https://club.hcqc.co.uk/c/self-audits/edit-lesson/sections/517639/lessons/2475706
In general practice, the telephone remains one of the most vital tools for connecting patients with the care they need. Despite advances in digital access, telephone systems continue to carry the weight of daily demand, especially for those who can’t or won’t use online services.
This is exactly why we’ve created this audit — to help practices gain clear insight into how well their telephone access and response systems are truly serving patients.
🔍 Why This Audit Is So Important
1. The Phone Is Still the Front Door
While digital transformation is evolving rapidly, many patients — especially older people, carers, or those without digital access — still rely on the phone as their primary route into the practice. If that route is blocked, delayed, or inconsistent, it can undermine access to care, trust in the service, and staff morale.
This audit helps practices evaluate:
- Capacity and responsiveness of call systems
- Equity of access for all patient groups
- How effectively calls are triaged and followed up
2. CQC Is Prioritising Access Equity
Under the Assessment Framework, the CQC is looking closely at how care is accessed by all patients — and whether telephone systems are:
- Monitored
- Fair
- Supported by good governance
This audit is mapped directly to relevant ‘We’ statements, helping you prepare evidence aligned with Regulations 9, 16 and 17 — covering person-centred care, complaints, and good governance.
3. Small Gaps Create Big Risks
Even strong systems can unravel without regular review. Missed calls, long wait times, or call-backs that aren’t followed up can:
- Delay care
- Cause harm
- Lead to complaints or safeguarding concerns
By using this audit, practices can proactively identify pressure points and make improvements before issues escalate — boosting both patient safety and team confidence.
✅ What This Means for Your Practice
Whether you’re using this audit to validate good work, make improvements, or prepare for inspection, it will help you:
- Gather concrete evidence on access
- Strengthen patient safety and satisfaction
- Ensure that care remains equitable, timely, and responsive — for everyone
Because in general practice, being accessible isn’t just about having the right number — it’s about making sure it works, for every patient, every day.
