Allied Health Professional Clinical Manager at Primary Care Sheffield and previous Additional Roles Reimbursement Scheme Project Manager for South Yorkshire Dr Natalie Jones explores what general practice needs from the Additional Roles Reimbursement Scheme (ARRS) based on her extensive research into this area.

Through the ARRS scheme, primary care networks (PCNs) can also recruit for 17 other roles within their multidisciplinary teams – including social prescribers, dieticians and clinical pharmacists – to meet the needs of their local populations.

As patient needs become more complex and demand continues to rise, General Practitioners (GPs) are increasingly turning to a multi-professional workforce to help deliver high-quality, accessible, and sustainable care. But what exactly do GP practices need from these roles—and how can we ensure that their integration enhances both the patient and practitioner experience?

Dr Natalie Jones

What GPs need: A workforce that supports without adding burden

GPs are at the heart of primary care, but they are also under immense pressure. Rising patient numbers, increasing complexity of care, and administrative demands have made it clear that the traditional model of general practice is no longer sustainable on its own. The introduction of roles through the Additional Roles Reimbursement Scheme (ARRS) – including clinical pharmacists, social prescribers, paramedics, and mental health practitioners – has offered a lifeline. But for these roles to be truly effective, they must align with what GPs need most.  Here is a list of the needs I identified:

1. Improved access and continuity for patients

GPs want to offer shorter wait times and more timely access to care for their patients. Multi-professional roles can help by offering direct access to appropriate professionals, reducing bottlenecks and ensuring patients are seen by the right person at the right time. Continuity of care remains a priority – patients benefit when they can build ongoing relationships with familiar professionals, even if they’re not always seeing a GP.

2. Improving efficiency

One of the most valued contributions of the multi-professional workforce is the ability to streamline workflows. By distributing tasks, such as medication reviews, mental health support, or social care navigation, GPs can focus on complex clinical decision-making. This not only improves efficiency but also reduces burnout and enhances job satisfaction.

3. Better patient outcomes

GPs are looking for colleagues who can contribute meaningfully to long-term health outcomes. This includes supporting chronic disease management, promoting preventative care, and empowering patients through education and self-management strategies.

4. Collaboration and clarity

Effective team-based care requires clear communication and mutual respect. GPs value professionals who understand their role within the wider team, contribute proactively, and collaborate seamlessly. Specialised skills, such as those of pharmacists or mental health practitioners, are most effective when integrated into a shared care model.

5. Adaptability and innovation

The primary care landscape is constantly evolving. GPs need a workforce that is not only skilled but also adaptable – able to respond to new technologies, changing patient demographics, and emerging health challenges.

What Patients Value: Relationships, respect, and reassurance

While GPs focus on system-level improvements, patients bring a different lens – one that centres on personal experience. A recent evaluation of patient and carer perspectives revealed six key themes that highlight what matters most to them when engaging with multi-professional roles:

1. Timely and flexible access

Patients appreciate being able to access care quickly and conveniently—whether through same-day appointments, online or telephone consultations, or direct access to professionals without needing to go through a GP first. In times of crisis, immediate support is especially valued. One patient shared how being able to speak directly to a mental health practitioner during a difficult period “made all the difference” and prevented escalation.

2. Relational qualities

Trust, empathy, and rapport are at the heart of positive patient experiences. Patients want to feel heard, respected, and understood. These relational qualities often outweigh clinical expertise in shaping satisfaction and engagement. A carer described how a social prescriber “took the time to really listen,” which helped them feel less alone and more supported in managing their loved one’s care.

3. Continuity and consistency

Seeing the same professional over time builds trust and allows for more personalised care. Patients value long-term relationships that support their health journey and provide a sense of stability. One patient noted, “It’s not just about appointments—it’s about knowing someone is walking alongside you.”

4. Personalised care

Patients respond positively to care that is tailored to their individual needs and circumstances. Professionals who listen actively and support self-management help patients feel more in control of their health. This empowerment is especially important for those managing long-term conditions, where consistent encouragement and tailored advice can significantly improve outcomes.

5. Professionally-aided navigation

A professional demeanour instils confidence. Patients also value professionals who can guide them through the healthcare system – connecting them to services, advocating on their behalf, and ensuring they don’t fall through the cracks. One patient described how a care coordinator “opened doors I didn’t even know existed,” helping them access housing support and community services.

6. Community and connection

Group interventions and peer support opportunities can reduce isolation and foster a sense of belonging. These social aspects of care are particularly important for mental well-being and long-term engagement. Patients who participated in group sessions reported feeling “less alone” and more motivated to manage their health.

Bridging the Gap: Aligning GP and patient priorities

The good news is that there is significant overlap between what GPs want and what patients value. Both groups benefit from a workforce that is accessible, collaborative, and person-centred. However, successful integration depends on more than just hiring new roles—it requires:

• Clear role definitions and expectations
• Ongoing training and development to meet evolving needs
• Strong leadership and team culture
• Patient education to build trust in new roles
• Feedback loops to continuously improve services

A Shared Vision for the Future

Through my research drawing on insights from both healthcare professionals and patients, I explored the evolving expectations of GP practices and the value patients place on their interactions with multi-professional teams. Understanding both perspectives is key to shaping a future-ready, person-centred primary care system.

The multi-professional workforce is not a temporary fix – it is the future of primary care. By understanding and responding to the needs of both GPs and patients, we can build a system that is resilient, responsive, and truly centred on people.

As we continue to embed these roles into everyday practice, let’s keep listening—to our colleagues, to our patients, and to the evolving needs of our communities. Only then can we realise the full potential of a collaborative, compassionate, and sustainable primary care system.

For more information about ARRS roles and the multi-disciplinary team visit: NHS England » Expanding our workforce