From October 2024 GP practices may need to comply with the new telephony regulations set out in the 2024/25 GP contract. The contract states that GP practices must implement a digital telephony solution complete with call-back functionality.
This upgrade isn't just about embracing new technology, it's about transforming how practices handle patient interactions for the better.
Patchs Telephone Assistant is an extension of the Patchs Online Consultation platform. It is a revolutionary solution that not only enables GPs to meet the contract's requirements, but also increases patient access. Patchs facilitates efficient call management, allowing for patients to raise a request over the phone.
With Patchs Telephone Assistant, telephone requests are transcribed into the Patchs system for clinical members of staff to review and action at a time that suits them. Because it is integrated with Artificial Intelligence (AI) technology, Telephone Assistant requests can also be automatically, safely, and efficiently triaged. This means that urgent and emergency requests, even those made over the phone, will be flagged for staff attention, and more critical requests can be reviewed sooner.
The system initiates a new way for patients to contact their GP practice without the need to access the online platform, and without needing to wait in a virtual queue for long periods of time for their call to be answered.
By enabling those who are unable or unwilling to use online technology to contact their GP without having to speak to a member of staff directly, Telephone Assistant alleviates some of the pressure on reception staff. It also frees up the telephone lines for those who truly do need to speak with a member of staff.
Investing in new tools with smart AI features, as seen in Patchs Telephone Assistant, is a great way to update how your practice handles patient flow.
Patients themselves have described growing levels of frustration when attempting to contact their GP on the phone. For example, a 2022 NHS England patient survey found that only 52.7% of patients said it was “easy” to get through to their GP practice on the phone. This represents a 14.9% decrease from 2021.
It is increasingly important to establish alternative methods for patients to contact your practice. As demand grows, dependence on a single phone line is no longer sustainable.
Furthermore, implementing a consultation solution that enables elevated telephony capabilities at your practice can help you to reach changing guidelines, like those set out in the 2024/25 GP contract.
If you’re ready to elevate your digital telephony system and ensure GP contract compliance, get in touch with a member of our team via the Online Consultation webpage.