Serving over 6000 patients, Methilhaven Surgery in Fife were already experiencing high volume of patient demand before the COVID pandemic hit the UK. When they found themselves facing this new and significant challenge on top of their day to day workload, they knew it was time to try a new approach. We spoke to Practice Manager Nicole Kelly about the practice’s move to Online Consult, and how effective triage has improved their capacity.
When their local Health Board offered the chance to employ Online Consult, Methilhaven Surgery were eager to try a new way of working at their practice. Their existing system of offering pre-bookable appointments and triaging urgent cases over the phone was becoming unsustainable, and the team were looking for a new approach to manage demand.
Cutting the queues
Implementing Online Consult in July 2020, the practice soon saw the impact of this new solution, which uses branching logic to guide patients through a series of questions to determine the best avenue for care.
Gathering the right information
The partners and clinicians too were impressed with the new solution, which was collecting far more detailed information and allowing them to be ‘better prepared’ for their consultation.
Making the most of clinical resource
The surgery team found that Online Consult has enabled them to more effectively manage demand at their practice -. With more effective triage in place, there were less unnecessary appointments, and the team were able to make the most of their additional clinical resource.
Now a year down the line, Nicole and the practice team at Methilhaven can’t imagine going back to their old system, and are enjoying making the most of the newly introduced functionality such as the ability to upload photos.