Patient portals have transformed how people access NHS services, making it easier to book appointments, order prescriptions and manage healthcare online. But while digital channels have expanded, one key fact remains: the telephone is still the most popular way patients contact their GP practice.
According to the GP Patient Survey, almost three times as many patients contact their practice by phone as online. This highlights an important challenge for NHS organisations. A successful patient access strategy cannot focus solely on digital channels; it must provide a consistent experience across web, app and voice.
As neighbourhood health models continue to develop, patients increasingly expect a single, joined-up route into services, regardless of which organisation delivers their care. Achieving this requires integration rather than simply adding more technology. The goal is to ensure that every contact channel works together seamlessly and connects directly into existing clinical systems.
At Think Healthcare, we believe voice should be treated as a fully integrated patient access channel, not just a way to manage demand or triage calls. Through solutions such as Virtual Care Navigator, patients can complete many of the same self-service tasks available through online portals, simply by using the telephone.
The future of patient communication is not about replacing one channel with another. It is about creating an inclusive, connected front door that allows every patient to access services in the way that suits them best.
Read the full article to discover why integrated patient access is becoming a critical requirement for neighbourhood healthcare and how NHS organisations can deliver a truly connected patient experience.