Patient satisfaction with GP services is at an all-time low, and improving access is always cited as a key priority. Recent research from the Health Foundation shows that patients don’t just want access to more appointments; they want guidance about what to do about their symptoms and fewer barriers to reaching services. Thinking too narrowly about access risks undermining different dimensions of access that matter to patients beyond simply getting a GP appointment – like speed, convenience, and whether it’s online or in-person.

Triage systems, like the one used across all GP PathfinderClinics, are key to ensuring that patients are able to access the right services at the right time. This has notably improved the patient experience by offering more accessible and timely services. The elimination of extended wait times and the ability to handle requests efficiently have significantly boosted patient satisfaction. Additionally, the streamlined workflow has enhanced staff efficiency, allowing healthcare providers to focus more on patient care rather than administrative tasks.