GP Patient Access: Connect Phone and Online Requests

Improving GP patient access starts with the whole patient journey: choosing a contact route, explaining a request, reaching the right team and understanding what happens next. A practice can answer calls quickly and still leave patients uncertain if the request then stalls.

Review telephone and online access together. Patients may switch between them, repeat a request or need help completing a form. Your reception team needs a clear view of what has already happened and who owns the next action.

This guide gives practice managers and PCN teams a practical way to examine those journeys before buying another tool or changing a process.

What does good GP patient access look like?

A useful access route lets a patient explain what they need, makes the next step clear and provides a workable alternative when the route is difficult. For the practice, it creates a request that reaches an accountable team with enough information to act.

Reviewing access therefore involves more than counting answered calls or submitted forms. Check whether the request reached the intended destination, whether staff had to collect the same information again and whether the patient had to make another contact.

Map one request across phone and online channels

Choose a common administrative request and follow it from the patient’s first contact to its outcome. Use a fictional example so you can test the process without exposing patient information.

1. Find the relevant telephone or website route as a patient would.
2. Complete the steps needed to submit the request.
3. Read the confirmation and record what the patient is told to expect.
4. Locate the request in the practice’s working system.
5. Identify who acts on it, how it is marked complete and how the outcome reaches the patient.

Repeat the exercise when the patient changes channel. For example, can a member of staff identify an online request when the patient subsequently calls? Record any extra checking or re-entry required.

Understand what each type of tool contributes

The names of the tools do not establish how they work together. Ask for a demonstration of your actual route. A telephone system, an online form and a website conversation may support different tasks, even when they all appear under the heading of patient access.

Protect the route to a member of staff

Some patients need help with communication, have difficulty using a digital route or simply cannot complete the task through the options offered. Include those situations in your review.

Test how a patient requests human assistance, how that request reaches staff and what happens when the receiving team is busy. Involve reception colleagues in designing the process, because they see where patients become stuck and what information is missing.

Include accessibility in the review of any digital product. The NHS DTAC framework includes usability and accessibility alongside other assurance areas.

Measure progress across the whole request journey

Choose a short set of measures that helps your practice understand whether access is improving. Keep the definitions consistent before and after a change.

• Abandoned calls: how many callers leave before their request is captured?
• Completed handovers: how many requests for staff assistance reach the intended team?
• Repeat contacts: how often does a patient contact the practice again about an unresolved request?
• Staff rework: which requests need correction, re-entry or further information?
• Patient feedback: do patients understand the route and what happens next?

Review differences between contact routes and practice sites rather than relying only on a combined average. Use the findings to choose the next process improvement and check its effect.

Where EMMA fits

EMMA by QuantumLoopAI is an AI patient access system for NHS GP surgeries. EMMA supports patient contact during surgery hours. Clinical decisions remain with appropriately qualified staff.

When considering EMMA, bring the systems and consultation tools your practice uses, the requests you want to handle and the handover arrangements you need. The demonstration should establish the specific workflow proposed for your surgery.

For a structured supplier review, use our AI reception buyer’s guide. Read more about EMMA for GP surgeries, or book an EMMA demonstration to discuss your access routes.

GP patient access questions

Should telephone and online access be reviewed together?

Yes. Looking at both routes helps the practice identify repeated requests, unclear ownership and extra work when patients move between channels.

Does faster call answering prove that access has improved?

It is one useful measure. Also check whether requests reach the appropriate team, whether handovers succeed and whether patients need to make contact again.

What should we check before introducing a new access tool?

Review the patient journey, workflow fit, human assistance, current assurance documents and the measures you will use to assess the change.