Our PCN is delivering a new model of access in 2025/26
Our goal is to deliver a consistent, equitable, and responsive model of access across all 10 practices within Hounslow Health PCN. This includes ensuring timely, same-day or next-day clinical triage, improving digital access, and making best use of our multidisciplinary team. Our model is patient-centred and data-informed, designed to ensure no patient is left behind due to digital exclusion, language barriers, or socio-economic challenges.
We aim to build a resilient and modern general practice model that:
- Offers timely responses to all patient requests.
- Matches patient needs with the most appropriate professional or service.
- Promotes continuity of care for complex and high-need patients.
- Reduces unnecessary A&E and urgent care attendances.
Utilises technology and workforce skill mix to improve capacity.
We are developing a total triage model using online tools such as SystemConnect, aiming for full rollout across all practices by March 2028. This approach ensures all patient requests are assessed on the day they are received and routed efficiently:
- Online consultations and telephone requests will be triaged by trained care navigators.
- Clinical triage will be led by Advanced Nurse Practitioners (ANPs), with oversight from our centralised triage hub.
- Patients will be navigated to the most appropriate service: GP, nurse, Pharmacy First, enhanced access, social prescribers, etc.
- Demand will be managed using a combination of same-day acute slots, Saturday clinics, and signposting to community services.
- Digital inclusion and health equity will be addressed through non-digital access routes and translation support.
Our phased rollout has already begun in three practices and will continue across the PCN, with full implementation targeted for March 2028. Equality impact assessments and ongoing patient feedback will guide refinement throughout.
We have established SOPs to ensure safe and timely management of online consultations:
- All online consultations are monitored continuously during core hours.
- Urgent flags are reviewed within 2 hours and escalated to clinical staff as required.
- Non-urgent requests are triaged and responded to within 48 hours.
- Safety netting includes clear escalation triggers and assigned clinical responsibility.
- Practices maintain full digital access with no caps on submissions.
SOPs are audited monthly and reviewed quarterly at PCN level for quality assurance.
This model:
- Builds on feedback from Healthwatch reports, WSIC data, patient engagement events, and the GP Patient Survey.
- Reflects patient preferences for weekend and digital access.
- Aligns with the digital infrastructure already in use across our practices (SystmOne, NHS App, SystemConnect).
- Supports better outcomes by improving access, reducing variation, and promoting proactive care for complex cohorts.
All activities will be reviewed at PCN level to ensure alignment, with delivery occurring locally at practice level. This balance allows for consistent standards while retaining flexibility to meet local need.
If you are a patient of one of our practices and would like to input our improvement plan, please join our Patient Participation Group by signing up here.