An independent, NHS-funded evaluation has confirmed the significant benefits of an innovative Smart Triage system implemented at Groves Medical Centre, a leading family GP practice in Surrey and South West London. Since its introduction in October 2023, this AI-powered patient triaging system has revolutionized primary care delivery, resulting in unprecedented improvements in patient access, practice capacity, and staff working patterns.

The evaluation, conducted by Unity Insights and funded by Health Innovation Kent Surrey Sussex, assessed the system’s acceptability, effectiveness, and impact on health inequalities over a period of five months. Key findings revealed remarkable enhancements in patient care: waiting times for pre-bookable appointments were slashed by 73%, falling from 11 days to just 3. Additionally, the centre experienced a 47% reduction in phone calls during peak hours, effectively eliminating the notorious “8am rush” that many practices face.

Moreover, same-day appointment requests dropped significantly from over 62% to 19%, which allowed for a notable increase in pre-bookable appointments. Patients benefitted from an average of 61 available appointment slots per request, leading to a 14% decrease in no-show rates.

Dr. Andrea Fensom, a GP partner at Groves Medical Centre, emphasized the system’s positive impact on patient experience, stating that GPs now spend 50% more time with each patient due to the transition from 10 to 15-minute appointments. This shift has resulted in an 8% increase in appointments delivered per working day without the need for additional staffing.

Jake Kennerson, the Group Manager at Groves Medical Centre, highlighted the swift and impactful changes achieved during peak winter months, showcasing the system’s potential for broader adoption across the NHS. Carmelo Insalaco, CEO of Rapid Health, echoed this sentiment, noting Smart Triage’s capability to alleviate long waiting times and streamline patient access.

By fully automating the patient navigation process, Smart Triage empowers individuals to access care more conveniently, setting a new standard in primary healthcare delivery. As the evaluation demonstrates, the system’s transformative results may serve as a model for other practices seeking to enhance patient access and efficiency in the NHS.

Article written by Oliver Johnson

03/10/2024

Source:

Med Tech news

https://www.med-technews.com/news/Digital-in-Healthcare-News/ai-triage-system-achieves-73-reduction-in-waiting-times-according-to-nhs-study/