Primary Care Region Series: South West
Welcome to our primary care region series, where we explore the latest on digital and data in primary care from each of the seven NHS regions in turn. In this third instalment, we turn our attention to the South West region, where we cover digital strategy from integrated care boards, hear from professionals in the region, and explore market trends.
Recovering access to primary care in the South West region
Cornwall and the Isles of Scilly
An update provided to the board reflected on achievements and outcomes in line with the Primary Care Access Recovery Plan (PCARP), citing “a huge amount of progress”, with a few actions still remaining to be completed. All PCNs have successfully completed their capacity and access improvement plans to focus on elements of access for telephony, websites and appointment booking, it states, whilst several practices took part in the general practice improvement programme (GPIP) to review ways of working.
GPIP has allowed practices the opportunity to review data, the update shares, whilst work on increasing use of the NHS App has meant 50 percent of all of the region’s patients are now signed up. Remaining to be completed is work including expanding uptake of Pharmacy First consultations, improving digital telephony, increasing uptake of digital and transformation PCN leads training, and improving online journeys for patients.
Bath and North East Somerset, Swindon and Wiltshire
A PCARP update was shared with the BSW board, which highlighted performance metrics including being the second highest ICB in the South West region for percentage of face-to-face primary care appointments offered, third against 14 day appointment targets, and second on application access for records. BSW also supported the first practice to offer booking and cancellation of appointments online, noting a reduction in DNAs was recorded.
“The activity in Primary Care and Out of Hospital will determine the success of the ambition of the system and the required focus,” the update states. “The ICB Commissioning Committee would be the platform now to provide that time and space for primary care deeper dives.”
Bristol, North Somerset and South Gloucestershire
David Jarrett, chief delivery officer at BNSSG ICB, provided an update as part of the ICB’s March board meeting, sharing that since the last update to the board in September, “progress has been made to improve access to General Practice for the population”. This includes across BNSSG’s ambitions around empowering patients, implementing a new modern general practice access approach, building capacity, and cutting bureaucracy. Bev Haworth, deputy head of primary care development, highlighted achievements including a 30 percent increase in the number of repeat prescriptions ordered through the NHS App, and a “significant increase” in the use of online consultations from 35 to 92 submissions per 1000 registered population per month.
PCNs were asked to carry out a year 2 progress review against their capacity and access improvement plans, Haworth shared, and funding was released to all PCNs following an assessment review. “The Operating Plan for 25/26 would look for more evidence with regards to patient experience, particularly an increased drive towards digitisation and commissioned projects to support the download of the NHS App to better enable communication between practices and patients,” the update continues.
Devon
In Devon, the board noted a decline in funding for primary care is “significantly impacting estates and workforce”, the update continued, whilst the publication of the 10 Year Plan will mean a strategic conversation with the primary care sector will be required. A target for 2025/26 is to get all PCNs in the Devon region to a position whereby they are in the upper quartile of national performance in terms of access, the update states, along with a “test of change” around new models of general practice.
Dorset
A meeting of the NHS Dorset board noted “good” progress on PCARP, and shared that next steps on the delivery plan have been reviewed at the ICB’s Prevention, Equity and Outcomes Committee, adding: “Positive progress had been demonstrated which was testament to the work undertaken in GP practices despite the challenging position.”
A survey helped inform the ICB on requirements for features including booking and managing appointments, checking test results, ordering repeat prescriptions, accessing medical records, and getting advice. Self-referral pathways are to continue to be strengthened, community pharmacy services will be expanded, and communications will be undertaken to raise awareness of modes of access available to the public. There remains high variation in patient experience of access, the update notes. “Long-term aims will be aligning General Practice improvements to population outcomes,” it states. “The evolution of integrated neighbourhood teams and place-based working represents an opportunity to consider access in the context of integrated care provision and increased delegated powers to local services to transform care.”
Gloucestershire
A progress update on PCARP recovery highlighted the particular success of self-referrals in Gloucestershire with rates “the highest nationally in the South West”, along with the highest rate of GPs and GP Partners in the South West region. It also shared that a pilot around interface work to reduce unnecessary additional work for practices and secondary care had been “well received by Claire Fuller and Tim Briggs on their recent visit”. The employment of PCN Pharmacy link workers is hoped to encourage more collaborative working and in addressing gaps in Pharmacy First, the update goes on.
Somerset
Somerset ICB board highlighted that more appointments are being provided than before the pandemic, however its approach to access is wider than focusing on the number of appointments and to “promote community-based person-centred care”. On tackling the “8am rush” and increasing the number of appointments delivered both same day and within 14 days, current statistics from the ICB show that on average “44 percent of all appointments in Somerset are delivered on the same day” with an estimated “40 percent delivered within 14 days”.
To support uptake of the NHS App across Somerset, the board highlights that “over 40 NHS App registration events” have taken place, with data from June 2024 showing a “5 percent year-on-year increase” in registrations. When looking ahead, the ICB highlights key priorities for the year, including: increasing NHS App record views and prescription numbers; continue expanding self-referrals; complete implementation of improved digital telephony; expand uptake of Pharmacy First services; continue implementation of simplified patient access and more.
How Restore Information Management increased clinical space and enhanced patient care for practices
A key challenge often faced by staff in general practice is that of physical space. Appointments have been recorded manually on paper for many decades, and for busy practice staff, this can lead to the time-consuming process of having to visit a storage space to locate a particular patient record. Unstructured data is also an issue, which makes it more difficult for clinicians to access the information they need, when they need it, and detracts from the usefulness of data for things like population health management.
There can also be significant financial implications associated with this approach, with space within the practice used to store records when that space could be better used for caring, sometimes leading organisations to look at hiring physical storage elsewhere. This then leads to further costs relating to accessing and sharing files, which practices also need to take into consideration. There are challenges with the vulnerability of paper records, both physically given their delicate nature and in terms of security, with greater risks of GDPR breaches or loss of information.
There can be knock-on effects for patients, too, given the length of time that the retrieval of documents or information on a patient’s history can take, particularly if that information is currently held by a different provider. This can mean delays for patients, or errors in patient care in the event of a miscommunication; and there are additional financial and security implications from having to post papers securely to the appropriate location.
Oxfordshire (which has since formed part of Buckinghamshire, Oxfordshire and Berkshire West ICB) approached the Restore Information Management team with similar challenges.
Initially, the plan was to store the records at box level, capturing records in range order with a view to keeping the costs minimal. However, Restore Information Management identified that this method could lead to additional costs further down the line as a result of potential difficulties with maintaining a full audit trail. Following discussions to pinpoint the best and most cost-effective approach, Oxfordshire CCG opted to document each patient record individually.
Importantly for the organisation, records had to be retrievable at all stages. To minimise costs, practice staff boxed up the records, capturing the start and end range on each of the boxes before they were transported using one of Restore Information Management’s GPS-tracked vehicles to their secure facilities at Upper Heyford. A data capture of the box range on initial entry into the storage facility was performed, which allowed access during the data entry stage, and then Restore began the process of capturing the name, NHS number and date of birth of each patient, uploading the data to the Records Information System. Access to this was granted to each practice via Restore’s online portal, RestoreWeb, which allowed oversight of what records had been stored and enabled requests for retrieval.
The results? Processes and systems were set up within agreed timeframes, enabling practices to free up much needed space for patient care, and improving employee experience. Sarah Harwood, senior commissioning manager for primary care at the CCG, described how initial discussions enabled the development of a contract for the work to be undertaken, with Restore Information Management also contributing to a responding Data Protection Impact Assessment, supporting the CCG with information governance, and helping to identify risks. “They have been hugely accommodating,” said Sarah, “extremely responsive to any issues that have arisen and very easy to work with.”
In particular, Sarah noted: “Feedback from the practices who have been involved with the project has also been positive.”
Click here to find out how Restore Information Management can help free up clinical space in your practice >
Digital strategy for primary care
Cornwall and the Isles of Scilly
Cornwall and the Isles of Scilly’s Joint Forward Plan for 2025 – 2030 focuses on improving access to primary care as part of operational recovery, noting change will be accelerated by “increased involvement in research and innovation and taking advantage of digital opportunities”. Increased use of primary care hubs has ensured people who are unwell are seen quicker, according to the ICB, whilst freeing up time in GP practices for those with long-term conditions. The ICB shares that it has trialled the use of AI to risk assess local GP populations, enabling practices to “take a proactive approach for those needing continuity of care”, with this set to be rolled out to all practices from 2025/26.
The board’s latest meeting in March also shared an update on the ICB’s Primary Care Plan for 2025 to 2026, which highlights work already underway toward moving to an integrated neighbourhood team (INT) approach and “significant progress” to establish the core elements and investment required to progress this approach. Planned care commissioning intentions include resolving interoperability issues for INTs and investment in the roll out of the Devon and Cornwall Shared Care Record to hold Personalised Care and Support Plans and Treatment Escalation Plans. The commissioning of a digital electronic referral system for dentistry is planned to continue, with a mobilisation date currently scheduled for January 2026.
Bath and North East Somerset, Swindon and Wiltshire
In March, the ICB board outlined plans for primary care including work to explore the use of AI tools to “understand the benefits and productivity these can bring”, and in expanding use of the NHS App from 59 percent to 75 percent by 2026/27. The ICB has also piloted a satellite solution to address connectivity challenges in rural GP sites, offering an “office-in-a-box” system to help support seamless internet access.
Bristol, North Somerset and South Gloucestershire
An update from the Primary Care Committee in February shared details of efforts to boost NHS App usage, including a 62 percent uptake, surpassing the national average. Notification use has increased from 22 to 32 percent, and prescription orders via the app have also increased by 30 percent. BNSSG has also been focusing on digital inclusion through community outreach, reportedly supporting over 150 people, “particularly in marginalised communities and non-English speakers”, and empowering patients to access health information.
Devon
The ICB’s Joint Forward Plan covering 2025 – 2030 was shared as part of the board’s March 2025 meeting, and outlined Devon’s vision for primary care and dental services, with an emphasis on collaboration, reducing inequalities, and integrating services within neighbourhood health models. In the 2025/26 Annual Plan, the procurement of a primary care remote consultation solution is set for the end of June 2025, and by July 2026, the ICB plans to identify how general practice may be supported or advised in the appropriate governance for AI projects. Also acknowledged within the board papers are wider ambitions around future-proofing the primary care estate.
Dorset
A digital strategy for Dorset is reportedly under development. According to the ICS’s Infrastructure Strategy published in January 2025, there are plans in place to invest in infrastructure the supports digitally enabled care pathways. The strategy also notes the potential of digital tools, primarily in demand management, and the need to store medical records digitally in order to free up space for clinical purposes.
In March the board shared that a one-year extension of SystmOne in primary care has been approved, fully funded by NHS England, and that the ICB will continue to work toward improving access to primary care services. Work on integrated neighbourhood teams and on addressing health inequalities, are also noted for primary care.
Gloucestershire
A meeting of the board in January outlined current work involving a Neighbourhood Transformation Steering Group set up to oversee the transformation of care at neighbourhood level and work with BI colleagues to understand current cohorts. And a data strategy shared as part of March’s board highlighted the role of shared data platforms in supporting collaboration between primary care and acute teams, noting the need to establish an Enterprise Architecture to deliver data interoperability.
Somerset
Somerset published a Digital, Data & Technology Vision & Roadmap, outlining plans around working collaboratively across the system, using data to understand needs, predict health trends and support early intervention, and making it easier for people to access information and services.
In March, the board highlighted work toward improving data to help understand activity and access at PCN level, as well as plans to improve data sharing and dialogue between primary and secondary care professionals. In Somerset’s Joint Forward Plan, progress is noted around the rollout of the NHS app and a digital inclusion programme, with Brave AI also reportedly rolled out in nine of 13 PCNs, and the Somerset Integrated Digital e-Record shared care record system fully implemented.
News on digital in primary care
NHS England has opened a preliminary market engagement notice, inviting suppliers to take part in introducing a market to digital primary care, offering solutions for procurement by ICBs and approved agencies across the UK. Part of NHSE’s Transformation Directorate, it follows the previous engagement for the GP IT Futures Framework, with the aim to ensure “streamlined access to innovative digital solutions” within healthcare. Proposed solutions should be “reflective of healthcare professionals’ needs”, as shown through research and user engagement, while also enhancing current solutions in development or those that are “already assured for marketing on the DSIC catalogue”.
Over 1,000 GP surgeries are set to receive a share of £102 million as part of the government’s Primary Care Utilisation and Modernisation Fund, the first national capital fund for primary care estates since 2020, and part of a series of measures announced to increase support for primary care. According to the announcement, the funding will support primary care to either enhance the use of existing infrastructure or to create additional capacity. It notes, “from creating new consultation and treatment rooms to making better use of existing space,” it states, “these quick fixes will help patients across the country be seen faster.”
A panel discussion in January considered how general practice, PCNs, and ICBs can utilise data and leverage technology to support operational efficiencies and improvements across primary care. Panellists included Kathryn Salt, assistant director of primary & community care, data and analytics for the Transformation Directorate, NHS England; Dr Shanker Vijayadeva, GP lead, digital transformation for the London region at NHS England; Dr Sheikh Mateen Ellahi, GP and practice partner at ELM Tree Surgery and South Stockton Primary Care Network; and Max Gattlin, digital consultant at X-on Health.
A recent poll on our LinkedIn page asked the question, what do you think should be the biggest priority for digital primary care – patient-facing digital tools, interoperability, funding to support innovation, or back office efficiencies? With 39 percent of the vote, patient-facing digital tools came out on top. Coming in a close second was interoperability with 38 percent of the vote, with interest from GPs, practice managers and pharmacists.
HTN’s Primary Care Awards celebrated innovations, solutions, case studies, collaborations and projects helping to shape future services and systems across health and care. The awards highlighted excellence in digital primary care across four categories: Partnership of the Year, Digital Solution of the Year, Case Study of the Year, and Improvement Initiative of the Year. A digital awards ceremony announced winners and runners up across each of the categories.
