9 Quick Wins. Making the most of GP Online Services. March 2018

Transcription

1 9 Quick Wins Making the most of GP Online Services March 2018

2 Introduction Registering your patients for GP online services will relieve some of the pressure on your staff and help your patients take more control of their health care. This guide explains how GP Online Services can work better for you and offers you advice and support to do it. How to get more of your patients online Support for you and patients Why Getting more of your patients online will help you Resources for you

3 How Duke Street Surgery did it Duke Street Surgery is a GP Practice based in Barrow-in- Furness in Cumbria, with 9,000+ patients. At the end of 2016 only 3.5% of their patient population was registered for online services. They managed to increase their figures to 11% in one week by Using promotional materials in the reception area Asking all patients if they had registered Encouraging and supporting those who hadn t registered Giving online services training to all reception staff Attending a patient online workshop Making online services part of business as usual Having materials up around the reception area and waiting room helps to let patients know these services are available. Lots of people ask us about registering when they are waiting for their appointment. By July 2017 they had 28% of their patients signed-up. Dec % Jan % Jul %

4 9 quick wins Click on the icons for more information about each idea Introduction page Registering more patients for online services will help save time for your practice. Quick wins can include Set your reception staff a daily patient online sign-up target. Promote GP online services in all your new patient registration processes as an opt-out rather than opt-in. Ask your PPG to promote online services to patients. Include GP online services on your call waiting messages Send a text message to your patients asking them to register online or come into the practice with the necessary ID. Hold Patient Online launch and open days and sign people up there and then. Display GP online services posters, pull up banners, leaflets in your practice waiting area or outside Include prominent pointers to GP online services on your website and in newsletters, with sign-up forms. Include in practice letters inviting patients to routine screening, flu jabs and health checks.

5 Sign-up targets Back to 9 quick wins The reception team are the first point of contact for patients, so it is helpful for you to confidently offer the promotional material and information supporting Patient Online services at the reception desk. Sign-up for online services yourself and experience the benefits Set up a promotional display (click here) Learn easy ways to start a conversation with patients to introduce online services (click here) Click on the clips to find out how some reception teams feel about online services Listen to the clips (click here) on why patients like using online services, so you can explain what s in it for your patients Know what is in the information leaflets (click here) and have them ready to give out; it will save you having to explain lots about how it works Get competitive! Set your team a online services recruitment target and a prize for success Make a display

6 Call waiting messages Back to 9 quick wins When patients phone the practice for appointments and prescriptions, use call waiting messages to promote GP Online Services. This will encourage patients to sign-up and use them. As well as being convenient for patients, it will reduce the number of calls you receive. You don t have to wait on the phone. You can now book your doctor and nurse appointments online using your computer or an app on your phone or tablet. Ask reception about how to sign up. No need to wait on the phone. Did you know that you can order your repeat prescriptions online any time of day or night? Bring some ID with you next time you visit and ask reception to sign you up.

7 Make a display Back to 9 quick wins Messages and video clips are also available for Jayex boards and TV screens There are a wide range of FREE promotional materials and patient information guides available. Using these in strategic places, for example, next to the reception desk, on the consulting room doors and the doors leading into reception, encourages patients to ask about GP Online services. Banners which can be displayed outside your building and on railings are now available and can be ordered via the orderline Click here to order posters, banners and much more besides

8 New registrations Back to 9 quick wins The most effective time for signing patients up for GP Online Services is when they register with the practice. You are already taking their details, including checking their identity and introducing them to the practice and the services you offer. Incorporating the sign-up forms into this process saves both you and the patient time. The RCGP have developed an example registration form which can be tailored to any practice. Click here to download an example registration form

9 Text messages Back to 9 quick wins Text message campaigns, especially when you are reminding a patient to attend a routine check-up or their flu jab, is a cheap and efficient way of promoting GP Online Services while the patient is thinking about their health. Make sure that all your practice team is aware that the messages have been sent out, so they can follow them up with the patients when they next see them. Would you like to book appointments, order repeat prescriptions and access your medical records effortlessly online? Please contact us on <practice telephone number> or text back YES and we will arrange this. More examples are available in the communications toolkit. us at england.patient-online@nhs.net for a copy The is a basic example which can be adapted.

10 Websites Back to 9 quick wins Signpost GP Online Services on the front page Link to supplier page Use language patients will understand Mention as many times as possible Regularly check that the links are working, especially if the system has been updated

11 Newsletters Back to 9 quick wins Below is an article which you could include in your patient newsletter. It can be adapted and images can be added. Click here for images which can be added to your newsletter Did you know you can save yourselves time as well as relieving some of the pressure on practice staff by registering to use GP online services? Instead of phoning or visiting the surgery to book or cancel your appointments - or order repeat prescriptions and get your test results - you can now do it all online, and it s quick, easy and secure. You can also see your patient record. A carer, with your permission, may also do all or some of this on your behalf. Registering for online services is simple and FREE. All you need to do is: bring along a form of ID with you to the practice (driving licence/birth certificate etc) complete and sign a registration form and receive a unique username and password use your secure details to access online services Going online really does make a difference. It not only saves you and the practice time, but will help you to take more control of your health care. Patients who have registered to use online services are already seeing the benefits which include: saving time when booking appointments and prescriptions feeling more empowered due to easier and convenient access being more informed about their care and better prepared when they see their GP, practice nurses and attend clinics having 24 hours access to GP services from app, website, smartphone or computer Registering online doesn t mean you can t see your GP, practice nurse or attend a clinic. It just gives you quicker and easier access to practice services whenever you re online and wherever you may be. Ask your GP receptionist about registering for online services next time you re in the practice, and we ll support you in getting started.

12 Engage your PPG Back to 9 quick wins Your Patient Participation Group (PPG) can play an important role in explaining to other patients what GP online services are, how they can benefit them and getting them started. Here are our top tips for getting your PPG involved. Talk to your PPG group and explain why you need and want to increase the number of patients who are registered for GP online service. Invite all members of the PPG to register for GP online services (if they haven t already). Ask them to attend a free 1 hour PPG webinar. Ask the group to host sessions in the patient waiting area, where they can talk to patients about GP online services. Hold a watch and learn session, where PPG members can learn about how to use the different services and discuss why they think that the services are useful and how they can help specific groups of patients such as new parents, older people, carers, students and people with long-term conditions. Ask the group to write about GP Online Services on a regular basis in their newsletters, s or social media. Contact us if you need support. NAPP (National Association of Patient Participation) has produced this short guide to support patients and practices to get the most out of GP online services. Click on the picture to download a copy. Click here to find out about FREE PPG webinars

13 Hold an open day Once you have made your display, consider having launch or open days when your team, whether it is staff or members of your PPG, are available to explain about and sign patients up to online services. The banners and posters will draw patients attention to them, then the team can explain further and encourage them to sign-up The reception team could ask patients when they check-in whether they know about online services and then direct them to a member of the team if they don t. Have staff on hand to talk patients through the online sign-up process while they are there Some practices help patients download the apps onto their phone/tablet, get them logged in and show them how to work it. Back to 9 quick wins Use the new GP Online Services PVC banners on railings or walls outside the practice to let patients know about registering for online support. Make a display Engage your PPG Click here to order posters, banners and much more besides

14 Practice letters Back to 9 quick wins Many letters are still sent to patients, for example, inviting them to routine check-ups, such as Flu vaccinations Annual blood tests Cervical screening Health checks Adapt your letter templates to include a short paragraph, promoting booking appointments and ordering repeat prescriptions online and include instructions to bring ID next time they come into the practice and ask to sign-up for GP Online Services. (see example). You can also encourage exiting users to book their appointment online. If you have space you can always include a GP Online Services image, they are available in black and white as well as colour. Example text Have you considered signing up for GP online services? You will be able to book appointments, order repeat prescriptions and see your patient record without having to phone or visit the surgery saving you and our practice staff time. It s quick, easy and secure and one of our team will talk you through how to set it up on your computer, tablet or phone.

15 Why over 11 million people currently use GP Online Services Introduction page Order repeat prescriptions Patients are more involved and have more control over their healthcare Book appointments Check test results A patients carer can also have access and help them with their care Patients can only order what has been prescribed to them and they cannot over order Saves time and money View their record Many patients with disabilities find using online services easier and more convenient than calling or visiting the practice Patients have greater control and understanding of their medicines Available 24/7 to book and order when they need to and not just when the practice is open

16 Patients who go online feel empowered Introduction page Ingrid, who is in her 70s, began using online services as soon as it became available and says The best thing about having access to my information online is that I don t have to ask anybody anything I can find it out for myself and I m fully engaged with the management of my own health and can work in partnership with my doctor. Click on the picture to hear what Ingrid says

17 Hear what other patients are saying Introduction page In these short YouTube videos, patients explain how GP online services help them to manage their health. Click on the clip to view each video All these videos and others are available on the Patient Online YouTube playlist and the NHS Choices website Click here for the YouTube playlist

18 Benefits GP practices Introduction page GP online services allow users to access a range of services via computer, tablet or mobile phones. Practices that have more patients registered online: Reduce waste by encouraging patients to avoid stock-piling medicine and to only order the medications that they really need Receive fewer phone calls, saving them time that can be spent on providing more responsive services to those patients who cannot or do not wish to use online services Improve patient satisfaction by providing a more convenient and seamless way to order repeat prescriptions 24/7 at a time that suits them Have patients who who become become more more capable, self-sufficient and less reliant on capable, self-sufficient and less reliant on the the practice staff to process their prescription practice staff to orders. process They their will prescription also develop a orders. greater They understanding will also develop of their a greater medications understanding of their medications Provide a safer service for both themselves and their patients. Online requests avoid potential confusion, transcription and medication issue errors that can happen via a phone call

19 What other GPs are saying Click on the clip to view each video Introduction page Dr Tim Caroe of the Lighthouse Practice in Eastbourne Dr Stephen Hastings of a South Manchester practice group It s useful for us to have patients being able to look and find out what s going on with their care. So it s not just us telling them what s going on but instead we can share the care with them. Patients using GP online services has revolutionised our practice. If you can stop the phones from ringing, even for a minute, by shifting work online, that has to be a good thing.

20 Support for you and patients Introduction page Starting a conversation with patients Patient leaflets and guides Supporting patients with accessibility needs Extra online support for patients

21 Starting a conversation with patients Starting a conversation and encouraging patients to sign-up to online services can be difficult. If you understand what the benefits are for you and your patients it can make it easier. Below are some ideas for starting a conversation. Do you use the internet? You can use online services via our website its so quick, easy and secure. Do you use a smart phone or tablet? You can use online services via an app its so quick and easy. Would you like to book your appointments online? You can do it any time even when the surgery is closed. Did you know you can get your test results online? You will be able to see them as soon as they are available. Would you like to order your repeat prescriptions online? It will save you having to pop into the surgery to do it. Have you thought about using online services? You might find them very convenient Did you know you can find out online which immunisations you ve had? Would it be helpful for you, if your carer could order your repeat prescriptions online for you? Do you know that you can use online services for your children? And book appointments and order prescriptions for them too.

22 Patient leaflets and guides There are range of leaflets to explain GP online services to patients. There are three types of leaflets available Plain English Easy read Accessibility needs guides Materials and templates can be Downloaded and tailored with your own local information Viewed by patients on the NHS Choices website Ordered free from the NHS orderline Please click here, for more information on the full range of resources available

23 Supporting patients with accessibility needs Easy Read Patients with additional access needs can particularly benefit from using online services. All our patient information leaflets are available in Easy Read which help people who do not read well including those whose first language is not English or they have a learning disability. Accessibility needs Patients with additional access needs can particularly benefit from using online services. All our patient information leaflets are available in Easy Read. We have produced some accessibility needs guides along with their charities, which give you insight into the needs of patients with some conditions. Hugh is blind and found that online services had a major impact on how he accessed his healthcare and gave him his independence back. Click on the clip to hear what Hugh says

24 Extra online support for patients Some patients may not be as comfortable using online services as others and will need your support Have practice staff available to help Have your GP practice staff available to talk patients through the signing-up process Appoint a staff champion to help patients set up online accounts while in the surgery Use your website to give information about how patients can reset their passwords links to you supplier s help pages GP Online Services patient guidance

25 Help for those who need support going online There are a lot of places where people can learn how to use the internet. Many are provided by local authorities, colleges and charities. A good place to start is the local library, but there are many other places to learn for free, such as: UK online centres which help people learn how to use the internet and manage their health online. For more information and to find your nearest local venue, please go to Age UK helps older people get online. For more information and to find your local Age UK centre please go to or call the Age UK advice line on Good Things Foundation in partnership with NHS Digital is running a programme to ensure people have the skills they need to access relevant health information and health services online.

26 Resources for you Introduction page Webinars for PPG members Ordering FREE materials Images and graphics FREE downloads Practice checklist More guides and contact us

27 Webinars for PPG members Back to resources for you Patients respond well to other patients explaining about GP Online Services to them, especially if that person can help them get up and running. Many practices have enlisted help from their PPG and asked them to run sessions, during surgery times, for their other patients. The Patient Online Team is running monthly webinars for PPGs. They are free to attend, last between 60 and 90 minutes, and encourage questions and answers throughout. Each webinar covers the following topics What GP Online Services are What the benefits are for patients What the benefits are for practices and practice staff How PPGs can help to promote GP Online Services to patients Tips and ideas on promoting GP Online Services uptake amongst patients and public, and how to access the promotional resources. Computer literacy Data security Further support and linking with other PPGs via KnowledgeHub Click here to book onto a PPG webinar contact us at england.patient-online@nhs.net Help on how to sign in and use the webinar technology is provided

28 Ordering your materials Back to resources for you Posters Pull-up banners Patient guides Appointment cards Postcards Leaflet dispensers Balloons Badges Bunting Click here to order FREE at

29 Images and graphics Back to resources for you Images or videos have a higher level of impact and engagement as they are more eye catching. All GP Online Services images are available to download and include in your own information, whether this is website, newsletter or social media. Digital Icons Infographics stats, figures and interesting facts Click here to download digital icons Click here to download infographics scroll down to the digital materials section

30 Practice checklist Back to resources for you Practice housekeeping and training Online Services documents in place (e.g. practice policy, patient registration forms) Staff trained on online services - RCGP e-learning support and resources guide Staff /Patient Champion appointed. (The champion would take the lead for online services work) Reviewed the no. of appointments released online. Current % available online Can the number and/or range of appointments be increased? Reduce/cease repeat prescription order line Patients encouraged by GP during consultation Patients encouraged by Reception Staff (face to face/over the phone at every opportunity) Patients encouraged by Nurses/during clinics (District Nurses promoting to housebound patients) Patient specific promotions Identified patients who have access issues (visually impaired, physically disabled etc) to promote online access (and EPS) to them Identified patients who are taking regular medication and still visiting the surgery/ ing to order. In-practice promotion Posters displayed in the practice Online services registration form included in new-patient packs Advertised on repeat prescription forms and test result print outs Advertised on answerphone Advertised on check-in screen/waiting room facilitator Advertised on practice website (add Google translate plugin to website) Advertised on Social media Twitter/Facebook Promote online services through local chemists Patient communication Patients informed by Patients informed by leaflet Patients informed by SMS Patients informed by newsletter GP Online Services specific sessions PPG involvement (PPG has been consulted with online services & feedback actioned/discussed) Online service - practice launch day / run sign up sessions in the practice to help patients sign up Target sessions with patient group (e.g. asthma, diabetes, flu clinic etc).

31 More guides and contact us Back to resources for you For any queries, support or guides, please contact us at Websites Support and resource guides General practice Communications toolkit How other practices have implemented Social media GP online Free promotional materials and patient guides

32 9 Quick Wins Making the most of GP Online Services Date issued 25 April 2018 Version 1.0 Status Full release Publications gateway reference crown copyright, 2018