Palatine Group Practice launches online system to ease patient requests
Palatine Group Practice has introduced a new system for managing medical and administrative requests. The change aims to streamline appointments and alleviate pressure on the surgery. Patients can now submit enquiries online during specified hours each weekday.
The online form is accessible from 8am to 4pm, Monday to Friday. Patients can use it for both medical and non-urgent administrative issues. Any request made after 4pm must wait until the next working day when the form reopens.
Medical enquiries are initially reviewed by a GP or clinician. They then determine the best course of action for each patient. During the trial, only 100 medical submissions are accepted per day.
For urgent medical concerns between 4pm and 6pm, patients should contact the practice directly. Administrative requests go straight to the admin team for processing. Assistance is also provided for those unable to use the online service.
Early feedback suggests the system has reduced waiting times and is user-friendly.
The new approach differentiates urgent and routine requests while maintaining initial reviews with clinical staff. It remains uncertain how many other practices may adopt a similar model. The trial continues with a daily limit on medical submissions.
