Table 2 Organisational measures to control the flow of patients (Percentage of general practices that indicate that they have applied the measure)

Appointments and triage

 When patients want to make an online appointment for this practice, they are shown a message informing them about which complaints they may (not) bring to the practice

71%

79

 Patients must state a reason when making an online appointment at the practice

88%

83

 Patients must state a reason when making an appointment by phone

95%

159

 Patients who made an appointment and where it is unclear whether they pose a risk of infection are called beforehand to verify this

24%

51%

146

 In the situation where telephonic triage is performed by someone other than a GP in this practice and he/she needs support when assessing a call, he/she can rely on support from a GP

6%

93%

161

 The home visits are organised so that potential COVID-19 patients are seen by one GP at the end of the GP’s round

26%

51%

148

Adaptations in the practice

 Performing triage before patients entering this practice

88%

155

 Limiting the number of patients in waiting room

94%

155

 No longer use of the waiting room

14%

155

 Structural changes to the reception area

72%

155

 Changing repeat prescription approach in terms of patient attending practice

54%

155

 Using e-script or health mail for prescriptions

68%

155

Administrative documents

 … these documents are available for pickup in this practice

10%

4%

143

 … these documents are sent to the patient by postal mail/are dropped in the patient’s home letterbox

35%

11%

142

 … these documents are sent to the patient by regular e-mail.

52%

13%

146

 … these documents are made available through a GDPR proof online system

21%

7%

152

Contact with home care services in case of …

 Patients are diagnosed with COVID-19

29%

28%

153

 Patients are diagnosed with a major infectious disease different from COVID-19 (e.g. HIV, hepatitis carrier status)

34%

16%

147

Changes in tasks

 Staff members are more involved in giving information and recommendations to patients contacting the practice by phone

38%

34%

160

 Staff members are more involved in giving information or explaining what a caregiver has said to illiterate patients, patients with low health literacy or migrants

34%

21%

148

 Staff members are more involved in actively reaching out to patients that might postpone healthcare.

37%

14%

157

 Staff members are more involved in the triage of patients (by phone, when entering the practice, …)

34%

45%

158

 Since the COVID-19 pandemic, GPs or GP trainees are more involved in actively reaching out to patients that might postpone healthcare

41%

9%

144