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1.2 Reception care navigation: The 'frontline team', AT Medics, London

Up to 1. Active signposting
June 15. 2016
Robert Varnam

Receptionists in the practice are trained and supported to do more than just book appointments with GPs and nurses. They seek to find out what the patient's need is and then they connect the patient to the most appropriate source of advice or help for their query or problem. Often this will be a GP, but receptionists are often able to answer queries themselves (for queries about prescriptions, referrals, test results and appointments). Using a directory of services, they can often also signpost the patient to another source of support in the community. For people with social needs, these are often much more appropriate than a medical appointment.

Since introducing this way of working, a number of AT Medics' practices have seen a 25% reduction in demand for GP appointments. 

Download case study

September 04. 2016
Robert Varnam

You can now view videos introducing this work:

May 30. 2017
Robert Varnam

A detailed case study is now available, looking at three ways in which the AT Medics practices in London have expanded roles for reception and clerical staff. Download  here.

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