Our Journey with Carolside Medical Centre: From Challenges to Transformational Change
This follow up case study highlights our shared journey and demonstrates the enduring impact of our collaboration, from the initial challenges to continued success.
Established in 1904, Carolside Medical Centre has been serving the Clarkston area in Scotland and has a patient base of nearly 10,000 individuals. However, with the increased demand on their phone lines, exacerbated by the COVID-19 pandemic, the practice faced challenges in managing patient queries effectively.
Interview with Lindsay Brynes, Carolside Practice Manager
Initial challenges
- High telephone call volumes, placing pressure on staff and patients
- Inefficiencies in triaging and managing patient demand
- A need to modernise operations to meet growing expectations, while maintaining accessibility for all demographics
Continuing the journey
Phone call management
Despite a growing patient list, phone calls have maintained a steady 30% reduction, demonstrating the practice’s ability to balance traditional and modern communication methods.
Patient forms insights
- 68% of “Request an appointment with the doctor” requests result in appointments
- 77% of nurse or HCA appointment requests are accommodated
- Practices retain complete control over the system, including the ability to pause or manage online forms based on current capacity
Engaging all demographics
The system is designed to accommodate varying literacy and IT skill levels, ensuring accessibility for patients with disabilities and those from underserved communities. For example:
- Deaf patients benefit from online options
- Blind patients can rely on traditional phone access
- The combination of phone and online forms ensures no patient is left behind
Demand trends
In March 2022, a 15% increase in demand was managed effectively, demonstrating the platform’s capacity to handle varying patient needs without overwhelming staff.
Early impact
- A 30% reduction in phone call volumes within the first six months, achieved while maintaining robust controls that allow practices to manage the flow of online requests effectively
- Improved demand management, with staff able to triage more effectively
- Enhanced patient access to self-help resources, reducing unnecessary appointments
Looking ahead
Carolside Medical Centre’s sustained progress highlights the transformative power of our partnership. Our future plans include:
- Enhancing analytics tools to support GPs in demand management, enabling them to make data-driven decisions
Our partnership is about helping GPs manage demand effectively while ensuring accessibility for all patients. By giving practices the tools to control their workflows, we are fostering efficiency and inclusivity without overwhelming resources.
“Admin staff really like being able to mix things up between answering calls and dealing with online requests. We are able to create preset responses meaning that online forms are quicker to deal with and we provide consistent messaging. Patient feedback has been very positive.”
Lindsay Brynes, Practice Manager, Carolside Medical Centre