A New Model With a New Hope: Key Teams

Darryn Thomas, Senior Key Team Coordinator

Betsi Cadwaladr University Health Board


A new model of Primary Care means a new approach to the services available. The introduction of an enhanced non-clinical Key Team coordinator within a Primary Care setting, focusing on a more consistent point of contact for patients and professionals and changing the way an administrator works.


A new model of care means a new approach to patient care. The introduction of a Key Team means an MDT approach can offer a better service. The personal approach has been lost throughout the years. Evaluating the needs of the patients, it is vital to build up the consistency of care.


The Key Team Coordinator is the pinnacle point of contact between patient and professional. This role is an administrative role with a difference. Enhanced training means the Coordinators can get involved in the clinical care of patients, dealing with more complex requests and providing a more streamlined service.

Since the role has commenced, there have been many changes to the role as it matures. These changes are made to ensure that patients receive the best care. At present, the role is proving to be very popular with patients and professionals alike.


Having a Key Team Coordinator means less time needed to get to the right professional and increasing the number of ways to get in touch.

It has given a more personal MDT approach, proving popular to many patients who struggle to access the Primary Care service. With each team focusing on 5-6,000 patients rather than 22,000 as a whole, patients have seen the advantage of a team of people working for their needs.

Educating the patients will still take time and in the first year alone, the different made to the service and care of patients has been proven to be a success so far.

In the first year of the role, there have been over 10,000 patients in which the coordinators have helped, without the need for an appointment with a GP. The figure below shows the diversity of the coordinator.

The Key Team Coordinator also deals with the team diaries and clinical time. As patients are able to be signposted to the relevant professional. The coordinators have been able to allow 15-minute appointments for GP’s so they are able to deal with more complex cases. This has proven to make the patient feel more at ease and allow them to discuss problems without feeling rushed. These appointment times are standard throughout the new model.

Enhanced training means more administrative work that would previously be done by a GP is now undertaken by the coordinator with close supervision to ensure patient safety. This had provided a faster, more efficient and prudent service with patients getting treatment sooner than they previously would have.

Part of cohort Bevan Exemplar Projects 2016-17