Getting started with Patient Access

Agenda

• What is Patient Access?

• Benefits and concerns

• A practice manager’s experience

– Jenny Keane, Ashfield Surgery

• How do you turn it on?

• Tips and tricks

• New features

• Questions and Answers

What is Patient Access?

• Book appointments

• Order repeat

prescriptions

• Change your address

• Change personal details

• Message the practice

• Medical record

• All controlled by settings

in the clinical system

BenefitsFor your practice

Ease demand on reception desks

Reduced overhead in processing

repeat prescriptions

Fewer phone calls

Reduce DNAs by making it easier to

change/cancel appointments

Informed patients with medication

and medical record access

You are in control

For the patient

No need to phone

No need to queue

Quicker to book repeat prescriptions

Save time

24 hour service – manage

appointments outside of practice

hours

Accessibility through appointment

management

Patient empowerment through

information and participation

Mobile access

Benefits

My patients just won’t use it

• The average Access practice has 540 active

patients using it, the top practice over 8,000

• For many patients, online access is now an

expectation

• Two thirds of the 600m+ customer contacts

received by English local authorities each year

are now coming in through onlinehttp://www.socitm.net/news/article/143/two

_thirds_of_customer_contacts_now_online

There will be too much overhead

for my practice

• Experienced practices agree Access is a huge time-saver

• Medical record viewing on the health agenda

• See the Common Room, and speak to your OM about advanced training

Patients won’t use appointment

booking appropriately

• In general, patients are responsible

• Appointments offered can be configured in detail, more information later

• 1900 practices already offer appointments

• Can limit patient access to features

A practice manager’s view

Jenny Keane

Practice Manager

Ashfield Surgery, Sutton Coldfield

Getting started

• THINK ABOUT HOW TO HANDLE GIVING INTERNET ACCESS

TO AREAS OF YOUR CLINICAL SYSTEM.

• ISSUES – CONFIDENTIALITY

• - SECURITY

• MOST BENEFITS FOR THE PRACTICE AND PATIENTS ARE::

• MAKING & CANCELLING APPOINTMENTS

• REPEAT PRESCRIPTIONS

• ACCESS TO MEDICAL RECORD?

• WHO SHOULD BE GIVEN ACCESS?

• PARENTAL ACCESS FOR CHILDREN

Signing up for access

• PATIENT APPLICATION FORM

• SECURITY – WE TOOK A ‘BANKING’

APPROACH

• PATIENT HAS TO PROVIDE PERSONAL

INFORMATION

• PHOTO ID – VERIFIED BY THE PRACTICE

• ACCESS ID AND PIN SENT VIA POST

• ONLINE REGISTRATION

Advertising the service

• RIGHT-HAND SIDE OF PX

• NOTICE BOARDS IN WAITING ROOM

• JAYEX/INFORMATION SCREENS

• VERBALLY

• ESPECIALLY TO PATIENTS COMPLAINING ABOUT

NOT BEING ABLE TO GET THROUGH ON THE

PHONES!

• PRACTICE WEBSITE

Questions?

@patientUK

patientUK