Representing patients and their families in the transformation of primary care

Transcription

1 Realising the potential of primary care Representing patients and their families in the transformation of primary care Ingrid Brindle Chair of Thornley House Patient Participation In memory of Margaret Rickson, voted NHS Top 50 Innovator 2013 Dr Amir Hannan General Practitioner, Haughton Thornley Medical Centres Long Term Conditions lead, IM & T lead and Patient Engagement / empowerment lead, Tameside & Glossop amir.hannan@nhs.net

2 I am not just a patient (after I am a mother, sister, partner, friend, learner, educator, humanist, carer, supporter, cook, designer (after A. C. Grayling, 2006)

3 We are not just families. (after We are nurses, engineers, judges, cleaners, waste disposal operatives, rocket scientists, brain surgeons, care workers car salespeople, children, comedians, cooks. (after Brindle after A. C. Grayling, 2014)

4 Our health our lifetime s work! Our most important project Most of it done Home Alone!

5 Click here to access your medical records Click here to learn more about what you can do when you access your records Click here to sign up for access to your records Click here if you have forgotten your passwords and need to rest them again

6 Click here to view your medical record

7 Click here to see more information about the problems you suffer with

8 Click here to see your medications You can learn more about the conditions you suffer with by clicking here Please remember to look at the practice website for information specific to the practice and other trusted information too

9 See cholesterol result

10 Click here to see letters See result, what the normal range is (not always accurate) and a graphical display to show if in the normal range or not as well as whether normal / abnormal Please note further information about test results is available on the practice website In particular, you may find Lab Tests Online useful and of course the advice your doctor or nurse may have given you too. If you are not sure then please book an appointment with your doctor or nurse who may provide you with more information

11 Click here to see an example letter You can see letters that have been sent by the surgery as well as letters that come from clinics you may attended in the community or from the hospital, results of tests such as scans, biopsy results.

12 You can see if a doctor has acted on information but not contacted you directly usually a reminder for the doctor when they do contact you or allows you to know why something has happened Click on immunisations You can see comments added by admin staff Click on details to see the contents of the consultation Encompass documents are Instant Medical History questionnaires which allow you to complete a questionnaire about certain symptoms such as cough, abdominal pain or rash before you see the clinician. We hope to expand its use across the practice to enhance the care you receive and save you time too!

13 Click on allergies

14 Test Patient Record User ID: Password: HAUGTON1 App available for iphone & Android Search for Patient Access App available for iphone and Android smartphones Search for Patient Access Order prescriptions and send secure messages and see Replies via your smartphone app Book an appointment at your convenience View Your Medical Record You can also check your address, change your password, update security questions and update your mobile and address SystmOne App for iphone / Android Medical Record Viewer on your smartphone (iphone / Android) Please remember to also see to see relevant personalised practice-based information

15 Why so little progress with the empowerment of patients?

16 What is needed is for all the patient information to be joined up GP records My information (blood pressure, glucose levels, etc In-patient information Out-patient information Information from other agencies (social care, physiotherapy, chiropody etc) Information from carers And so on

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18 Explicit Consent process

19 Instant Medical History Access to over 50,000 unique questions utilising branched logic

20 Provides comprehensive medical history 40% of time provided useful information not typically elicited Essential Questions missed Pilot s Checklist

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23 Type of patient How many have signed up % Asthma 588/ % COPD 96/356 26% Diabetes 272/798 34% Cancer 84/261 32% Depression / Anxiety 700/ % Rheumatoid Arthritis 33/73 45% Heart disease 136/469 28% Low back pain 908/ % Chronic Kidney Disease 70/352 19% Thyroxine 166/459 36% Learning disability 8/48 16% Bengali patients 374/ % Medications ordered online 785/ % Total patients 3245/ % For latest data: see

24 What can patients / families do today Complexity / time Best care Enhanced care Standard Care Understanding

25 How do staff perceive online services Adele Mills Admin Assistant As a receptionist, giving patients access to their records has meant...'they receive a better understanding of their health, access to many health matters sites and take control of their wellbeing...' Deborah Smith - Receptionist Many calls to reception are from patients chasing up test results. Those who have access to their record can view their results and can make an informed judgment as to whether or not they need to speak to their GP. Patients without access can contact the surgery several times a week chasing up results and become quite anxious. This is just one example of how access to their records results in a reduced number of unnecessary calls to reception and more importantly reduce stress on the patient.

26 What can staff do for patients / families? Caring / compassion Time Structures / Processes / Outcomes Health Literacy / Self Care Quality Improvement Partnership working Safety netting Patient / family activation

27 Learning from Sam s Story What help does Sam and family have? What extra value can Sam and family provide? How can commissioners and providers encourage greater self care? How can community / secondary care help? Funding will be necessary to support the change What will we stop doing? Could co-commissioning help?

28 Transforming healthcare Be interested & listen intently Wrap around service 24/7 Invest in individuals and families Invest in Patient Participation Groups Provide safe haven for families to learn & do Activate & re-activate patients and families Safety-net Managers provide the context for patients and clinicians to excel

29 Current situation Future plans Currently offer booking appointments online Currently offer ordering repeat prescriptions online Currently offer patient access to the full records Would you like to Would you like to offer ordering offer booking repeat prescriptions appointments online online Yes Yes n/a Yes Yes Yes Would you like to offer patient access to the full records Yes Yes Yes Yes Yes Yes Yes Yes No Yes Yes Yes Yes No n/a Yes Yes Yes Yes Yes No Yes Yes n/a Yes No No Yes Yes Yes Yes Yes Yes Yes Yes Yes No No No Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes No Yes Yes Yes Yes Yes Yes Yes Yes Yes No Yes No Yes Yes Yes No Yes No Yes Yes No Yes Yes Yes Yes Yes Yes No No No Yes Yes Yes Yes Yes Yes Yes Yes Yes No Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes No Yes Yes Yes Yes Yes No No No Yes Yes Yes No No No No Yes No No No Yes Yes Yes Yes Yes Yes No Yes Yes Yes No Yes Yes Yes Yes Yes Yes Yes No Yes Yes Yes Yes Yes Yes Yes Yes Yes No No No Yes Yes Yes Yes No No Yes Yes Yes No No No Yes Yes Yes No No No Yes Yes Yes No No n/a Yes Yes n/a Yes yes No Yes Yes Yes No Yes No Yes Yes Yes No Yes No Yes Yes Yes No No No Yes Yes No Yes Yes No Yes Yes Yes No No No Yes Yes No No No No Yes Yes Yes GP practices in Tameside & Glossop CCG offering online services access currently (blank=not declared)

30 BBC News Monday 22 nd September Haughton Thornley Medical Centres Response on Facebook / Twitter 23 rd September