Background

A multi-site GP practice engaged PCMS to undertake a focused two-day operational review across both practice locations. The practice was experiencing increasing pressure around patient access, workforce capacity, and operational demand management.

A key concern identified by the Partners and Management team was the introduction of “unlimited” triage until 6:30pm under the new contract requirements, which had significantly increased daily demand and placed additional strain on clinical and administrative teams.

The practice specifically requested support and recommendations around managing triage demand more effectively and sustainably.

The review began with meetings involving the Partners and Practice Management team to discuss:

• Current operational pressures
• Access and appointment systems
• Triage processes and demand
• GP and clinician workload
• Wider workforce utilisation

A detailed operational observation was then undertaken across both sites, including reception workflow, patient flow, administrative processes, and dispensing operations, to identify inefficiencies and pressure points.

The second day focused on:

• Workforce structure and skill mix utilisation
• Administrative workflow management
• Review of digital systems and operational processes
• Discussions with key staff members

The review concluded with an initial feedback session outlining key findings, risks, and early recommendations.

The review identified several core challenges:

• Significant pressure caused by unrestricted daily triage demand
• Increasing GP workload and capacity constraints
• Inconsistent workflow and operational processes across sites
• Underutilisation of wider clinical and administrative teams
• Administrative inefficiencies contributing to delays and workload pressures

Recommendations & Outcomes

PCMS provided practical recommendations focused on:

• Strengthening triage management processes
• Improving allocation of patient demand across the wider clinical team
• Optimising appointment utilisation
• Streamlining administrative workflows
• Standardising operational processes across both sites
• Improving workforce sustainability and operational resilience

The review provided the practice with a clearer operational structure and practical strategies to better manage increasing demand while improving efficiency