General Practice Transformation
Champions Event
7th March 2017
Using online access to manage
demand and reduce GP stress
Ellen Pirie
Now add online access - askmyGP 1 2
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1. Patient starts with askmyGP link on
practice website, no login needed
• Patient can choose anyone or named GP, or specify male/female GP
• Named GP information can be easily changed daily to help support
continuity of care
• Patient can ask for response at specified time otherwise will be as soon as
possible – we recommend setting expectations that response will be within
1-2 hours during GP working hours • Can include or exclude prescription requests
Exploring symptoms to give a structured report
Example, “chest infection”
The patient now sees relevant NHS info
Now add online access - askmyGP 1 2
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2. Patient reviews the history & sends.
3. Reception reviews the history & adds value by
deciding how to allocate
4. GP decides how to help
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4. GP reviews request with existing patient notes
Great Design Approach
Connects patient to their own GP practice
• Provides an intelligent history taking engine
• Does not make diagnoses and will never refer to NHS 111 or tell patient to call an ambulance
• GPs are fully in control of the response to their patient
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8,000 different entries, 80,000 possible questions…
Medical problems submitted are highly varied,
353 in long tail distribution. 81% are symptoms
Top 10 symptoms are only 13% by volume
Secrets to success
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1. Ensure easy for patients to use
2. Allow patients to ask anything
3. Provide a rapid response 4. Enable GPs to be in
control
GP & patient experience of askmyGP
Greenway Practice, Belfast, 7100 patients
n=3,791 online submissions, 1/7/16 – 28/2/17
Demand channel shifted from telephone to
online by 20%, as soon as message changed.
Patients are submitting in working hours, a
number like the convenience of evenings
75% of users want help from anyone,
25% ask for a named GP, 9% most popular.
All ages are using it, 0 to 102 years old
Most users are patients, but parents and
carers are important too.
Most patients spend 4 – 7 minutes entering
their problem and symptoms
Strong patient feedback: 55% say the new system
is better, 37% same, 8% worse (n=5,518)
Greenway patient feedback comments…
I'm happy with the new
system. .it was a bit daunting
at first but it's now no problem.
(female 54) rather than waste
an appointment,
this could get sorted
over the phone.
(female 79)
love this system. so easy
and quick to use.
response time excellent
(male 65)
I like the new service and I
have an amazing gp.
(female 30)
Great response time, saves
waiting on the phone line
and allows you to pick a
time that suits you. Great
idea. (female 28)
Very easy to use, I prefer
this to being on hold to
reception for ages
(parent of 3 year old)
Took a bit longer than expected but definitely
have found it more
convenient and easier for
me to use. (male 45)
• We can also support GPs to do detailed demand and capacity analysis and help you provide this level of response by moving to a ‘phone first’ model
• Enables GPs to decide how to prioritise face to face appointments
• We do this within a fast 12 week programme, with launch of new way of working in week to deliver quick results
• Extensive support materials to make this as easy as possible
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If you need further help to provide fast response times….
Further information
• Try askmyGP yourselves
– www.bramleysurgery.co.uk
– www.askmyGP.uk
• Contact [email protected]