GP burnout – is tech guilty for mounting workloads?

Through the Covid-19 pandemic there was wide-ranging discussions on the hyperlink between GP burnout and the elevated use of digital companies. Many have raised considerations about expertise including to workloads, whereas for others expertise improves affected person entry. Andrea Downey seems at how going digital-first has impacted GPs workload.

The usage of expertise in main care was as soon as a distinct segment matter to report on, however since Covid-19 hit and introduced with it the necessity to go digital-first it’s been making nationwide headlines.

Because the nation strikes out of the pandemic there was an expectation in-person GP companies would return to regular, however that hasn’t been the case. Current data from NHS Digital revealed simply 58% of sufferers have been seen face-to-face in August, the primary full month since pandemic restrictions have been eased.

This compares to 54% in January throughout a full lockdown, and 80% earlier than the pandemic struck. There’s been a marked change in how sufferers are accessing their GP, and the companies GPs are providing.

In a bid to extend face-to-face appointments the federal government as we speak (October 14) unveiled a £250m winter rescue package deal for GPs. The funding is predicted to be put in the direction of growing entry to GPs, together with hiring further locum employees to supply extra same-day appointments.

Practices that don’t present “applicable” ranges of face-to-face appointments won’t be able to entry the extra funding, in line with an announcement from NHS England.

The discount in face-to-face appointments has sparked nationwide media campaigns calling for NHS England to make sure GPs are prioritising seeing sufferers in particular person – however a latest poll of GPs by Pulse discovered 80% don’t imagine a return to pre-pandemic ranges is critical.

Responding to NHS Digital’s statistics and considerations surrounding digital companies, Professor Martin Marshall, chair of the Royal Faculty of GPs (RCGPs), stated: “Head to head consulting will at all times be a necessary a part of basic apply, and as we transfer out of the pandemic, we wish to see a blended method with choices about how care is delivered being a joint one between GP practices and their sufferers.”

Change processes, not tech

Requires a blended method to how care is delivered is a stable indication that expertise is right here to remain in lots of GP practices. For Dr Murray Ellender, a working towards GP and chief govt of on-line session supplier eConsult, and Dr Osman Bhatti, GP and CCIO for NHS North East London Scientific Commissioning Group (CCG), this isn’t a foul factor.

Talking to Digital Well being Information they each acknowledged the pressures expertise had induced GPs in the course of the pandemic, however agreed apply processes have been the basis explanation for extra workload.

“The expertise just isn’t the issue, it’s not an argument of ‘ought to we do digital or not?’ It’s rather more about the best way that practices use the expertise,” Dr Ellender says.

“You want everybody in a apply on board, everybody must be engaged within the change. In case you’re opening up a brand new route of entry into the apply you could swap one thing off.

“It’s a bit like faucets, in case you’re opening up the web faucet you could flip down the telephone, for instance.”

He as an alternative suggests the system change that comes with digital companies has been underinvested in nationally, whether or not it’s by way of coaching, funding or further employees.

Bhatia additionally argues that processes want to alter to higher assist digital companies.

“Practices have to adapt their course of in order that they’re not doing face-to-face, phone and on-line, their on-line is changing phone or face-to-face, so it’s not further work it’s the identical quantity of labor,” he tells Digital Well being Information.

“Though, demand has elevated, so it’s a double-edged sword in that sense.”

General he says using expertise has been “optimistic” but it surely’s not one thing that may be qualitatively assessed as practices are sometimes working at completely different ranges of digital maturity.

“It’s been a optimistic expertise in case you stability issues out, as a result of issues we have been planning from a digital perspective we’ve been capable of speed up by way of,” he provides.

“That’s all the best way from on-line consultations, on-line registrations, to with the ability to have conferences on-line.

“We’ve needed to make investments fairly closely in change administration to assist that and to not pressure it on folks, however to permit them to maneuver at their very own tempo, which is de facto difficult.”

Bhattia stated the subsequent steps because the nation continues to return to regular post-pandemic is to “sift by way of” what clinicians discover straightforward to make use of and what sufferers discover accessible.

Switching off companies

In response to GPs reporting feeling overwhelmed by demand for on-line companies, eConsult launched the flexibility to show off its on-line session platform.

Between March and June 2020 the web supplier doubled the quantity of practices it was utilized in from 1,500 to greater than 3,000. On high of that, within the yr from February 2020 to February 2021, on-line consults by way of its platform elevated from 120,000 a month to 1.2 million a month.

Dr Ellender says it marks a “clear shift to digital” however recognised it will probably add pressure alongside the mounting strain already on GPs to maintain up with demand.

“Some GPs are saying ‘Truly, it’s simply an excessive amount of in the intervening time, can I at the very least have some management over it?’ And that’s truthful sufficient,” he tells Digital Well being Information.

“So, that is us listening to the client. In precept I imagine the affected person ought to have entry to these items 24 hours a day, however truly in practise in case your explicit apply isn’t coping let’s simply restrict it to your opening hours.

“Fairly than struggle towards the tide and say it must be obtainable 24/7, it’s about recognising that truly basic apply is in fairly a tough place in the intervening time, and they’re overwhelmed for many completely different causes.”

Dr Ellender says the weekend is the commonest time GPs are switching off their on-line session companies with eConsult, adopted by often in a single day. Regardless of this he believes digital is right here to remain and suggests different GP suppliers must be extra versatile with their companies.

“There’s actually sufficient utilization on the market now that GPs received’t ever wish to do with out it,” he provides.

“Practices have traditionally had management of the variety of face-to-face or telephone slots they’ll provide, so why ought to digital be completely different?

“All suppliers should be taking part in the marginally longer sport, which is that digital is unquestionably the best way ahead. We’ve seen it in different industries, so for now let’s simply work on that transformation of how folks work together with their GP. However convey the practices together with us as a result of in case you’re simply making them really feel like that is further work they should do, you’re simply going to show them off it.”

How sufferers used digital GP companies throughout Covid-19


Phone consultations elevated by greater than 2m between June 2019 and June 2021, from 3,000,239 to five,653,564.

“Phone appointments have largely remained the popular methodology for sufferers contacting their GP because the begin of the pandemic. We’ve additionally seen massive numbers of sufferers utilizing our app, Airmid, to speak with their care suppliers,” a spokesperson stated.


Distinctive affected person registrations between June 2020 – June 2021 rose 117%, or 836,676.

Affected person preferences for methods to contact their GP:

  • Face-to-face – 9%
  • Message – 35%
  • Phone – 50%
  • Video – 0.3%

“The place one thing must be mentioned, it’s virtually at all times by telephone and whereas video has a spot, it’s a small one.  Messaging may be very in style as it may be carried out at a handy time with out having to rearrange each events for an appointment,” Harry Longman, CEO of askmyGP.

Staffing ranges

For Bhatti the opposite main participant in GP burnout and difficulties maintaining with demand, is employees shortages.

Whereas expertise has performed a significant position in growing affected person entry to GPs, it will probably add further strain on an already overstretched workforce.

“It’s all effectively and good having this expertise and simpler entry to GPs, however in case you don’t have the GPs then you’ll be able to’t present the perfect entry that digital can provide,” Bhatti tells Digital Well being Information.

“That, if nothing else, has been the explanation capability has struggled.”

In keeping with the British Medical Affiliation (BMA) the GP workforce in England has shrunk by 1,904 since 2015.

In February 2020 the federal government pledged to recruit a further 6,000 GPs by 2024 to counter pressures on the workforce, but BMA figures counsel between June 2020 and June 2021 the variety of GPs lowered by 924 docs.

“This lower implies that regardless of a rise of 1,189 salaried and locum GPs over the identical interval, the variety of certified GPs solely elevated by 265 on this time,” the BMA reported.

“In FTE phrases (37.5 hours per week), the variety of totally certified FTE GPs has solely elevated by 190 (to 27,499) over the previous yr.”

Prof. Marshall of the RCGPs additionally referred to as for a lift to staffing ranges to counter the “undoable” workload confronted by GPs.

In keeping with Marshall the narrative that distant consultations are substandard is “regarding”, including that “efficient digital triage may also assist guarantee sufferers obtain the care most applicable for his or her wants”.

“In the end we want extra GPs and different members of the apply staff to ship the care our sufferers want,” he says.

Digital a ‘key participant’

Graham Kendall, director of the Digital Healthcare Council which represents on-line care suppliers, tells Digital Well being Information expertise has an necessary half to play in managing the “incoming deluge” of sufferers.

NHS waitlists are already at a file excessive 5.4million, with an additional 6 million anticipated to be added to that checklist whereas the well being service grapples with recovering from the pandemic.

Add growing employees burnout into the combo and Kendall says it’s “important that we offer GPs with as a lot assist as potential”.

“Over the previous 18 months, we’ve seen GPs seize the chance with digital and drive uptake of on-line triage and consultations in order that they’ll proceed delivering care inside the constraints of the pandemic,” he instructed Digital Well being Information.

“Nevertheless, appreciable challenges nonetheless stay, and it’s necessary to recognise that digital has a key position in enhancing capability and assuaging strain.

“Though we perceive why some are involved that the 24/7 nature of the instruments is including to the strain, we imagine that shutting the door to sufferers at nights and weekends is a short-term and doubtlessly harmful method to handle the demand.

“If we are literally capable of sort out the incoming deluge of sufferers, we have to guarantee now we have the instruments in place to evaluate the extent of demand in order that we will then match useful resource accordingly.”

The Digital Healthcare Council supplied a collection of case research to stress the advantages of digital companies:

Klinik Healthcare Options

The Haxby Group in York has been utilizing Klinik’s AI triage and affected person stream administration expertise since 2019. It now helps the apply take care of 90,000-plus folks throughout Yorkshire and Humberside, in line with Dr Thomas Patel-Campbell, CCIO on the Group.

“Our GPs are underneath extreme strain. With Klinik, usually requests don’t should undergo a GP,” stated Thomas. “It may assist us discipline enquiries that may be handled higher elsewhere, reminiscent of sick notes or check outcomes that may be handled by others, or treatment requests that may be handled by pharmacists,” he stated.

Klinik makes use of synthetic intelligence to analyse data supplied by sufferers in on-line triage types or over the telephone, indicating the urgency and precedence for every case.

For the months of June, July and August at Haxby Group practices there have been:

  • 42,000 enquiries by way of Klinik
  • 60% have been on-line enquiries
  • 40% have been by way of the telephone
  • 94% of sufferers rated the service good or wonderful

“Conventional considering means that broadening entry means growing demand, however that has not been borne out in apply. It’s truly very predictable,” Dr Patel-Campbell provides.

“Now we have rather more correct data on the time and quantity of demand. We all know how a lot useful resource we want at explicit occasions of day, and we will see what kind of care folks want.”


Round eight in 10 sufferers inside North Tyneside NHS CCG are proud of the service they’ve acquired from Livi, in line with a survey.

The CCG ran a 12-month pilot of the web supplier from July 2020 in a bid to supply extra alternative for sufferers when accessing a GP.

Some 222,000 sufferers throughout 25 practices had entry to GP appointments, from 7am till 10pm in the course of the week, and from 8am till 4pm at weekends.

A survey of sufferers following the pilot discovered 62% would price the service superb, with 17% ranking it good. Almost 20% of respondents who used Livi would in any other case have gone to A&E or an pressing care centre.

Richard Scott, medical chair, North Tyneside CCG, stated: “With well being companies being very busy in the intervening time, it’s necessary to present sufferers alternative in the best way that they’ll entry a GP that’s handy to them.

“Supporting elevated flexibility and higher entry to high-quality healthcare stays our precedence and it’s been encouraging to listen to the optimistic suggestions from sufferers utilizing this on-line GP service.”


The Grove Medical Centre in Swansea applied askmyGP in April 2020 after the apply staff determined it was very important to have a triage system in place to keep up high quality companies.

They then started encouraging sufferers to make use of on-line companies, in addition to accessing the apply by way of the telephone.

Dr Jack Williams, considered one of 4 GP companions at The Grove, stated: “For us, it’s not all about e-consulting. Sure, askmyGP permits us to e-consult, however the profit for us is that it’s a triage system with the aptitude to do an e-consult if we want.

“We will reply to folks with a message on the system, however we are going to nonetheless name the affected person or conduct a affected person examination if wanted.”

Knowledge from askmyGP suggests requests at The Grove are resolved on common 116 minutes after they’re made. The info additionally gives visibility of demand.

“The visibility of demand that askmyGP presents has enabled us to rearrange rotas and match our capability to that. This additionally helps with employees morale, because it means we will goal for all of the employees being equally busy on completely different days.”

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