What is the challenge your project is going to address and how does it connect to the theme of 'How can improvement be used to reduce delays accessing health and care services'?

1)    We will use a conversational AI chatbot that will be integrated with the EMIS Health software currently used in GP surgeries. Patients can call the surgery and will be greeted by a friendly voice. The chatbot will guide the patient through questions on their symptoms, name, DOB & any relevant info required then the chatbot will offer next available appointment slots & book it in the system, instantly confirming it with the patient. The patient will be directed to the right person (e.g. physio, nurse) first time around without need to queue.

2)  We would use GP automate to file blood test results saving administrative and clinical time.  Patient will be able to get the result much quicker. This will save equivalent of minimum 12 clinical hours per day within our PCN, improve staff morale, reducing administration and releasing workforce to further reduce delays for our patients.

What does your project aim to achieve?

1)    Reduce waiting times and demand during peak hours, as highlighted in recent news articles regarding the new NHS GP contract and our own experience.

2) Patient being assigned to the correct pathway first time they call

3)  Free up clinician resource – improving access at a time when demand is going up required an increase in supply i.e. clinician time.  GP automate will provide this.

4) Free up non-clinical time

5) Improve patient satisfaction

How will the project be delivered?

Our PCNS are successful in piloting many new concepts e.g. trailblazers in running the BP@Home project.  We have senior sponsors who are committed to and would dedicate time to making the project work.  We would be supported by our Operational Manager who has a background in technology, innovation and EMIS. We are collaborating within 4 Practices our PCN who with all the Senior Partners and Practice Managers signing off on this bid.

Initially at a single surgery within the network to test and gather data on the effectiveness of the system. Then they will use this data to iteratively develop the system and improve the user experience for patients. We will be actively involving patients to understand their feedback and experience. The roll out to other surgeries will follow.  We anticipate significant growth helping transform the 8am rush to a seamless booking system that delivers quality care at speed.

How is your project going to share learning?

Within SASSE3 PCN we have a strong ethos of spreading project ideas which have worked.  This culminated in 3 different PCNs agreeing to share the same operational manager so we could test the implementation of tried and tested solutions in other services and share learning.  We will continue to do this and extend our learning across the Integrated Care System.  We would also be willing to present at national and local steering groups or primary care transformation boards etc to share our data and learning. We will also submit the proposal to international and national conferences on quality improvement for posters and awards.

We will offer our lessons learned for local adaptation and offer support to other areas who may want to develop this programme.

We believe that this solution has the potential to revolutionise the GP industry in the UK, and to making a positive impact on patients’ lives.