We are constantly working on ways for our patients to access the care they need, when they need it.
To support us to do that, our local Integrated Care Board (ICB) has developed a description of the access service, with measures, and allocated some funding to deliver the NW London Improving access specification.
This specification aims to support Practices to develop models which build resilience and make effective use of resources. This should mean better access, best use of clinical time, and increased continuity and proactive care for those that would benefit the most from it.
To ensure transparency and to make sure your voice is incorporated into what we do, we’re now sharing a summary of these plans with you.
We encourage feedback and ask that any questions or comments are first raised at your Patient Participation Group (PPG). If they are about access more widely, you can contact nhsnwl.centrallondon@nhs.net for the Integrated Care Board.
Access Improvement plan for West End & Marylebone Primary Care Network (PCN)
To support improvement across the system, the access specification in 2025/26 NW London ICB asks PCNs to work with their constituent practices to develop access improvement plans. Here is a summary of the plans that have been submitted for your PCN on behalf of your GP Practice.
· Integrated Access Model: West End & Marylebone PCN is setting up a simple, patient-focused way to help people get same-day or next-day care, make sure those with ongoing needs see the same clinicians, and reduce differences between practices.
· Centralised triage via eHub: All requests are managed in one place from 8am to 6:30pm using PATCHS and trained staff, following clear rules for urgent cases and making sure patients who need continuous care are seen by the right team member.
· Digital inclusion and self-service: We are encouraging patients to use the NHS App to make things easier, cut down on phone calls, support people who speak different languages. We are aiming for 10% more patients to use the app by March 2026.
· Workstreams for improvement: We will run a receptionist training programme and ‘continuity of care’ framework (a system to track care for patients who need it most) as well as doing regular checks of our services, and holding patient events and surveys to get feedback.
· Equity-focused design: We are working to reduce health inequalities by communicating in different languages, reaching out to local communities, and working with groups who are often overlooked to make sure our services fit their needs.
· Performance targets: Our main goals are to answer 90% of calls within 10 minutes, reply to 90% of online requests by the next working day, and make sure all clinical work is recorded properly and checked with regular reviews.
· System-wide benefits: These changes should lower paperwork, help staff use their time better, make it easier for patients to get help, boost satisfaction, and keep people out of urgent care by improving primary care services.
