Introduction
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 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 continuity of dementia patient care and reducing missed appointments.
Background and objective
Dementia patient care often comes with challenges including difficulty 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:
- Providing a structured yet flexible system that reduces confusion and anxiety.
- Enhancing caregiver involvement by offering shared notification features being used for inbound calls – showing that the patient has dementia before the call is answered.
- Reducing the administrative burden on GP practice staff through automation and efficiency improvements.
“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
Implementation
The system was integrated into the existing processes at Peel Hall Medical Practice in Manchester.
- Automated Call Routing: Patients are separated into cohorts to deliver the right flow to manage their requirements/needs.
- Caregiver Notifications: The system allowed caregivers 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.
- Evaluation Metrics: The success of the Personalised Caller Routing enhancement provided bespoke reporting to monitor and manage patient care.
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 patient care includes appropriate support.
Key benefits of implementation
- Increased Accessibility: Provided a structured, non-digital method for dementia patients to improved patient confidence and comfort in managing healthcare appointments
- Enhanced Caregiver Support: Inbound call notification to ensure care navigators are aware of patients needs.
- Reduced Patient Anxiety: Personalised scheduling improved patient confidence and comfort in managing healthcare appointments
After initial implementation for dementia patient care, this was so successful and the patient feedback was so positive that the routing options were extended to patients in palliative care and cancer patients.
Conclusion
The implementation of the Personalised Call Routing significantly improved the patient experience, reduced administrative workload, and enhanced care navigator involvement.
By offering a structured and patient-friendly communication system, GP practices were able to provide better dementia patient care, reducing anxiety and improving overall healthcare experiences.
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.