Online appointments

The use of online appointment and triaging platforms through the pandemic has been well-documented. Such platforms have not always got the best reputation amongst patients and there is some variation in operational capability and patient experience. Some practices feel ill-equipped to effectively manage online platforms, leading to less promotion of the tools (in some cases switching them off) and a drop-off in patient use levels as a result.

The picture for online systems where the communication is instigated by the practice is more positive. For example, where a practice text links that ask patients to send in photos.

This points to the need to choose online platform with care, to reflect local ways of working. For example, a triage-based approach or a multi-skilled reception team or a two-tier operational model.

The best way to begin is to write a series of user statements. Whether it is possible to achieve these things will be a matter of solution capability and a factor of cost. Make sure the final user statements are included in any supplier contract as this will be invaluable if, later down the line, the solution doesn’t do what the sales rep said it would.