Jacqueline A Tavabie
Background: Workforce redesign is needed in general practice to recognise the health and social needs of an ageing population with complex co-morbidities. Developing new roles for existing receptionists is presented as one way to support clinicians in administration of complex care, reducing unplanned hospital admissions for housebound patients.
Aim: To implement a patient liaison officer role in primary care through development of receptionist skills to support housebound patients in the community
Design: A longitudinal retrospective cohort study, following 64 housebound patient over 2 years, before and after introducing a patent liaison officer. Setting: South London general practice with 7200 registered patients
Method: Audit of unplanned hospital admissions; Accident and Emergency (A&E) and Urgent Care Centre (UCC) attendance by house bound cohort, 12 months before and after introduction of a patient liaison officer, using computerised clinical records and hospital discharge reports to identify contacts
Results: Unplanned hospital admissions reduced by 50%, without concurrent increase in separate A&E and UCC attendance.
Conclusion: Early indicators suggest a non-clinical liaison role within general practice, improving communication and care-coordination between patients, carers and external agencies, can support housebound patients resulting in reduced unplanned hospital admissions and potentially reduced health inequality.
