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CCG in Lancashire rolls out online consultation system

22/06/21

Mark Say Managing Editor

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Heywood, Middleton and Rochdale Clinical Commissioning Group has begun to roll out an online consultation system from Advanced and Spectra Analytics.

It has run a pilot using the PATCHS system at three practices – Littleborough Health Centre, Argyle Street Medical Centre and Peterloo Medical Centre – and plans to go live with it at all 36 before the end of August.

It is currently delivering remote training and webinars to onboard staff as well as refine and develop the system further based on user feedback.

PATCHS enables patients to contact their GP from their practice website or smartphone, and includes triage and workflow functionality to enable a practice to handle hundreds of requests simultaneously. Advanced said this allows practice staff to prioritise and signpost patients to the right care provider.

Kelly Vines, practice manager and partner at Littleborough Health Centre, said: “Since the start of the Covid-19 pandemic, all GP practices have been expected to provide digital services. However, many were left using different and disjointed solutions.

“When each practice receives around 300 calls between 8am and 10am each day, and there is a corresponding rise in complaints because people are understandably anxious about Covid-19, there needs to be a better, more organised way. We needed a single solution, and Advanced has delivered.

“During the pilots, we have seen a reduction in the number of inbound calls and a decrease in the number of unnecessary appointments. Crucially, it has enabled us to triage patients more effectively and quickly which is a win-win for both practices and patients.”

Image from iStock, Brian A Jackson

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