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The role of virtual clinics in managing demand and reducing unnecessary appointments

Dr Arvind Madan, Partner & CEO, The Hurley Group discusses the role of virtual clinics in managing demand and reducing unnecessary appointments at today’s Virtual Clinics Conference. In his presentation Dr Arvind Madan discussed:

  • the role of virtual clinics in managing demand and reducing unnecessary appointments
  • developing virtualization by non face to face interaction
  • looking ahead to the health service of the future

Dr Arvind Madan’s full presentation is available to download at the end of this page

In his presentation Dr Arvind Madan States:

“The traditional model of care hasn’t really changed much over the years, the patient feels unwell, contacts their practice and is offered an appointment to see the doctor. Patients still have to go to their Practice at prescribed times for a 10 minute face to face appointment. eConsult was born out of a need to provide better access and health outcomes for Patients, greater efficiency for General Practice and reduced costs for Commissioners.”

“All have Medico-legal problems attached – Issues with confidentiality with the Husband and wife sharing email, not sure if the email will end up in someone’s junk folder”

"Aiming to enrich practice websites to allow patients to electronically  contact their GP"

"The tipping point of making it appealing will be when the whole process can be done online; appointment – actual consultation"

"The purpose is to ultimately have a proportion of current practice visitors being dealt with online"

"e-consultations take under 3 mins and we are working towards 90 seconds"

"The pilot scheme showed at least 83% rated the service as good or excellent"

"e-Consult: Better access, better outcomes, better use  of practice resources and better commissioner savings"

Dr Arvind Madan’s Biography:

Arvind Madan is a GP Partner in the Hurley Group. Starting from a single South London practice in 2007, the Hurley Group is now one of London’s largest providers of General Practice and Urgent Care services.

After 10 years as a frontline GP, he initially led on a rapid operational expansion. Over the last 5 years he has led on strategy as CEO of the Group.

The Group currently comprises 15 London GP Practices caring for 100,000 registered patients and 7 urgent care services seeing 350,000 patients a year. It also operates 111, GP Out of Hours and pharmacy services. These are all focused within some of London’s most deprived communities.

The Hurley Group has developed a new online model of general practice care known as eConsult. This encourages patients to use self-management tools such as symptom checkers, self-help information and sign posting content. It also summaries online patient histories on common conditions for rapid asynchronous triage by GPs. This model has now reached 1M patients as it improves patient access, health outcomes, practice efficiency and lowers use of urgent care. Arvind is also leading on a platform that allows GPs to access peer to peer and specialist advice for frontline clinical advice.

He is a member of the Kings Fund Advisory Board and has helped set up a Community Interest Company known as Healthy Minds, which runs peer mediation for children in 30 London schools.

He is married to a GP and has two teenage sons.

Future events of interest:

British Association of Day Surgery Conference: Innovation & Quality in Day Surgery
Thursday 26 November 2015
ICO Conference Centre, London

National PROMs Summit 2015
Tuesday 1 December 2015
Colmore Gate, Birmingham


Download: Dr Arvind Madan"s full presentation

19 October 2015

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    Partner Organisations

    The Tavistock and Portman NHS Foundation TrustInPracticeClinical Audit Support CentrePlayoutJust For Nurses
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