Questions What are the results of the Triage trial for GP appointment systems which took place in early 2012 – see response from PCT to first recommendation below, and extract from Enter and View in Appendix 1 at a surgery which was taking part in this trial Are other ways that GPs are working to improve their booking system? Are Hackney GP’s offering enough appointments? (eg if multiply average time someone visits GP by number of patients on the list) What is the rate of non attendance? And how are GPs looking at reducing this? Is there evidence that any groups – for example young people, people not speaking English well, are using A&E because of the difficulty of accessing GP? How do GPs offer appointments to people who cannot speak English well? [ 20% of Hackney residents identified in the 2011 Census that they spoke English “not well” or “ not at all”] How many GPs offer online appointment booking? And what is the take up? How do GPs address any issues for people with learning disabilities and making appointments? [We have not had comments from people with learning disabilities about the appointment system directly, but have had comments that they have not had their yearly health check]. Is there any research to show if there are some patients who would prefer drop-in service – however long they had to wait – to booking service? received comments the difficulty of looking after disabled or hyperactive children in the waiting room – do surgeries have ways of prioritising these patients? many practices still use and 084 number? Do they offer a landline number as well? Recommendations/Questions to PCT related to this, and responses Recommendation/Question from Hackney LINk Response from Commissioner for Primary Care NHS North and the City Triage System As a result of the feedback about appointment systems a new triage system is being trialed in some Hackney practices, including the Allerton practice, where LINk carried out and The triage system at Allerton is part of a national pilot. Information is being collected on demand and capacity, and will be analysed in September in comparison to previous systems, and an action plan developed. Practices receive £5000 to implement the system, which we encourage them to spend on
Enter and View visit. What is the feedback on new triage system? aids like touch screen registration and real time surveys. Recommendation/Question from Hackney LINk Response from Commissioner for Primary Care NHS North and the City Use of 0844 Numbers Several people expressed concern about their GP surgery having an 0844 number. It costs between 3p and 5p per minute to call an 0844 number, the rate is the same whatever time of day. This compares with calling a local number from a landline of 3.4p peak rate, 1.7p evening & 0.6p on weekends. Mobile packages vary. For GP surgeries an 0844 number is attractive as it is an additional source of income. Issues People may be paying a lot more to call surgeries, especially from mobiles There is not good knowledge about 0844 numbers and their costs Recommendations That PCT looks into use of O844 numbers by GP surgeries Questions How many GP practices use 0844 numbers? Has the PCT advised GPs on use of 0844 numbers? Are call charges publicised by GP practices? As you will be aware the Department of Health announced a ban on premium rate telephone numbers in February 2005. This did not include the use of 084 numbers however the Department followed this announcement with amendments to the GP contract (GMS, PMS and APMS) [General Medical Services, Personal Medical Services, Alternative Provider Medical Services) Regulations and Directions. In April 2010 a contract variation was issued to all providers placing a contractual obligation to ensure that contractors must not enter into, renew or extend a contract for telephone services unless satisfied that people will not pay more to make calls to the practice than they would to make equivalent calls to a geographical number. On the Department published further guidance on the use of 084 numbers in the NHS. This further guidance has been issued to clarify what types of calls are included in the Directions and Regulations, the role evidence should play when considering the use of 084 numbers and the roles of the GP practices and other primary medical services contractors or Primary Care Trusts, other NHS bodies, and the Department in resolving disputes. NHS NELC [North East London and the City] has received a number of communications from patients, local MP’s and other parties raising concerns about the use of 084 numbers in surgeries. While practices are not prohibited from using specific number ranges (i.e. 084 numbers) NHS NELC does not support practices using these numbers. We therefore advise practices to avoid using these