Health Care First: A Case Study in Modern General Practice

Health Care First, serving around 32,000 patients, worked with Xytal to redesign access using a clinically led total triage model as part of the national improvement programme. This included introducing a Clinical Assessment Team, switching to a more user friendly online consultation system, and redesigning patient pathways and communications.

Within the first month, over 9,200 online requests were processed and changes to appointment design created around 175 additional appointments each week. The new model improved clinical prioritisation, reduced duplication, and made it easier for patients to access care through the most appropriate route.

Further information on this case study:  https://www.xytal.com/news/view/process-improvement_case-study_healthcare/