UKTI Barcelona Technology for Health Workshop Patient access systems, or ....  “Are you being served?” Mike Unger Mikkom L...
Intro to Mikkom <ul><li>UK-based, expanding internationally </li></ul><ul><li>Small company, only two customers </li></ul>...
Key NHS Issues – (or our understanding anyway!) <ul><li>Save costs </li></ul><ul><li>Increase patient capacity (and decrea...
Patient self service - eTriage <ul><li>NHS – in UK patients can only self-refer in two areas </li></ul><ul><ul><li>Acciden...
Walk-in services <ul><li>“ Fudging the rules” – always meet target 100% - however, there are side effects ..... </li></ul>...
VQS Benefits <ul><li>For the clinic </li></ul><ul><ul><li>Taken the “guesswork” out of providing walk-in services </li></u...
Technology drivers <ul><li>LCD – Lowest Common Denominator – make systems USABLE – e.g. text messages  </li></ul><ul><ul><...
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Mike Unger MikkomLtd

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III Edició "The British Experience in Technologies for Health". Hospital de Sant Pau, Barcelona. 9 de novembre de 2011. Esdeveniment organitzat per la Fundació TICSalut i el Departament de Comerç i Inversions del Consolat General Britànic a Barcelona, UK Trade & Investment, per posar en contacte oportunitats i coneixements entre el Regne Unit i Catalunya.

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Mike Unger MikkomLtd

  1. 1. UKTI Barcelona Technology for Health Workshop Patient access systems, or .... “Are you being served?” Mike Unger Mikkom Ltd [email_address]
  2. 2. Intro to Mikkom <ul><li>UK-based, expanding internationally </li></ul><ul><li>Small company, only two customers </li></ul><ul><ul><li>UK National Health Service (NHS) and UK Ministry of Defence (MoD) </li></ul></ul><ul><li>Provider to NHS since 2003 </li></ul><ul><ul><li>All systems jointly developed with UK hospitals </li></ul></ul><ul><li>Background in mobile comms </li></ul>
  3. 3. Key NHS Issues – (or our understanding anyway!) <ul><li>Save costs </li></ul><ul><li>Increase patient capacity (and decrease patient losses) </li></ul><ul><li>Improve efficiency and improve your processes (more “paper light”) </li></ul><ul><li>Enhance the patient experience </li></ul><ul><li>Maximise the impact on bottom-line </li></ul>
  4. 4. Patient self service - eTriage <ul><li>NHS – in UK patients can only self-refer in two areas </li></ul><ul><ul><li>Accident & Emergency </li></ul></ul><ul><ul><li>Sexual health – at epidemic proportions in UK </li></ul></ul><ul><li>Originally designed to help the hospital NOT the patient – but they benefit too! </li></ul><ul><ul><li>Meet government targets </li></ul></ul><ul><ul><li>Prioritise resources against most needy </li></ul></ul><ul><li>Booked appointment versus “walk-in” service </li></ul><ul><ul><li>www.sexualhealthcambs.nhs.uk </li></ul></ul><ul><ul><li>http://etdemo.mikkom.eu </li></ul></ul>
  5. 5. Walk-in services <ul><li>“ Fudging the rules” – always meet target 100% - however, there are side effects ..... </li></ul><ul><ul><li>Pressure on reception staff </li></ul></ul><ul><ul><li>Increased costs in different areas </li></ul></ul><ul><ul><li>“ How lucky do you feel?” patients </li></ul></ul><ul><ul><li>..... There had to be a better way </li></ul></ul><ul><li>VQS – Virtual Queuing System – 24/7 queue management </li></ul>
  6. 6. VQS Benefits <ul><li>For the clinic </li></ul><ul><ul><li>Taken the “guesswork” out of providing walk-in services </li></ul></ul><ul><ul><li>Real-time control of resources </li></ul></ul><ul><ul><li>Faster patient throughput </li></ul></ul><ul><ul><li>Reduced staff stress and increased staff efficiency – “The phones stopped ringing!” (Barts Hospital, London, Head of Reception) </li></ul></ul><ul><ul><li>Enhanced patient experience (e.g. 24/7 access to services) </li></ul></ul><ul><ul><li>Standardised baseline GUM prioritisation according to NHS standards </li></ul></ul><ul><ul><li>Decreased time on phones for clinicians (no “Phone-tag” in clinics) </li></ul></ul><ul><ul><li>No unnecessary admin / wasted staff time </li></ul></ul><ul><ul><li>Temp-staff savings </li></ul></ul><ul><li>For the patient </li></ul><ul><ul><li>No more “do I feel lucky” </li></ul></ul><ul><ul><li>Preferred method of contact with STD clinic </li></ul></ul>
  7. 7. Technology drivers <ul><li>LCD – Lowest Common Denominator – make systems USABLE – e.g. text messages </li></ul><ul><ul><ul><li>– > fast, efficient and AUDITABLE </li></ul></ul></ul><ul><li>Move towards </li></ul><ul><ul><li>Kiosks – self-service is better </li></ul></ul><ul><ul><ul><li>St Mary’s Kiosks – http://kioskdemo.mikkom.eu </li></ul></ul></ul><ul><ul><li>Facebook </li></ul></ul><ul><ul><li>Smartphone app’s </li></ul></ul><ul><ul><li>Instant messaging </li></ul></ul><ul><ul><li>Next Gen ??? </li></ul></ul>
  8. 8. Questions?
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