A Midlands GP practice has successfully reduced the morning rush for appointments by implementing an online patient triage system.
The Sutton Coldfield Group Practice introduced the Rapid Health Smart Triage system for its 54,000 patients in December 2023 to manage high call volumes during peak hours. Through an online assessment, patients are directed to the appropriate care without staff intervention, resulting in reduced waiting times.
During a five-month period from December 2023 to May 2024, over 20,000 patient medical requests were processed online, with 82% of appointments scheduled immediately after the assessment. The practice saw a significant drop in call volumes at 8am on Mondays, decreasing by over 50% from December 2023 to May 2024.
Deb Sutton, the COO at Sutton Coldfield Group Practice, noted the improvements in telephone response times and reduced waiting queues during peak hours. She expressed optimism about the continued transformation of services for patients through the use of Rapid Health.
CEO Carmelo Insalaco emphasized the benefits of a system that meets the needs of both patients and staff, facilitating rapid change as seen in Sutton Coldfield. The partnership between the practice and Rapid Health will expand to integrate additional care services, including pharmacy, in the future.
In contrast, NHS England’s plans for digital pathways in general practice faced setbacks in June 2024, with the cancellation of a £300 million framework. This framework aimed to modernize general practice through improved telephony and digital tools for patient access to GPs.
Meanwhile, Healthtech-1, a startup focusing on automating administration tasks in primary care, secured £2.7 million in seed funding in July 2024. Their solutions streamline identity checks, data entry, and identifying key areas for attention in GP practices. The company is developing a new product to automate lab report handling for practices.
