General Practice Transformation

Champions Event

7th March 2017

Using online access to manage

demand and reduce GP stress

Ellen Pirie

Ellen.pirie@gpaccess.uk

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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

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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 ellen.pirie@gpaccess.uk