Access Plan 2026/27

In 2025/26, Inclusive Health PCN improved telephone access by strengthening call-handling processes, increasing reception and administration support where required, and using cloud telephony data to monitor performance. The PCN improved from a Q1 baseline of 88% of calls answered within 10 minutes to 91% by Q3, with average queue times remaining well below the 10-minute requirement.

In 2026/27, the PCN will continue to:

1. Use cloud telephony data to monitor demand, queue times, missed calls and call-answering performance.
2. Review call demand patterns, particularly during peak periods.
3. Support practices to adjust staffing and workflows where pressure is identified.
4. Maintain call-back functionality where available.
5. Reduce avoidable repeat calls by improving signposting and patient communication.
6. Review telephone messages and queue handling to make the process clearer and less frustrating for patients.

During 2025/26, the PCN strengthened online consultation management through SOPs, dashboard monitoring, staff training and local improvement action where needed. The PCN achieved an average response rate above 90% by the next working day.

In 2026/27, the PCN will continue to:

1. Ensure online consultation routes remain available for clinical and administrative requests during core hours.
2. Monitor online consultation usage across practices.
3. Review response times and patient flow.
4. Support practices to manage online requests safely and consistently.
5. Improve communication so patients understand when to use online consultation, telephone access, NHS App services or urgent care routes.
6. Maintain the expectation that online consultations are reviewed and responded to in a timely way.

During 2025/26, all practices within Inclusive Health PCN provided online, telephone and face-to-face routes of access. Practices collected structured information to help direct patients to the most appropriate service or clinician. The PCN approach also included asking patients about their preference to wait for a preferred clinician where clinically appropriate, to support continuity of care.

In 2026/27, the PCN will continue to:

1. Strengthen care navigation across all practices.
2. Support staff to collect structured information consistently from telephone, online and walk-in requests.
3. Direct patients to the most appropriate professional or service first time.
4. Improve use of the wider practice and PCN team, including pharmacists, nurses, care coordinators and other professionals.
5. Reduce avoidable GP workload where requests can safely be managed by another appropriate professional.
6. Maintain patient choice and continuity where clinically appropriate.

The 2025/26 Accessibility of Care audits showed that most audited contacts were appropriate for GP input. However, they also identified that some lower-complexity demand could be managed through alternative routes, particularly by other professionals within the practice or wider PCN team. Contacts suitable for alternative pathways reduced from 17.5% in June 2025 to 7.9% in December 2025.

In 2026/27, the PCN will continue to:

1. Use audit findings to understand whether GP time is being used appropriately.
2. Strengthen care navigation so lower-complexity requests are routed correctly.
3. Increase appropriate use of the wider multidisciplinary team.
4. Reduce avoidable GP workload generated by external provider queries and administrative requests.
5. Share learning between practices where access processes are working well.

In 2025/26, Inclusive Health PCN introduced a PCN-wide approach to identifying patients who would benefit most from continuity of care. Practices used the SNOMED code “Optimisation of Clinical Care” to identify the top 2% high-risk cohort. A 10% sample review found that 82% had a named practice team, 77% had a practice-level care plan, 35% had a Universal Care Plan, 63% were part of regular MDT review and 100% had a medication review or optimisation in the last 12 months.

In 2026/27, the PCN will continue to:

1. Maintain identification of patients who would benefit from continuity of care.
2. Support practices to review high-risk patients through appropriate clinical processes.
3. Increase Universal Care Plan coverage where appropriate.
4. Standardise MDT review thresholds across practices.
5. Strengthen the link between named teams and actual patient contact patterns.
6. Support patients with complex or ongoing needs to access continuity with a preferred clinician where clinically appropriate and operationally possible.

During 2025/26, Inclusive Health PCN increased NHS App uptake from 52.48% to 60.81% by January 2026. The PCN used multilingual promotion, staff advocacy and patient support to increase registrations and encourage use of digital services. Patient feedback also showed demand for practical workshops to help patients register and use the NHS App more confidently.

In 2026/27, the PCN will continue to:

1. Promote NHS App registration and use across all practices.
2. Support patients to use the NHS App for repeat prescriptions, test results, messages and digital NHS services.
3. Use multilingual materials where appropriate.
4. Encourage staff to support patients with NHS App registration at point of contact.
5. Provide practical support sessions or workshops where possible.
6. Focus additional support on patients who may face digital barriers due to language, confidence, internet access or other factors.

During 2025/26, the PCN completed patient engagement through a survey and a workshop. The workshop was attended by 39 patients and 10 staff, and feedback highlighted telephone access, continuity, communication, appointment routes, digital access and the need for visible “You said, we did” updates.

In 2026/27, the PCN will continue to:

1. Use patient feedback to shape access improvement.
2. Promote patient participation and feedback opportunities.
3. Improve website information about access routes.
4. Use SMS, waiting room information and practice websites to communicate changes.
5. Provide clearer information on appointments, test results, referrals and appropriate access routes.
6. Share “You said, we did” updates to show patients how feedback is being used.

Website and patient-facing information

In 2026/27, the PCN will support practices to ensure their websites clearly explain:

1. How to contact the practice.
2. How to submit an online consultation.
3. How to use the NHS App.
4. What to do for urgent and routine requests.
5. What services are available through the wider practice and PCN team.
6. How care navigation works.
7. How patients can provide feedback.