Transforming Primary CareDelivering Modern General Practice with a Behaviourally Informed Approach
Why Behaviour Matters in Healthcare Transformation
Our experience delivering large-scale transformation has demonstrated that creating alignment between People, Process and Technology is critical—and the common factor often overlooked is Behavioural Psychology.
Caja works alongside primary care teams to employ a behaviourally informed approach that:
Practical Support for Modern Primary Care
Our approach directly supports the implementation and adoption of Online Consultation (OC) and Total Triage (TT) models—ensuring they are intuitive, accessible, and embraced by both patients and frontline teams. We make these models work in practice, not just on paper.
Our Service Offerings
Optimised Contact Channels
We redesign access pathways with patients in mind, helping practices adopt a customer service mindset that improves responsiveness, reduces delays, and ensures contact routes meet diverse patient needs whilst optimising new digital channels.
Improved Care Navigation
We empower teams to confidently guide patients to the right support first time, using behavioural tools that embed a customer-focused approach and improve experience whilst maximising capacity and use of alternative appointment types and signposting.
Enhanced DES Delivery
By understanding patient behaviour and barriers, we support practices to deliver DES requirements including cancer screening, vaccination rates, and health checks in a way that increases engagement, accessibility, and equity.
Capability Building through PLT Sessions
Our interactive PLT sessions build staff confidence and capability to lead change, embed customer service principles, and deliver more patient-friendly, efficient and inclusive general practice.
Building Sustainable Change
Through our Behavioural Science Academy, we build internal capability to embed these approaches at scale—helping systems move from reactive service delivery to proactive, sustainable transformation.
Visit Us At The Conference
Discover how we can support your journey towards truly modern, person-centred general practice.
