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S129 - Day 1 - 1045 - How NHS IT systems can improve the patient's experience and the organisation's effectiveness
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S129 - Day 1 - 1045 - How NHS IT systems can improve the patient's experience and the organisation's effectiveness

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Health and Care Innovation Expo 2014, Pop-up University …

Health and Care Innovation Expo 2014, Pop-up University

S129 - Day 1 - 1045 - How NHS IT systems can improve the patient's experience and the organisation's effectiveness

Sue Allan
Siobhan Murphy
Dr Emyr Wyn Jones

#Expo14NHS

Published in: Health & Medicine

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  • 1. NHS e-Referral Service How NHS IT systems can improve the patient’s experience and the organisation’s effectiveness Sue Allan, Business Change Programme Manager making paperless referrals a reality
  • 2. The challenge ?They can They do The proof To demonstrate how NHS IT systems can improve the patient’s experience and the organisation’s effectiveness
  • 3. Paper vs Electronic 3 • Date Stamp • Register Patient on PAS • Batch & Distribute Clerk • Receive • Pass to Consultant Secretary • Review • Accept Clinician • Batch and Send back to Appointments Secretary • Prep Letter to Patient • Post Letter Clerk • Receive Letter • Call Hospital Patient • Agree Appointment with Patient • Book Appointment on PAS Clerk • Attends Appointment Patient • Log on to System • Review Referral • Accept Clinician • Attends Appointment Patient Paper Referral Process Electronic Referral Process Introduction
  • 4. The proof Case studies from early users Financial Benefits Calculator
  • 5. The proof Outpatient Pathway Modelling Tool • Tim Kelsey request for tool to demonstrate benefits • Developed in-house by Choose and Book team – Initially late 2012 – simple model – Verified by users – Flexible enough for all pathway options – Evolved into effective tool for all provider organisations • Taken up by NAO and used as part of their census into trusts’ management of elective waiting times
  • 6. The proof Outpatient Pathway Modelling Tool
  • 7. The proof Total Savings (millions) Difference between current processing costs and cost of processing all referrals through Choose and Book best practice. £19.9 Savings from reducing the number of patients failing to attend appointments. £27.9 Savings from ensuring all appointments are available to be booked via Choose and Book. £2.5 Savings from patients rebooking their own appointments instead of trusts. £0.3 Total £50.5 The NHS could save over £50.5 million a year if they fully utilised Choose and Book Figure Source: NAO Analysis
  • 8. Benefits Patients • Improved patient confidence and certainty • Improved patient choice • Reduced waiting time for first appointment, and a reduction in the overall treatment time Referrers • Improved confidence in the referral process • Improved referral management • Improved patient safety Providers • Effective and consistent referral and patient management • Reduced administrative overheads • Improved patient safety • Improved integration with hospital clinical systems Commissioners • Improved reporting and management information • Improved referral management • More effective and efficient commissioning
  • 9. Patients • Not aware of their rights • Not empowered • Confused by local processes Referrers • Can’t find services • No appointments available • Can’t see benefits • Poor training Providers • System compliance issues • Fear of putting patients in control • Poor training Commissioners • Not aware of wealth of information to help support their role • Not aware of contract requirements Challenges
  • 10. Choose and Book today • National utilisation c 53% • > 50 million patient referrals booked through Choose and Book • Varied use around the country 1% - 100% • Currently developing new service with new supplier • Extensive stakeholder engagement • Building system for patients and professional users based on their feedback and suggestions
  • 11. What we have heard so far • A more intuitive system with a modern look and feel that will support the seamless transfer of referral information from GP clinical systems into provider systems. Integration and Usability • Enhanced Advice and Guidance functionality and Clinical Request Templates supporting clinical decisions. Commissioners driven Referral Assessment Services. Referral Management Support • Consultants able to make tertiary and onward referrals and commissioners being able to assign referrer rights to groups of clinicians and practitioners. Any to Any • Ability to link appointments in a care pathway to ensure all take place in a pre-determined order. Linked Appointments
  • 12. What we have heard so far • Patients able to choose and book their own follow-up appointments electronically along with alert/reminder advising them when to book.. Follow-up Appointments • Commissioning organisations able to determine services that are appropriate to accept self referrals from patients. Patients able to refer themselves into services. Self Referrals • A rich reporting function that provides easy access to referral and booking data in meaningful formats.Reporting • Use of modern technology - mobile phone Apps, e-mails, text reminders etc, to support different ways of communicating appointment-related information to patients and system alerts to professional users. Electronic Communication
  • 13. Why wouldn’t you? The future…….
  • 14. They do…… ’ “If the Choose and Book system is used correctly it is the safest, most effective way of referring patients” – Karl Graham GP Referral letters are generated immediately and accurately by the clinician which is much more efficient compared to the old „dictate, type and review‟ paper process. Since we have adopted this approach we no longer required a secretary saving us £15,000 per year” Dr Savio Gaspar, Senior GP Partner “If every GP in our CCG reduced the number of new outpatient referrals by one per week through using Advice and Guidance or ordering appropriate investigations prior to referral, the savings would be considerable, approaching one million pounds per year” Dr Savio Gaspar, Senior GP Partner “I have so much positive feedback from patients it would be difficult to single out a few cases.” – Haringey GP
  • 15. Help shape the future……. To get involved or find out more please visit www.hscic.gov.uk/ers To sign up to receive regular bulletin go to www.systems.hscic.gov.uk/ers/signup Thank you