Two Requests in One GP Call: What Good Access Needs

A patient calls about an appointment, then remembers a second administrative question. That is an ordinary conversation. The practice needs to know whether both requests reached the right place.

This is a useful situation to include when assessing GP patient access. A call can sound smooth and finish politely while leaving part of the patient’s reason for calling unresolved.

Count requests as well as calls

One answered call can contain several tasks. If a report counts only whether the conversation ended, it may hide work that still needs attention. Define the outcome for each request before assessing the service.

For example, consider a fictional caller who wants to check how to make an appointment and also asks where to find a registration form. The expected outcome may be two pieces of guidance, two separate requests or a handover. The correct outcome depends on the practice’s agreed process.

Use an ordinary conversation in the demonstration

Introduce the second request naturally, as a patient would. Ask to change one detail before the call ends. Then review the resulting information with the person who would receive it at the practice.

1. Write down each request the caller made.
2. Check which requests were captured.
3. Identify the destination and responsible team for each one.
4. Read what the patient was told about the next steps.
5. Record anything that would require another call.

This is a process review, rather than a reason to expect every request to be completed automatically. A clearly explained handover can be the appropriate result.

Keep ownership clear after the call

Two requests may need different colleagues. The practice should be able to see which part has been dealt with and which part remains open. Otherwise, one completed task can make the whole conversation appear finished.

Ask staff where they would look for each task and how they would recognise a duplicate. Include the situation where the patient later uses the website to ask about the same matter.

Choose a measure that reflects the patient’s purpose

For a small pilot review, count calls containing multiple requests and record whether every request had a documented outcome or next step. Keep partly completed calls in the results. Record the follow-up work as well as the number of calls handled.

Use what you learn to adjust the practice process, the patient explanation or the proposed service. The useful question is whether the patient’s business with the surgery moved forward.

Bring your real workflow to an EMMA demonstration

EMMA by QuantumLoopAI supports patient access for NHS GP surgeries during surgery hours. Discuss the mix of requests your practice receives and ask the team to review the proposed outcomes with you.

Read our guide to EMMA for GP surgeries or book an EMMA demonstration.