Inclusive Health Primary Care Network was formed comprising 7 GP practices across West London.
Our philosophy is to provide high quality and accessible health care through partnership; by matching resources to patient needs; and by caring for staff through structured support, education and training.
We particularly target our efforts at areas of unmet need.
We believe that high quality primary healthcare depends upon three key principles which underpin our model of service provision:
Accessibility
All patients are able to access high quality primary health care, irrespective of age, sex, ethnic background, language or culture. Services therefore are tailored to the local need and are developed by the local community in partnership with ourselves and other health professionals.
Excellence
Many excuses are made for what is often poor quality primary care. We believe that the care that is provided, no matter what the area and local health needs, should be of the highest quality.
Partnership
Modern primary health care involves delivery of complex and diverse services. Good primary care can only be provided by strong, supported and diverse team working in partnership with patients; professionals; Commissioner and other stakeholders. For Inclusive Health, this means that as much effort goes into managing the processes of health care provision as goes into the outcomes.
Improving Access to Your GP Services
– What it means for you
🔑 Our Aim
We want to make it easier and quicker for you to get care when you need it — whether that’s same-day next-day or follow-up appointments. We also want to improve continuity so patients with ongoing conditions see the same clinician where possible.
📅 Types of Appointments Available
- A mix of face-to-face phone and online options.
- Over 6000 evening and weekend appointments available across the area monthly including 1700 same-day GP appointments.
- Extended access every weekday until 9pm and full-day slots on weekends and bank holidays.
🧭 How We Help You Get the Right Care Quickly
- A same-day triage system: a duty clinician checks all online and phone requests daily to direct them quickly.
- Reception teams trained as care navigators to guide you to the right service straight away.
- Overflow into extended access appointments to prevent long waits.
- Prioritising continuity for people with complex or long-term needs.
💻 Online Consultations
We’ll respond to 90% of online queries by the next working day.
We’re:
- Introducing a standard process for handling online requests.
- Developing urgent care escalation if your online issue needs fast attention.
- Sending SMS updates so you know we’ve received your request.
📱 Improving Digital Access (e.g. NHS App)
We’re encouraging more people to use the NHS App to:
- Book appointments
- Order repeat prescriptions
- View test results and medical records
- We’re aiming for a 10% increase in registrations through:
- Multilingual promotions
- Patient events
- Staff support and training
📊 How We’re Measuring Progress
We’re setting goals like:
- Goal Current Target
- Answer 90% of phone calls within 10 mins 64% 90%
- Respond to 90% of e-consults by next day 72% 90%
- NHS App usage 52% 62%
- Improve patient satisfaction 77% 82%
🗣️ How You’ll Be Involved
- Annual patient survey (co-designed with patients)
- Local patient engagement events
- Ongoing feedback through texts websites and Patient Participation Groups (PPGs)
⚖️ Improving Equity
We are making sure care is fair and inclusive by:
- Offering choice of appointment type (in-person phone online)
- Language support and translation services
- Supporting those who struggle with digital tools
- Partnering with community groups to improve digital inclusion
- Using care navigation to link vulnerable people with housing food or mental health help
💷 How This Saves Time & Money
- If 2000 more patients use the NHS App even just once:
- It could free up £3000 in admin time
- If it avoids just one unnecessary GP appointment per person it could save £112000 in GP time
✅ What This Means for You
You can expect:
- Faster responses
- Better access to appointments
- More choice in how you contact your GP
- More joined-up care if you have ongoing health needs