care navigation teams and triaging of patient care to increase resilience. Patient access and patient experience are also critical factors that require careful consideration, and we understand the importance of providing priority access for high-risk patients.
Our 24/7 outsourced call centres are fully equipped to support your patients whenever they need you. Whether it's peak daytime hours, additional campaigns, or uncertain times, we are ready to?step in?and provide seamless, efficient, and helpful services that your patients expect, especially during times when they need reassurance the most.
Gary Olden, Corporate Sales Executive at CallCare, adds: 'The new GP contract represents a significant shift towards a more collaborative and integrated approach to healthcare delivery and has the potential to drive meaningful improvements in the health and wellbeing of individuals and communities.
CallCare is excited to see the new changes prioritising patient-centred care and alleviating the pressure upon primary care teams. We look forward to working together to improve access and continuity of care for patients while also supporting the wellbeing and professional development of GPs and their teams.'?
Improve Your Patient Experience with CallCare's Healthcare Services
Reception outsourcing is a crucial aspect of healthcare operations, but not all outsourced providers have the expertise to handle healthcare inquiries and internal procedures. At CallCare, healthcare is a core part of our solutions. Our company began as an emergency telephone answering service and has since expanded to offer 24/7 outsourced call centre support for patients. Our highly trained virtual receptionists can provide seamless, efficient, and helpful service during uncertain times when patients need reassurance.?
Our team works closely with clients to establish best practices and identify the most effective processes to handle each call professionally without frustrating hold music or answering machines. CallCare also provides cutting-edge diary management and work-booking systems to keep businesses organised and productive while encouraging better communication across departments.?
Our care navigators are always available to help manage call overflow during peak periods or when staff members are unavailable. CallCare allows healthcare providers to focus on their core tasks by taking over reception and appointment lines while still ensuring that patients receive excellent service. With CallCare, businesses can rest assured that their reception lines are being managed efficiently and professionally.
Businesses can benefit from our state-of-the-art call centre technology, which includes call queueing and call-back features, providing a better patient experience when the lines are busy. We also provide management information and data to further support practices in gaining insight and improving responsiveness. Our high-quality outsourced patient support services can
help you plug the gaps, providing your patients with consistent and reliable support.
Here are a few final takeaways about CallCare:
Don't let outdated telephony systems hinder your primary care services.
Schedule a?free call today?to improve your patient experience and alleviate the pressure on your GP team’s well-being.
Want to find out more? Contact CallCare or visit our free Insights Hub.