A well-designed access model will ensure that residents can interact with services in a way that suits their needs, whilst minimising duplication and inefficiencies in getting care to them at the earliest point and in the best place to secure long-term, positive outcomes. Fragmented access leads to delays, increased demand for urgent services and poorer outcomes. Digital technology can both streamline processes and enhance care by enabling proactive interventions, reducing unnecessary interactions, and coordinating efforts across teams. Across London’s region, five systems and associated place partnerships, this means:

An accessible and unified multi-channel model for Londoners to access neighbourhood health and care.

Access to INTs will be provided via a 24/7 “gateway” including telephone and digital channels and support to those presenting in person, wherever they present (including at GP practices, pharmacies, and other community based organisations), to be connected with the relevant neighbourhood teams and services.

We will develop a consistent approach to working with people to assess their needs which considers both clinical and social factors and provides seamless integration with primary, community, urgent, and specialist care services. To enable this approach, there will be a requirement for interoperability between systems in use across health and care in London.

We will guarantee equitable and inclusive access to care leveraging available data from place partners to identify digitally excluded populations, and to co-design with different groups in ensuring alignment between community needs and evolving local and regional systems. Design of access points into health and care services will reflect the lived experiences and priorities of all residents. Different groups and individuals naturally approach health and care services through various access points, such as their GP, community pharmacist, social worker, local VCFSE partners, acute services, and informal networks. There will be an ongoing need to expand digital access to neighbourhood health services, whilst maintaining alternatives for those without digital means.

A shared approach to digital evaluation and innovation.

We will work with our Health Innovation Networks and other research partners to evaluate existing and new digital technologies and tools and provide clear guidance to systems and places in relation to how these can support improved access and efficiency across our neighbourhoods. We will apply learning from our Virtual Wards programmes, recognising that Virtual Wards will likely form part of the high-acuity end of our future neighbourhood teams and service delivery. This includes examining opportunities to translate technologies in use today to support wider proactive and preventative care. Pilot projects, such as the NHS App’s localised enhancements, will inform broader adoption strategies, with an agreed route for successful tests to undergo phased implementation and regular evaluations, to ensure scalability across different population groups, providers and community assets.

Places will develop digital literacy and improve navigation for residents and staff through shared resources, training, and support to patients and the public to promote uptake of new channels where appropriate. This will build on work at a local level to identify existing digital inclusion tools and resources, including training and online tutorials and agree a shared approach to bridging gaps in provision for both residents and staff. It will require the ability for professionals working within the neighbourhood teams to have the confidence and skills to both “read” and “write” as required for shared digital records, and to work with patients and carers around the same shared information and datasets.

Clear signposting systems, agreed and facilitated by cross-sector partners, will help to reduce confusion and improve access to services. The National Association of Primary Care (NAPC)’s latest guidance highlights the importance of user-friendly tools that guide residents through their care journey and helps them to see where they are on the way. Automating some of these signposts, in line with commonly asked questions and entry routes, will allow ease and speed of access into appropriate services.