Field Site 64/RA Richard Ablett Julia Hather

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Field Site 64/RARichard AblettJulia Hather
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What was our original Plan?

• Introduce new IT systems to 1. Enable the 3
  practice computer systems to be linked
  together 2. To introduce and test new
  communication methods to patients
  3. To introduce online booking for primary to
  secondary care and for patient appointments

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What help did we receive?

• Modernising Agency - Peter Mercer
• South Tyneside PCT - Technical and software
  support.
• PracticeWorks - R4 system
• Other Field Sites

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Modernising Agency

• Help with data collection
• Funding for time taken out of surgery
• Troubleshooting !
• Sharing of information

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Our PCT

• Very enthusiastic support at all levels
• IT department helped with setting up network
• NHS license for Microsoft software
• Unable to give funding

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PracticeWorks

• Supply and installation of R4
• Installation of networking between practices
• Lots of technical support in first few months -
  this was the first implementation of R4 being
  used in this way
• Have not delivered yet on some of the
  functionality promised.

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What has happened?

• Text Messaging
• Email recalls
• Courtesy call
• Online booking between practices
• It skills in practice developed

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Benefits to Patients

• Ability to choose method of communication
• Easy access to all appointment books by ringing 1
  practice
• Access has improved for emergency slots
• Recalls have become more flexible

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Benefits to Practice

• Reduced DNA rates
• Improvements in booking procedures
• Sharing of records between practices
• Improved patient communication
• IT based communications faster and take up less
  staff time.

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What have we measured?

• Number of appointments booked on line between
  practices
• DNA rates and which method of communication has
  worked best
• 3rd available appointment times
• Patient questionnaires

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What Next?

• Moving to N3
• PCT are integrating our network to allow shared
  resources e.g. Home working Voice over
  IP communications Integration with hospital
  systems for referrals IT support

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What has not gone well?

• Time taken to introduce change
• Online patient booking still not introduced
• Initial resistance of patients to embrace new
  communication methods
• Lack of IT skills amongst staff.