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Smart GP Access
A better way to get GP appointments
Randall Bell
Project Detail
Smart GP Access is a digital appointment booking system designed to improve how patients access GP services. The concept combines staggered appointment release with intelligent appointment matching to reduce demand peaks and improve healthcare resource allocation. Users complete a short questionnaire through an app and are directed to the most appropriate healthcare professional, such as a GP, nurse or pharmacist. Rather than releasing all appointments at 8am, availability is distributed throughout the day, allowing users to book appointments at times that better suit their needs.
Problem Statement
Many GP practices rely on a single appointment release period, often creating an 8am rush where patients compete for limited appointments through overloaded phone systems. This can result in long waiting times, frustration and concerns around fairness, particularly for people balancing work, childcare or other responsibilities. The pressure also impacts reception staff and clinicians who manage high demand with limited resources.
My Process
The project was informed by surveys, focus groups, stakeholder mapping and a user journey exercise. Research highlighted recurring issues around appointment access, fairness and system efficiency. A range of product, service and system concepts were generated using brainstorming and creative design techniques. Concepts were evaluated using a selection matrix before being refined into the final proposal, which combines staggered appointment release with intelligent appointment matching to create a practical and achievable service innovation.
About me
I'm Randall Bell, a 39-year-old Design student with The Open University from Newcastle Upon Tyne. Throughout this module, I've explored how design thinking, research and innovation can be used to tackle real-world problems and improve services for people. My goal during the course has been to develop practical skills that I can apply beyond my studies, particularly in areas involving technology, user experience and service improvement. After graduation, I hope to put everything I've learned into good use, using the knowledge and approaches gained through the Open University to help organisations solve problems, improve experiences and deliver meaningful change.