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Useful resources

Digital transformation

Use this page to access a range of useful resources, including:

Digital access channels

Apps and the NHS App

Cloud-based telephony

Email and web forms

Letters

Online appointments

Smarter messaging

Social media

Walk-in

Websites

A female patient holding a child discussing medication with a GP during a video consultation. AdobeStock_396393561 from Adobe stock photos from https://stock.adobe.com/uk/
A male GP providing medical advice to an elderly male patient during a consultation. AdobeStock_84463582 from Adobe stock photos from https://stock.adobe.com/uk/
Photo of a patient booking into an appointment at a GP surgery reception desk. AdobeStock_533520768 from Adobe stock photos from https://stock.adobe.com/uk/
A close up photo of a patient holding a phone reading a message from their GP surgery. AdobeStock_487875177 from Adobe stock photos from https://stock.adobe.com/uk/

Glossary of terms

Download the glossary of terms

TermDefinition
Access demandThe number of patients attempting to use a service, ideally split down, and understood by channel (see below), time and date.
ARRSAdditional Roles Reimbursement Scheme
ToolkitOutline operating solution which others can easily replicate or apply to their own delivery solution to gain similar benefits realisation
ChannelGeneric term to cover the possible ways in which a patient can choose to communicate or which the NHS actively communicates with them – email, SMS, telephone, web chat, online consultation, website, mail, poster, notice
CQCCare Quality Commission
DDIDirect Dialling Inward – multiple telephone numbers into a single circuit
DFPCDigital First Primary Care
EoLEnd of Life
GMGreater Manchester
GPADGP Appointment Data
HInMHealth Innovation Manchester
HubOperational concept bringing together resources and operational management into a centralised space – virtual, physical or a combination of the two
IIFInvestment and Impact Fund
IVRInteractive Voice Response – system to allow callers to interact with options on the telephony system
KPIKey Performance Indicator
Lighthouse ProjectSmall scale but big picture project, highly focussed and delivered over a short period of time
OCOnline Consultation – enabling patients to contact a GP or other health professional over the internet
Omni-channelMultiple channels of communication (see above) brought together into a single and cohesively managed workflow (often also referred to as multi-channel)
PASPatient Access Strategy – Combined and cohesive approach to the management of communication channels
PCNPrimary Care Network
QMFQuality Management Framework
QOFQuality and Outcomes Framework
RAG statusSimple progress classification: Red (requires improvement); Amber (middle ground); Green (performing as expected)
RoboticsThe use of technology enabled solutions, such as AI (see above) to automate repetitive tasks
Routed-backWhen contacts, being handled by a centralised team on behalf of another organisation (in this case a local practice), are re-connected to the original source organisation (the local practice) to enable the customer to interact with the team there
SaaSSoftware as a Service – allowing users to connect to and use cloud-based applications
Search, Call and RecallProcess for using demographic information held within clinical systems to identify and engage patients who are due or overdue key medical appointments, checks or immunisations
VirtualUsing technology to realise benefits which may otherwise have required traditional, physical investments. For example, a virtual team could be across multiple sites, using technology to connect them together into one team

Guidance for further reading

Download the guidance for further reading

Project documentation templates

Download the following project documentation templates to help you with a digital project in your general practice.

  • Patient to GP process flow map this document visually describes the flow of patient access to GP services
  • Project charter this document helps to describe a project’s purpose, scope and stakeholders
  • RACI matrix this document is used to define team roles across 4 categories: Responsible, Accountable, Consulted, and Informed

Further information

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