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www.england.nhs.uk
Patient Online
Fiona McDonald
Digital Clinical Champion NHS England
Clinical Lead, EPS, HSCIC
@Patientonline #patientonline
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Towards a digital revolutionOnline access has transformed many industries, including:
music, retail, travel and banking
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What is POL GMS/PMS contract
PATIENTS
online booking of appointments
online cancelation of appointments
online ordering of repeat prescriptions
online access to summary information within patient
records (allergies, medications, adverse reactions)
And promote these services to patients
Possible for practices to offer online access to test results, letters and consultation notes and more.
Full details of the 2014/15 GMS contract
Full details of the 2014/15 PMS contract
To meet the Patient Online requirements by March 2015 practices must offer:
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What are the benefits?
• Time saving in phone calls and car journeys
• Improved access and convenience
• Improved communication with the practice
• Increased patient safety, reduction in errors and duplications
• Improved health knowledge and health literacy
• Improved patient experience and control of their care
• Administrative time savings on repeat prescription
• Receptionist time release on appointment booking
• Fewer missed appointments
• Increased patient safety, reduction in errors and duplications
• Improved communication with the patient
• Improved patient satisfaction
PATIENTS GENERAL PRACTICES
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• Appointment booked online saves 3-4 minutes admin time ≈ 50p
• Online Prescription saves 5-6mins admin time ≈ 83p
• After 12 months, practice of 10,000, with 30% patients signed up:
• 250 appointments booked / cancelled ≈ £330 p.m• 350 repeat requests ≈ £460 p.m
How might efficiency be improved?
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What we have learnt so far…
Empowering patients
Delivering transparency
Integrating and personalising
Supporting better patient / clinician decisions
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In person By phone By fax machine Online0
10
20
30
40
50
60
70
80
90
100
32%
80%
33%31%
80%
30%
December 2013(935,598)
December 2012 (973,503)
• Which of the following methods would you prefer to use to book appointments at your GP surgery?
There is an appetite to book online
• Base: All answering question (in brackets) • Source: Ipsos MORI
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• How do you normally book your appointments to see a GP or nurse at your GP surgery?
Booking appointments online… the challenge ahead
• Base: All answering question (in brackets) • Source: Ipsos MORI
In person By phone By fax machine Online0
10
20
30
40
50
60
70
80
90
100
31%
90%
4%
30%
90%
3%
December 2013 ...
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PATIENT ADDRESS
PRACTICE ADDRESS
PRACTICE TEL NUMBER
PRACTICE TEL NUMBER
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“Patients will see my spelling mistakes”.
“It will create more consultations”.
“This is going to cause me more work”.
“Patients will look at test results and will contact me more”.
GP concerns
“I am no longer in charge”.
“I am uncomfortable with this”.
“Do I need to quality check my records?”
“I am losing control”.
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“Don’t have to use a PC, can book appointments and view my test results on my iPad or iPhone”.
Comments from existing patients online
“I can receive much quicker, more efficient care”.
It's really helpful to be able to remind yourself what was said to you by your GP”.
“Easier for me to keep track of my medication”.
“I want the face to face contact. It could be Skype!”
“I'm impressed how quickly my blood tests are on there”.
“It is good to have the choice”.
“Don’t have to use a PC, can book appointments and view my test results on my iPad or iPhone”.
“No more calling GP’s at 8.30 am for appointments”.
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Resources – RCGP guidance and training
PATIENTSGuidance example forms and checklists
Identity verification
This guidance and other supporting materials can be found on the RCGP
website: http://elearning.rcgp.org.uk/mod/page/view.php?id=4459
Getting started with record access
Coercion
Proxy access
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Resources – Patient Online Community
Community for Network with Access to
anyone interested in online services in primary care
other CCGs, CSUs, practice managers, GPs, patients
resources, case studies, toolkits
To register email: [email protected]
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• Vaccination history• Test Results• Consultations (coded entries only)• Consultations (including free-text)• Documents (correspondence)
What we COULD do...
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YouTube Patient Online
• http://www.bing.com/videos/search?q=youtube+patient+online&FORM=VIRE2&adlt=strict#view=detail&mid=AC3F5CE2FE4CD1DE6619AC3F5CE2FE4CD1DE6619
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• During flu campaign• At the front desk • During patient registration ( opt out) • Face to face consultations• LTC clinics • Get your practice nurses/ Nurse Practitioners involved• PPG• Advertise on your website/ practice/ social media• Encourage patients to tell their family & friends• Ask your pharmacies • RHS prescriptions ( electronic or paper)
When to capture consent
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What we are doing
Engagement
Stakeholders Practices
Patients Suppliers
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Fiona McDonald –Digital Clinical Champion- Patient Online programme
Patient Online Website:www.england.nhs.uk/patient-online
Patient Online Community To register for the Patient Online Community please email: [email protected]
