Case Studies – workflows

We use our experience across hundreds of practices to help you see how small changes could make all the difference to your staff and patients.

Stick with your existing workflow

1. Increase awareness to improve patient uptake – Hedge End

Before eConsult

  1. Patients contact GPs through existing methods
  2. Increased demand for appointments and difficulty managing patient needs
  3. Increased stress on practice Difficult to book appointments

After eConsult

  1. Practice introduce eConsult
  2. Direct marketing from practice to raise awareness and use of eConsult
  3. 25% channel shift to online. Save one GP slot per week.

2. Improve management of resources – Chelston​ Hall

Before eConsult

  1. Patients contact GPs through existing methods
  2. GPs still see the most patients regardless of need
  3. Most expensive resources seeing the most patients – difficulty managing workload

After eConsult

  1. eConsult added as a new contact path to replace some of the demand through other channels
  2. All requests through eConsult are triaged to the most appropriate healthcare professional
  3. Improved use of resources, GPs see the most complex patients. Other healthcare professional see relevant patients

On the Day demand model

1. Replace telephone triage with online – Sidcup

Before eConsult

  1. Patients ring practice from 8am to request a same day appointment. Long wait time for patients
  2. Duty doctor telephone triage: 40-50 callbacks/ day
  3. Doctor leaves at 9pm

After eConsult

  1. Telephone triage is replaced by eConsult. Instant access 24/7
  2. More efficient online triage. Fewer duty doctor telephone callbacks.
  3. Majority of patients are managed without a face to face. Duty doctor leaves at 6pm

2. Replace walk-in triage with online – Stonehaven

Before eConsult

  1. Patients queue at practice from 8am to request an on the day appointment
  2. 60-70 walk-ins everyday regardless of need
  3. Long patient wait and increased pressure on the practice. Some patients may not require a GP

After eConsult

  1. All on the day requests come through eConsult, rather than walk-in
  2. 50-60 eConsults/day triaged by clinical need by duty doctor
  3. Majority of patients are managed without a face to face. Duty doctor leaves at 6pm

Admin

1. South View

Before eConsult

  1. Patients must come into or call the practice for admin requests
  2. Patient completes admin form and then brings in or sends to practice
  3. On completion of form request is triaged to relevant staff

After eConsult

  1. All on the day requests come through eConsult, rather than walk-in
  2. 50-60 eConsults/day triaged by clinical need by duty doctor
  3. Majority of patients are managed without a face to face. Duty doctor leaves at 6pm

Centralised Working Model

1. eHub

Standard eConsult model

  1. eConsults sent to practice as normal
  2. All eConsults managed by individual practice
  3. Continuous need for training. No shared resources

With centralised working model

  1. All eConsults go through a centralised processing hub
  2. More than 75% remote closure rate by a specialist team
  3. Practice relevant requests are triaged back to practice. Resources shared across the practice. Available in and out of hours