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 Web based patient triage for General Practice Built by NHS clinicians for NHS clinicians Designed to manage demand and free up capacity 3

Through six key points of differentiation Specifically Designed for Persistent Focus on Safety Clinical Track Record Remote Closure Trusted and Reliable Full platform IP Link to Urgent Care Leader 4

Built within the NHS in 2014, eConsult is now live in over 490 GP practices across the UK 2018 2014 2014 2018 • NHS GP Partnership • First pilot with 20 practices, • Live in 490+ GP practices covering 130,000 patients • 15 practices with 100,000 • 100+ condition specific registered patients • Tested 50 condition specific templates templates • 5 Urgent Care services • Available to 4.9 million seeing 250,000 patient pa patients across 61 CCGs • Out of Hours covering 250,000 patients 5

Patient Journey

55% of patients use their phones or tablets to access eConsult 45% 14% 41% 11

Demo: http://demo.webgp.com

eConsults are sent directly to the practice* No No No Respond by end action action action of next working day 40% Prescription/Advice 30% Telephone call back Face-to-face 30% appointment 70% 3 minutes on average Managed per eConsult remotely

In practice*

The shift to online consultation depends on the practice’s choice of roll-out eConsult usage Riverside Medical Centre, London • 11,000 patients 25 • Patient choice model – marketing materials distributed and patients decide how to use the 20 service 15 Sidcup, Bexley % • 9,000 patients with an aging population 10 • Utilising an on the day demand model • Front desk team are supporting completion 5 Hedge End, Southampton 0 • 13,300 patients • Started with patient choice model for first 12 months • Then started to consistently market to patients Riverside Medical Centre Hedge End Medical Centre Sidcup Medical Centre throughout every interaction, resulting in significant increase to 20%+ *% of NHS England recommendation of 72 appointments per 1000 patients per week 23

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 24

Over 25% of eConsult users are over 65 years old 18-24 25-44 45-64 65+ 2017 4% 26% 45% 26% male female 2017 36% 64% 25

Product features

eConsult has continually evolved by integrating clinician and patient feedback Flexible integrated scoring: One-way patient messaging Photo uploads available GAD-7 and PHQ-9 27

Paediatric content is now available, enabling parents to eConsult for their children 28

Support

What we do Pre-launch Post-deployment - Lots of support including: - Offer inbound support desk (operations, - Help you decide your deployment clinical and technical) schedule - Regular outbound support - Support your practice through the change - Monitor usage and identify developmental - Provide guidance on workflow options areas - Arrange personalized marketing - Provide updates on new functionality collateral - Regular update of marketing materials - Share best practice - Regular performance and patient experience - Share training modules reporting - Provide ad-hoc support (operations, technical and clinical) Existing customer website www.econsult.net > “login” > Password: econsultlogin 30

Oxfordshire CCG Plan Wave 2 Wave 3 Wave 1 Practices Practices Practices (10) (remaining) (20-30) 31

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. 32

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 33

☑ 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 2017 cohort Finalist Winners Best System or Initiative Primary Care Innovation Information Technology Adoption/Roll Out 34