Podcast – Pete Woodward – The Human Touch

The General Practice Podcast

In this episode of the podcast, we look into the world of total triage with Pete Woodward, from Cheadle Medical Practice. Join us as we learn how tailored questionnaires and advanced triage tools have led to a significant leap in diagnosis accuracy and patient satisfaction. Discover the secrets behind their efficient triage process, The Human Touch, which not only heightened patient contentment but also optimised the staff's schedule, ensuring availability for urgent cases. This episode is packed with valuable information, tune in to transform your understanding of patient care and triage in the modern medical environment.

Introduction (00:09)

Pete’s role.. (00:35)

The Human Touch (00:47)

Struggling with demand (01:40)

Face to face demand (02:07)

What changes were made? (02:55)

What came next.. (03:49)

Creating a model.. (04:26)

Identifying areas.. (05:33)

Patient questionnaires.. (06:17)

Next steps.. (06:45)

The role of the reception team.. (07:29)

Decision pathway (08:30)

Impact of the changes.. (08:41)

Reduction of phone calls (09:17)

How long did it take to see a reduction? (09:46)

Patient feedback (10:16)

Hurdles the practice overcame.. (10:45)

Creating capacity (11:48)

Protecting appointments (13:54)

The situation now.. (14:43)

Reacting to changes (15:38)

What’s next? (16:14)

Supporting other practices (17:22)

Advice for getting people onboard.. (19:57)

Contacting Pete (21:02)

More about ‘The Human Touch’ (21:51)

To contact Pete directly, please contact him by email here.

For all enquiries about the Ockham podcast, please contact Ben Gowland here.