We believe that efficiently managing patient flow is crucial for the effective delivery of healthcare services. According to NHS Improvement, 'patient flow' pertains to the healthcare system's ability to manage patients efficiently and with minimal delays as they progress through various stages of care. While patient flow is often linked with emergency departments, we view it as beginning with primary care. General practice surgeries are ideally positioned to guide patients towards appropriate care options, as family doctors are well-acquainted with the needs of their patients. Optimising patient flow involves allocating resources effectively, ensuring that each patient is seen by the right professional in the most suitable manner. In general practice, this translates to utilizing both clinical and non-clinical roles effectively to address the wide range of queries received daily.