A GP surgery in Dundee has introduced an innovative approach to end the dreaded 8am rush by having doctors answer the phone directly instead of receptionists. Patients at Newfield Medical Practice can now call between 8am and 6pm to speak directly to a doctor, with no advantage to ringing early.
How the system works
At the heart of the model is an open-plan triage room where two or three GPs sit together throughout the day, answering calls alongside administrative staff. Patients who need face-to-face appointments can still receive them, but many issues are resolved over the phone through advice, reassurance, or referral to another healthcare professional.
David Ramsay, the surgery’s business manager, explained that the model emerged by accident during the 2020 lockdown when administrative staff were self-isolating. Doctors moved into the office and began answering phones, speaking directly to patients. They realised it was an efficient way of working and decided to continue.
Impact on demand
The system has helped the practice cope with a surge in demand, with registered patients growing from 1,800 to around 7,800. However, Mr Ramsay noted that the approach requires complete commitment from staff and may not be easily replicated elsewhere.
Challenges and warnings
Dr Chris Provan, chairman of the Royal College of General Practitioners Scotland, cautioned that what works in one practice may not work in another. He highlighted the growing mismatch between workforce capacity and patient demand, with GP numbers falling while registered patients increase, especially among an ageing population requiring more complex care.
Dr Provan welcomed efforts to improve access but stressed the need for sustained investment in the general practice workforce and recruiting more GPs. He also acknowledged Scottish Government funding for general practice, including £531 million over three years, and commitments to improving phone systems and websites.
A Scottish Government spokesman confirmed the additional investment, reiterating the government's commitment to general practice.
