Chiswick Primary Care Network – Access Model 2025/26

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Background – NW London

Across NW London, we want patients to know they will get high quality, timely, care at their local GP practice. The NW London Improving access specification aims to support general practice services to develop models which build resilience and make effective use of resource.

This should mean better access, best use of clinical time, reduced waiting times, and increased continuity and proactive care for those that need it. The first year of delivery will focus on the responsiveness of general practice, build the foundations of a model to provide high quality continuity of care, and drive better use of digital tools to promote access.

Chiswick

Chiswick Primary Care Network (PCN) aim to build on the work already undertaken and delivered in 2024/25. Take the expectations of the Government 10-year plan and its patient population to develop and deliver an access model that is multi layered, functional, responsive, agile and user friendly. The model will aim to offer equitable, consistent, patient centred care supported by data, evaluation, patient engagement and learning from existing models and introduction and expansion of digital systems, and the use of multi service provision and teams.

Our Model is a starting point for delivery across three years of work, patients need to take the journey with us and change needs to be implemented slowly at practice level, giving access and care that feels designed around the individual. This is then expanded to be delivered at PCN level, bringing efficiency, quality and equality without losing the feeling of individualism. This will take time, shared learning, communication, patient input and secondary and community service engagement with a team approach.

Patient Involvement

How do you plan to engage patients throughout the year?

  • In person feedback/suggestions – within the practice and during wrap up time with the clinical professionals. Need for a defined standard mechanism
  • Events – Development of annual calendar including themes, timings and dates
  • Survey – development of meaningful PCN survey, patient led through PPG
  • PPG meetings – Contained within annual calendar, regular dates and with regular access item
  • Pop ups e.g. App on-boarding and support, community service overview events and education
  • Friends & Family reporting continuation with expectation that data is used for discussion
  • Community space delivery of services to the local community and use this as a feedback loop

Patient engagement feedback highlighted the request for more frequent communications, access to the clinical and operational teams, in more frequent and diverse manners. This is to ensure we engage with as wide a spectrum of the patient population and capture the feedback from as many diverse groups as possible.

– Newsletter – frequency and volumes – variable, can be limiting

– Email – frequency, volume, type, open rates – works but needs consistent
approach

– SMS – frequency, type, delivery % – cost can affect willingness to support

– Events – frequency, type, attendance numbers – very affective

– PPG – frequency, attendance numbers – demographic can mean tunnelled
conversations and ideas

– Home Visits – volume and relevance

– Ongoing consultation with the various patient groups when planning out and
delivering some of these initiatives. This will include in person representation by the patient representatives within some of the forums and planning groups.

– There have been sub-groups set up within the overall PPG which have been defined and now in place to represent the various initiatives and workflows the patients have deemed most critical. These sub-groups will be consulted and invited to contribute to the respective work-stream initiatives.

– The activities and education Calendar will be reviewed and content led by the patients

If you are interested in becoming a member of Chiswick PCN’s Patient Participation Group. Please email nhsnwl.chiswickpcn@nhs.net stating your name, practice where registered and contact details.

Chiswick Primary Care Network Access Plan 2025 and beyond

Our Aims

  • To increase and improve access to all services within practices and the PCN for all patients. No matter how they engage with their practice
  • To Increase operational efficiency reducing day to day processing and management, overheads resulting in reduced touch points per patient visit and treatment plan.
  • To reduce waiting time for routine appointments across the PCN
  • A reduction in response times (call backs, emails, appointments etc)
  • An increase in same day / next day appointment availability for priority patients and issues
  • An increase in engagement with the PCN patient community, giving them a real voice to power change and valuing their insight
  • To welcome new technology and empower its use
  • Improved patient satisfaction rating (patient survey participation and results)
  • Improved staff satisfaction rating

Our approach

  • Through practice engagement, review and action. The PCN will support the practices to review current systems, supply both hard and soft data and offer expert support to make the changes necessary to achieve the timelines and goals set.
    This will in turn offer clear and smooth methods of contact with practices for patients, with an emphasis on clear up front sign posting giving patients a full range of options available to them, and the confidence that the option given is the best option based on their care needs to access prompt and relevant treatment. Providing patients which multiple choices in terms of channels of
    contact, which best suit their needs.

Our access plan aims to deliver a system/service that ultimately offers patients both responsive and proactive, equitable, appropriate, quality care, in the right place with the right team. Leaving no one behind

Signed on behalf of Chiswick Primary Network

Dr Chloe Hillman

Clinical Director

Chiswick Primary Care Network

Sarah Herdman

Director

Chiswick Primary Care Network