>>Dr Andre Krzeminski: So in terms of the process for the patient being referred to
first contact physio, there is an inclusion and an exclusion criteria, which we've worked
with the reception staff and with the service to try and smooth out some of the creases
in it. In terms of the patients going to first contact physio, I have yet to come across
a patient who is referred inappropriately. And I do know for well if a patient wasn't
deemed appropriate, that there would be enough channels for them to get back to us. In terms
of red flag symptoms, with regards to back pain, those sorts of things, as those things
are rare, they are incorporated into some of the criteria that the receptionist would
have to ask. And if they did flag up, I would feel confident that the receptionist would
choose them to see us first. >>Claire Batchelor: Initially it looked a
little bit confusing, but after we got our heads round it, understood the questions and
the more we asked the questions, it was easier. And we went with the flow really. With using
our system, it linked in really well. And to be honest now, it's just second nature.
So initially we had information given to us through some emails from around the practice,
some posters, and then we had a lady from the first contact, a physio, come in and give
us some training during one of our staff meetings. We went through everything that was expected
of us, information with questions we can ask patients, how to book them in, who we can
book in, and all the relevant information that we needed to be able to support patients
to access this service. >>Dr Andre Krzeminski: So the key objectives
when you start this kind of project would be to ensure that the people who are actually
triaging and sending them off, i.e. your receptionists, are up to speed with the inclusion criteria.
And also, if there's any feedback back the other way, that the service flexes to that,
too. I would say in terms of providing this service from a wider population perspective,
not just as a single practice, if you are part of a cohort of GP practices within a
town or within a primary care network, then effectively if you are like minded enough
to get used to remotely booking patients to be seen not necessarily in your surgery, but
in other parts of the town, then you're going to be releasing capacity on your day to day
basis. >>Claire Batchelor: Well, the reduction in
utilising the GP and so then we can free up the GP for other things that they need to
be able to see for the other patients. The patients not having to wait so long. Previously,
they would have to see the GP, have a referral through to the service, which can take a lot
of time. But now within a few days, sometimes the same day, they can actually be seen straight
to a physiotherapist. >>Dr Andre Krzeminski: In terms of a first
contact service and how that goes on to evolve, I would imagine that the current status quo,
with a lack of GPs coming into the scheme, as well as GPs retiring, will mean that there's
going to be a shortfall. So anything that can introduce alternative physicians, not
necessarily GPs, but really well-trained physicians to see patients and triage and gain the confidence
in other clinicians to on the day demand, will mean that it will support the general
practice in general. I'd love to see this being rolled out across other areas. I'd love
to see it not just be physiotherapy. I'd like somebody to answer the question of mental
health because I think that is a huge, difficult question to try and answer. But in terms of
first contact physio, it's got to be a must. But it's got to be approached from a population
basis rather than individual practices.