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Improving access for patients - a practice manager questionnaire.

James G Meade1, James S Brown

  • 1Lakeside Medical Practice, Enniskillen, Co, Fermanagh, Northern Ireland. meade_trillick@yahoo.co.uk

BMC Family Practice
|June 21, 2006
PubMed
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General practices adapted to new access targets, with most managers satisfied. However, appointment systems were modified, especially in deprived areas, and training gaps for receptionists were identified.

Area of Science:

  • Primary Health Care Research
  • General Practice Management
  • Healthcare Policy Implementation

Background:

  • The GMS contract introduced new access targets for general practices.
  • The administrative and professional impacts of these targets were previously unknown.
  • This study investigated the effects on appointment systems and practice manager satisfaction.

Purpose of the Study:

  • To assess the impact of new general practice access targets on appointment systems.
  • To evaluate practice manager satisfaction with the implemented access targets.
  • To identify challenges and adaptations in UK primary healthcare settings.

Main Methods:

  • A four-part postal questionnaire was distributed to practice managers.
  • The questionnaire utilized modified, previously validated instruments.

Related Experiment Videos

  • Data were compared with information from the Western Health and Social Services Board (WHSSB).

    • Main Results:

    • A high response rate of 94.9% was achieved.
    • Most practice managers reported satisfaction with the access targets.
    • Over half of practices modified appointment systems, particularly those in deprived areas.
    • Reduced booking flexibility was noted in group, urban, and larger patient list practices.
    • A quarter of practices lacked receptionist training in appointment management.
    • Smaller practices were more likely to use nurses for extra patients or triage.

    Conclusions:

    • General practices demonstrated adaptability to the new GP contract's access targets.
    • Key issues identified include appointment booking flexibility, receptionist training needs, and the evolving role of primary care nurses.