The challenge:
Nuneaton and Bedworth PCN wanted to migrate patients from an interim automated phone call-based repeat prescription and appointment booking system to the NHS App.
PCN Digital Transformation Lead, Brad Hough, and Digital Care Co-ordinator, Rebecca Cuttiford, identified the need to provide direct support to help some patients start using the app before the interim service closed.
The PCN was able to identify affected patients but sought help from Digital Champions to support patients in delivering practical, face-to-face sessions to guide patients through getting set up on the NHS App.
Our approach
- From the outset, we took a collaborative approach, ensuring we were working in partnership with the PCN team and individual practices, avoiding duplication while making the most of our combined skills and experience.
- We committed to attend three face-to-face sessions, with supporting materials to promote the sessions and help patients understand the NHS App and how it works.
- The PCN had already undertaken a successful digital inclusion project which helped inform the approach. When scoping the requirements with the PCN, we reviewed how to reduce the number of queries coming into reception, including:
- changing the recorded message played on the existing automated ordering system informing them about the planned change
- directing patients to a call menu option that would send them an automated SMS message with a link to download the NHS App
- sending a letter to affected patients using the free GovNotify service notifying them of the service changes and inviting them to register for the drop-in support sessions
- flagging patients on EMIS and giving reception and Clinical Pharmacists a script to encourage these patients to use the NHS App
- displaying a message about the service change on the waiting room screen
- The PCN team worked with Red Roofs Practice to organise the sessions and book over 60 patients into one-to-one support sessions with Digital Champions.
Outcomes
- Our team provided one-to-one support to over 60 patients over several sessions.
- We were able to guide patients through downloading and setting up the app and navigating them to the repeat medications screen.
- In some cases, we needed to work with patients to overcome technical issues to enable the app to be used. Where the patients’ device was unsuitable, we were able to show patients how to register and use the web version.
- The sessions have provided demonstrable outcomes with a 2.2% increase in NHS App usage for Red Roofs Surgery (P5 & P9 data – Okta), and a 1% increase for Nuneaton & Bedworth PCN as a whole.
“This is a great example of how working collaboratively and utilising the skillsets of Practice colleagues, the Digital Champions and PCN can ensure the smooth planning and delivery of an initiative, benefitting access for our patient population and the practice”.
PCN Digital Care Co-ordinator, Rebecca Cuttiford
