The aim is to improve:
- Patient access (especially same/next-day). This can be enhanced by ‘Care navigation training at PCN and practice level, safe triage protocols for redirection (Pharmacy First, NHS App), cloud telephony with call-back and queuing features, and overflow call hub (8–10am peak support).
- Efficiency of digital tools (e.g. NHS App, consult PATCHS)
- Continuity of care for vulnerable groups: Patient flag system, and shared coding and auditing outcomes.
- Equity and experience for all patient demographics: Ensure equal access regardless of digital literacy.
