Challenging the appointment-first model

The traditional “appointment-first” model is facing scrutiny. Jacob Haddad, CEO and co-founder of Accurx, explores how flipping the script could hold the key to a more sustainable future for healthcare delivery

CREDIT: This is an edited version of an article that originally appeared on NHS Confederation 

Gone are the days when scheduling appointments on a first-come-first-serve basis sufficed. Today’s healthcare environment demands a more agile approach, one that prioritises efficiency without compromising patient care. The solution? A strategic shift away from the appointment-centric mindset towards a more dynamic triage system. Practice managers can glean insights from this article to implement more efficient patient triage systems, leverage digital tools for streamlined communication and workflow management, and prioritise staff satisfaction and retention, ultimately leading to improved practice efficiency and patient satisfaction.

Prioritising triage

Imagine a primary care practice where every patient request undergoes careful assessment before being assigned an appointment. This proactive approach not only streamlines the patient journey but also optimises clinician time. By embracing messaging platforms and digital tools, practices can swiftly address a significant portion of patient queries, freeing up valuable resources for complex cases that truly require face-to-face consultations.

The impact of this paradigm shift is tangible. Practices that have embraced triage-first approaches report reduced call volumes, substantial cost savings, and a surge in patient satisfaction. Take Peel Hall Medical Centre and Meadowgreen Health Centre, for instance, where innovative strategies have led to faster resolution times and happier patients.

Digital transformation

Central to this transformation is the adoption of digital tools. Seamless communication, streamlined workflows, and patient-focused pathways are no longer just buzzwords but essential components of modern healthcare delivery. By leveraging technology effectively, practices can enhance efficiency, improve patient outcomes, and empower their workforce.

Staff retention and satisfaction

Beyond the benefits for patients, this shift towards a triage-first approach has profound implications for staff morale and retention. By empowering healthcare professionals with efficient workflows and meaningful patient interactions, practices can foster a culture of fulfilment and dedication, ultimately reducing burnout and improving job satisfaction.

A system-wide approach

The ripple effects of this approach extend far beyond individual practices. By optimising patient pathways across the entire healthcare spectrum, from acute trusts to community trusts and pharmacies, we can create a more cohesive and patient-centred healthcare ecosystem. This holistic approach not only enhances patient access but also addresses broader challenges such as waiting lists and patient flow.

By embracing a triage-first mentality and harnessing the power of digital innovation, practice managers can improve practice efficiency, effectiveness, and, most importantly, patient care.