With the Southeast Region now at c70% live with advanced telephony deployment, there is an opportunity to support practices and PCNs with the transformation and benefits realisation of this new capability.
Redmoor have been identified as the delivery partner to work alongside ICB teams to optimise advanced telephony within their area.
This is FREE to access for all Southeast Practices and PCNs.
What’s available now?
Summary of Support Offer
View our short video presentation by clicking here
Helpdesk
Helpdesk call back for 1:1 support on specific issues and access to subject matter experts via support@redmoorhealth.co.uk quoting reference: AT SE
Digital Journey Planner
The Digital Journey Planner is an online self-assessment system for GP Practices: www.digitaljourneyplanner.co.uk
March Webinars
We are currently reviewing the consultation feedback from PCNs – March delivery will be announced soon. Watch this space!
Resources
Click on the links below to watch the recordings of each presentation and for additional resources.
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Intended outcomes.
- Introduce shared/common policies around Advanced Telephony management of incoming calls
- To support training of Practice/PCN staff/teams to understand the ambition and get the optimum output from Advanced Telephony
- To understand and manage workload by looking at each supplier system dashboards and using them to optimise capacity to match demand where possible
- To provide suggestions and identify an area to work collaboratively across PCNs or multiple PCNs
- To provide support for an Advanced Telephony/Digital Champion in each PCN
- Engage with different patient groups to understand how best to serve their needs to ensure any changes in the Advanced Telephony do not disadvantage access
- Look at opportunities to improve access for certain groups such as easy speak messages and pathways for patients with LD or audio only options for those with low digital access
- Work with local patient groups to understand barriers to access general practice around Advanced Telephony to ensure we don’t widen access inequalities
- Develop consistent messaging and communications across Southeast region to ensure Systems, Practices, PCNs and Patients understand the changes in place with Advanced Telephony and the impact to them
- Support development of the flow into the Practice/PCN to manage demand considering routine and urgent access routes for patients and share learning
- Ensure Practices develop a ‘back office’ direct line for staff to access in and out of hours and for Partners and other non-patient stakeholders and support updating of business continuity protocols.
Questionnaire
As part of our ongoing consultation with Leads in the Southeast region, we’re encouraging all PCNs with AT to complete this questionnaire. It’s an opportunity to feed back about your experiences, it will also enable us to tailor the programme of webinars, workshops and support to the specific needs of the areas and PCNs.
Complete the questionnaire here