This page looks at the practicalities of developing two of the key elements of the hub operating model: the creation of a PCN hub to triage and process online consultations and the design and development of wider PCN hub services.
Developing an online consultation hub
Online consultation processing can vary hugely across GP practices depending on how the model has been set up, who is responsible for processing the requests and how it is promoted to patients. Poor communication and/or delays in responding to online consultation requests can affect a patient’s experience and satisfaction.
Member Practices of a PCN may have different views on online consultations as a method of access. It is important to host planning and engagement sessions to share best practice, explore the challenges and opportunities and create a more unified vision of what a PCN hub can deliver.
The following critical questions could help the team when planning their PCN hub-based approach:
What is your starting position across your network?
What does your baseline data tell you? How are member practices currently using online consultations? What are their volumes and response times? What is working well and where are the points of frustration? Are there any gaps in the existing clinical systems that need addressing?
To what extent can the identified gaps be addressed by the new system?
Where will workarounds still need to be implemented?
What is the intended purpose of the hub?
Will it process all inbound online consultations and signpost accordingly, or act as additional capacity with practices doing the initial triage and referringinto the hub with clinically appropriate cases? Will the hub process clinical or administrative requests, or both?
What is the available budget for the model?
What PCN funding streams can be utilised to support the service, and will you ensure it is financially sustainable? What are the implications then in terms of how you staff the service and the impact this may have on the capacity and scope of your service?
What are the operating hours for the hub?
Will it contribute to enhanced access provision and, if so, in what way? What business continuity arrangements will need to be put in place to maintain service delivery if the Online Consultation service is not available or able to manage exceptional peaks in demand, for example?
How will the hub operate across your network?
and what arrangements need to be agreed across all practices? For example, what booking rights does the hub have into PCN services and practice appointment books?
How will you need to invest in the training needs of staff with regards to online consultation processing?
Given the risk appetite and scope of practice will depend on what clinical professionals are running the service, what are your targets in terms of proportion of online consultation requests that the PCN Hub should close?
How will you ensure the service is safe and resilient?
How will you ensure the right clinical and information governance is in place when developing the model? Scrutinise the clinical safety documentation provided by suppliers to ensure their products are being used for their intended purpose and can be configured as a PCN Hub. Ensure compliance as defined by the clinical safety DCB0129/0160 standards.
Digital PCN HUB Optimisation 