AI tech improves GP access for thousands of patients in Hull and York

Up to 60,000 patients across Hull and York will now be able to enjoy better access to their GPs, thanks to new, cutting-edge, online triage technology

Haxby Group, which manages 11 GP surgeries, has become the first in the UK to switch over to the Klinik Access online system. Patients across the country are increasingly finding it more difficult to get hold of their GPs. Haxby Group has addressed this trend by offering patients a simple online assessment to help streamline patient flow.  

Using an innovative medical artificial algorithm, the Klinik Access solution combines an AI-infused symptom checking and urgency assessment to prioritise patient care. “Many requests are simply too nuanced for the administrative teams to manage over the ‘phone,” explains Dr Thomas Patel-Campbell, Haxby Group GP partner and chief clinical information officer (CCIO). 

“For instance, paramedic and physio background members of the team are qualified to select who needs to see them, but a non-clinical receptionist can’t do that.”

The Klinik system sends these requests directly to Haxby Group’s urgent care team so they can decide the urgency of the case, and how it should be treated.

The system was first introduced for patients at two of its York surgeries – and patient uptake of the service has been impressive. Results show the weekly average of online enquiries had risen from 0.1% at the start, to 24% in less than two months of the new system going live and 86% of patients rated the new online triage system as good or excellent.  

Improved communication

Haxby Group reception manager Kelly Butterfield says the new system has helped her team improve communication with patients. “In many instances patients felt we were a barrier to their GPs. Now, we can explain that this new solution will put their care needs first, rather than simply working on a first come, first served, basis,” she says. 

The new Klinik online system removes patient frustrations by allowing doctors to review their patients’ enquiries and call them back that same day with a plan of care, arranging a face-to-face review for those patients who need it. Available 24/7, the online service has resulted in patients feeling that they have gained contact with their own GPs, and are no longer taking up valuable appointments needed for others. 

Doctor-patient relationships are improving and consultation times are speeding up. More in-depth pre-appointment information is now inputted into the Klinik system, resulting in medical teams being increasingly knowledgeable in consultations, allowing patients time to make their concerns and expectations clear. 

Further roll-outs of the Klinik Access solution are expected in Lancashire, Hull and the South East.

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