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Learn how implementing digital engagement tools such as SMS, email, and IVR can improve patient experience, reduce DNAs, and increase access to healthcare services.
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SystmOne NUG, Birmingham, 17 May 2016. “Our patient experience has improved as more staff are available to work directly on the front of reception to deal with patient queries face to face.” “By using text and email we have seen improved attendance rates for chronic disease and also improved the speed of response from patients.” “We can use MJog to ask patients about their consumption of alcohol and tobacco and how much they have reduced their intake through a simple series of questions and answers.” “By communicating..via these channels we expect to further reduce DNAs, improve renewed prescription requests and keep them fully informed about our other services and initiatives.”
SystmOne NUG, Birmingham, 17 May 2016. The Digital Practice? Luke Wyatt, CCG Business Development Manager
Partners & Accreditation • 100% IGSoC • GPSoC Lot 2 Approved Supplier for additional GP IT Services • Own N3 connection • ISO 27001: 2013 accredited
Challenges you face • Ageing population • Greater occurrence of multi-morbidity • A&E explosion • Maintaining quality of care • Increase access – 7 day working • Greater patient engagement • Promote self management & use of relevant services
The Digital Switch 93% own mobile 66% adults own smart phone Postal comms down Email most popular replacement for post 61% use mobile internet Emails access across devices "We're now spending more time using media or communications than sleeping. The convenience and simplicity of smartphones and tablets are helping us cram more activities into our daily lives."
Devices used to go online by age http://stakeholders.ofcom.org.uk/binaries/research/media-literacy/media-lit-10years/Adults_media_use_and_attitudes_charts_-_Section_4.pdf
Weekly communications by age http://stakeholders.ofcom.org.uk/binaries/research/cmr/cmr15/CMR_UK_2015.pdf
So - why change ? • Significant time and effort • Slow delivery • Expensive • Unreliable
Modern messaging works! Fast & Direct Personal & Confidential Cost effective More obligation Hard to ignore Provokes instant action Informative Timely delivery Hang around www.mjog.com
Practical Applications - SMS • SMS Messaging • Increase patient experience and engagement via innovative applications including FFT, patient surveys and app • Reduces communication costs through improved condition management • Raising awareness of your services • Increases efficiency and appointment availability • Improved access and experience – automatic patient cancellations • Reduces costs via scheduled health campaigns
Practical Applications - Email • Email messaging • Greater access to health management information – e.g. for Diabetes • Provides more in-depth information – direct patients to online health services from national websites • Greater patient choice & access – get information ‘on the go’ whether commuting or shopping • Widens reach to patients who use their PC to access emails at work and at home • Increased patient engagement - more in depth surveys • Convenient for healthcare providers and their patients – 24/7 & 365 days a year!
Practical Applications - IVR • Interactive Voice Response • Pre-defined dates and times to deliver patient communications • Access parts of patient population who don’t regularly use mobiles – good alternative! • Improves patient access – keypad allows patients to confirm attendance • Greater patient engagement - maximum reach and verification via automatic read coding “We certainly found the voice service useful for our campaign, helping us to eliminate completely the tedious/ expensive process of sending out letters.”
Smart Message User friendly Sync with phone calendars in app See the history of communications Secure messaging – via unique authorisation & password Available across platforms Push notifications available Available offline for viewing Simple reply function
Implemented digital ‘wins’ • Two way reminder messaging with patients • Patient recalls • Patient surveys • Test results • STI screening invitations Smoking status • Monitoring long term conditions such as asthma & diabetes
What was the impact ? • 59% DNA reduction • 6 days/month reclaimed in GP time • Saving telephone time answering questions and giving test results • Easy cost effective interaction with patients • Automatically collecting QOF Points • Automatic invites for increasing patient uptake • 60% reduction in patient communication cost
Modern ‘Digital’ Engagement CCG Campaign Example Included in funding of the full MJog Service is the CCG Campaign Service, please see below a few example uses by other CCGs. Wolverhampton CCG: “Advice to stay comfortable and safe: use sunscreen; seek shade between 11am - 3pm; wear loose clothing; drink plenty of non –alcoholic cold fluids; if you are on medication, store them below 25c; look out for elderly and vulnerable people for whom excess heat can be lethal; use A&E for EMERGENCIES ONLY! “ Aylesbury Vale CCG: “Remember you can call *111* at any time for medical advice/support. The MIIU at Wycombe Hospital is also open around the clock for minor injuries” Chiltern CCG: “You can now view your GP medical record on line at home, if you would like to request access to this service please visit the surgery”
“The system [MJog] gives us the ability to reallocate appointments with ease, to run efficient and full clinics and to communicate with patients individually in a manner they choose.”"We have been using MJog for chronic diseases including asthma invites and patients have found it extremely useful to be able to automatically cancel their appointments, by texting us back. Those responses are then recorded automatically into SystmOne and readcoded - a lifesaver!"“The ability to sign post patients to further information has proved successful and the clinic uses a number of means to achieve this, including links to information on the website focusing on certain disease awareness campaigns.”
