In every industry, customer focus is an essential ingredient for success. This also, applies to health and social care organisations. General practice must place customer/patients’ needs at the centre, ensure services and roles are aligned around those needs in order to be sustainable.
Two crucial roles aligned to patient needs which are crucial to sustaining general practice:
1. GP receptionists: firstly, job titles should reflect the customer/patient need addressed. This role should meet patients’ need for a ‘GATEWAY’ NOT a gatekeeper for their health and wellbeing needs.
2. Social prescribing link workers: This role should meet patients’ need for a ‘GLUE’ for their holistic health and wellbeing needs.
Designing services and roles wrapped around patient needs
|Service need||Role examples||Job titles|
|Active signposting/gateway||GP receptionist/patient navigator||your assignment|
|Social prescribing||Link worker/community connector||your assignment|