Overview
Managing healthcare access for dementia patients presents unique challenges, particularly in ensuring they receive timely support while minimising confusion and anxiety. To address this, a personalised caller routing system was implemented at Peel Hall Medical Practice to improve accessibility and patient experience.
This initiative aimed to provide a structured and patient-friendly approach to manage the patient’s access to the practice, enhancing care continuity for dementia patients and reducing missed appointments.
The challenge
Dementia patients often experience difficulties in remembering appointments, managing communication and navigating complex digital or call flows. While digital health solutions have improved access for many, they can inadvertently exclude vulnerable groups such as dementia patients who may struggle with smartphones, online portals, or automated phone systems.
The primary objective of implementing the Personalised Call Routing system was to provide a more accessible and supportive call flow management system tailored to the needs of dementia patients and their care navigators.
Key goals included:
- Reducing the administrative burden on GP practice staff through automation and efficiency improvements
- Providing a structured yet flexible system that reduces confusion and anxiety
- Enhancing care navigator involvement by offering shared notification features being used for inbound calls – showing that the patient has dementia before the call is answered
The solution
The system was integrated into the existing processes at Peel Hall Medical Practice in Manchester.
- Evaluation metrics: The success of the Personalised Caller Routing enhancement provided bespoke reporting to monitor and manage patient care
- Automated call routing: Patients are separated into cohorts to deliver the right flow to manage their requirements/needs
- Care navigator notifications: The system allowed care navigators to receive an indication of the patients needs before answering
- Simplified response options: Instead of navigating complex digital menus, patients are able to get to the right place first time
Early results & impact
Traditional systems often assume a level of digital literacy and memory recall that dementia patients may struggle with. By introducing an automated yet patient-friendly system, GP practices were able to bridge the accessibility gap while maintaining efficiency.
Implementing this feature into core telephony and patient management systems required minimal training. Once deployed, practices could configure personalised callback routes, ensuring that dementia patients receive appropriate support.
Key benefits:
- Increased accessibility: Provided a structured, non-digital method for dementia patients to receive appointment reminders
- Enhanced care navigator support: Shared notification features ensured care navigators were involved in the patient’s healthcare journey
- Administrative efficiency: Automated callbacks saved valuable practice staff time, reducing the need for manual follow-up calls
- Reduced patient anxiety: Personalised scheduling improved patient confidence and comfort in managing healthcare appointments
“Excellent, thank you. I call on my uncle’s behalf, as he has dementia, my call was dealt with very promptly.”
Patient Feedback
Looking ahead
After initial implementation for dementia patients was so successful and the patient feedback was so positive, the routing options were extended to patients in palliative care and cancer patients.
“The whole team at Peel Hall Medical Practice are all onboard for any changes that improve the patient’s journey within our surgery that also reduces workload and pressures”
Jang Bakhat
Business Manager, Peel Hall Medical Practice
Summary
The implementation of the Personalised Call Routing significantly improved the patient experience, reduced administrative workload, and enhanced caregiver involvement.
By offering a structured and patient-friendly communication system, GP practices were able to provide better support to dementia patients, reducing anxiety and improving overall healthcare experiences.
Traditional systems often assume a level of digital literacy and memory recall that dementia patients may struggle with. By introducing an automated yet patient-friendly system, GP practices were able to bridge the accessibility gap while maintaining efficiency.
Implementing this feature into core telephony and patient management systems required minimal training. Once deployed, practices could configure personalised callback routes, ensuring that dementia patients receive appropriate support.
This case study highlights the importance of designing accessible healthcare solutions that cater to the specific needs of vulnerable patient groups. The success of this initiative sets the stage for further innovations in patient-centred communication technologies, ensuring healthcare remains inclusive and effective for all patients, regardless of their cognitive or technological limitations.