Online Consultation for General Practice Whats happened so far? 10 - - PDF document

Online Consultation for General Practice

What’s happened so far?

10 Wave One Practices Selected Workshops to design specification Specification agreed, out to procurement

Solution to enable patients to submit a clinical or admin query Integrate with the practice’s clinical software Has a strong change management/adoption process

Evaluation process eConsult Selected

What is

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Web based patient triage for General Practice Built by NHS clinicians for NHS clinicians Designed to manage demand and free up capacity

4

Through six key points of differentiation

Persistent Focus on Safety Clinical Track Record Trusted and Reliable Leader Link to Urgent Care Specifically Designed for Remote Closure Full platform IP

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Built within the NHS in 2014, eConsult is now live in over 490 GP practices across the UK

2014 2018

• NHS GP Partnership
• 15 practices with 100,000

registered patients

• 5 Urgent Care services

seeing 250,000 patient pa

• Out of Hours covering

250,000 patients

• First pilot with 20 practices,

covering 130,000 patients

• Tested 50 condition specific

templates

• Live in 490+ GP practices
• 100+ condition specific

templates

• Available to 4.9 million

patients across 61 CCGs 2014 2018

Patient Journey

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55% of patients use their phones or tablets to access eConsult

45% 14% 41%

Demo: http://demo.webgp.com

eConsults are sent directly to the practice*

• n average

per eConsult

3 minutes 70%

No action No action No action Respond by end

• f next working day

Prescription/Advice Telephone call back Face-to-face appointment

40% 30% 30%

Managed remotely

In practice*

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The shift to online consultation depends on the practice’s choice of roll-out

*% of NHS England recommendation of 72 appointments per 1000 patients per week

eConsult usage Riverside Medical Centre, London

• 11,000 patients
• Patient choice model – marketing materials

distributed and patients decide how to use the service Sidcup, Bexley

• 9,000 patients with an aging population
• Utilising an on the day demand model
• Front desk team are supporting completion

Hedge End, Southampton

• 13,300 patients
• Started with patient choice model for first 12 months
• Then started to consistently market to patients

throughout every interaction, resulting in significant increase to 20%+

5 10 15 20 25

%

Riverside Medical Centre Hedge End Medical Centre Sidcup Medical Centre

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An eHub model processing eConsults centrally can enhance clinical efficiency

• Increases clinicians’ confidence at remote

management

• Shares demand across practices
• Breaks up the clinicians’ weeks and provides a

more flexible working option

• 86% remote closure

This model can add value for:

• CCGs/STPs
• Federation models
• Out of hours providers
• Group practices

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Over 25% of eConsult users are over 65 years old

4% 26% 45% 26% 2017

65+ 45-64 25-44 18-24

36% 64% 2017

female male

Product features

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eConsult has continually evolved by integrating clinician and patient feedback

Photo uploads available Flexible integrated scoring: GAD-7 and PHQ-9 One-way patient messaging

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Paediatric content is now available, enabling parents to eConsult for their children

Support

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What we do

Pre-launch

• Lots of support including:
• Help you decide your deployment

schedule

• Support your practice through the change
• Provide guidance on workflow options
• Arrange personalized marketing

collateral

• Share best practice
• Share training modules
• Provide ad-hoc support (operations,

technical and clinical)

Post-deployment

• Offer inbound support desk (operations,

clinical and technical)

• Regular outbound support
• Monitor usage and identify developmental

areas

• Provide updates on new functionality
• Regular update of marketing materials
• Regular performance and patient experience

reporting

Existing customer website

www.econsult.net > “login” > Password: econsultlogin

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Oxfordshire CCG Plan

Wave 1 Practices (10) Wave 2 Practices (20-30) Wave 3 Practices (remaining)

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What will be required from practices?

Commit to designing workflows to enable consultations by eConsult Commit to actively promoting eConsult to patients at start and end of encounter (front desk and end of appointment) Commit to losing something to gain the benefits e.g. ring fence some appointments for an online consultation.

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Next steps

If you are keen to be one of our first wave 2 practices, please email Hannah (hannah.scarisbrick- rowe@oxfordshireccg.nhs.uk) indicating when you would want to start Face to face workshop for wave 1 and keen practices

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☑Better access ☑Better outcomes ☑Better use of practice resources ☑Commissioner savings

Now live in over 490 practices across 61 CCGs in the NHS Available to 4.9 million patients

Winners Primary Care Innovation Finalist Best System or Initiative Adoption/Roll Out 2017 cohort Winners Information Technology