St Chad’s and Chilcompton Surgery AskmyGp Our experience so far…..
Background • 12,700 pt practice. • Radical overhaul of appt system May 2017 to full doctor triage using GP Access model. • Average 900 phone appts per week, approx 1/3 brought in for f2f appt. • Incorporated online access via askmyGP May 2018.
How it works • Patients can access ‘ askmyGP ’ through our website 24/7 instead of phoning reception. • They are informed their request will be dealt with within opening hours. • They have to create a log-in first time. • Links to NHS choices self help offered and told not for use for emergencies.
• Patient is prompted to detail if new or existing problem, what’s changed, what their concerns are and how best and when to contact them. • Plenty of characters to put enough detail. • Can contact about a child or as a carer. • Patient can select a specific doctor if wishes to. Can set rota of which staff available.
Implementation • Training of reception/admin staff and clinical staff. Videos provided by Gp Access. • Individual log-ins/desktop short-cuts. • We opted for soft launch by just adding to our website without promotion to test internal processes. • Minimal usage until we changed our phone message offering it as an alternative to phoning.
• Reception lead closely overseeing process. • Designated reception staff check for new contacts throughout working day and allocate/respond appropriately. • First time patient contacted need to verify identity. • Many queries dealt with by Admin team. • Can reply to patient securely by email or phone.
Benefits • Seems popular with patients who’ve used it. • Should reduce phone call burden on reception staff. • Patient able to give lots of detail, more than when ring reception, so we respond more informed and more timely. • Useful alternative for patients who struggle to speak on phone/mental health issues.
• Some doctors like it more than others! • We’re getting quicker at using it. • Does seem to be being used by all ages, 13% contacts by >65 yrs olds. • Can save time as often difficult to contact by phone, repeated missed calls.
Problems • Separate system to log into daily, all information has to be ‘copy and pasted’ into patients notes. • Reception team are finding it as much work as phone calls, not reducing workload for them just another system to check/run. • Numbers too small to see if reducing number of phone calls yet. • Potential for some patients to over-use system.
Usage Feb- Mar- Apr- May- Jun- Jul- Aug- Sep- Oct- Nov- Dec- Jan-18 18 18 18 18 18 18 18 18 18 18 18 Total Total number of submissions 8 11 14 25 141 238 201 638 Male 2 3 6 7 61 100 117 296 Female 5 8 8 17 79 135 79 331 Not known 1 1 1 3 5 11 Number of unique patients 6 6 10 15 105 183 144 469
Summary • We’ve opted to use it as a bolt -on alternative to our phone triage rather than divert all patients through it. Currently approx 4.5% patient contacts through it. • Seems to suit some patients really well, mixed feelings from staff. • If could be embedded into Systm one has potential to save staff time, doesn’t currently.
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