Appendices Demonstrator GP sites case studies The Practice Approach Benefits Barriers Conclusion Practice A1 Transactional Services Existing Implementation – – System Objectives Actual System issues. Many queries Lessons InPS Vision (LAN) Reduce time spent on telephone for So far benefits have not from patients due to password Need to check patients ID on • patients / staff. outweighed costs / effort of problems and log in failures (at registration for VOS and hand Practice Improve communication between deployment. least 2 per week), putting people credentials to applicant in person. Population patients and practice Limited benefits from online off from using the service. System should have been robust Approx. 4600 appointments only 48 578 patients have signed up for before implementation • patients Services offered booked / 13 cancelled in last VOS, but only 42% are active There should have been a national Higher than Online appointments since June 2011. 6 months = approx. £82 users. approach with guideline. • average number 10% of GP routine appointments are efficiency savings p.a. Patients using existing repeat Active promoting is essential of retired bookable on line. Web-site service for online order service on web. Next steps Affluent area Online repeats December 2012, repeats has improved Patients say there are not Release more appointments online • Broadband using in parallel with web based practice efficiency and enough appointments available for period • readily available facility for repeat orders. patient satisfaction 1,000 online. Promote VOS in articles, website, – in the area Promotion. Services advertised on requests every month. Patients often book the wrong dispensary bags repeat scripts & practice website. Too early to comment on doctor when using online Audit data No parental access. Patients can use VOS repeats. appointments Data collected online services from age 16. 4 online VOS repeats in last Practice can’t use online booking January 2013 month. for appointments as duration Expected depends on the nature of the In future online access to the consultation. record improve data InPS Helpdesk lacked quality. understanding of VOS. Tips re practice setup had not been shared with practice. . Practice A2 - Transactional Services Existing Implementation –
Appendices Demonstrator GP sites case studies The Practice Approach Benefits Barriers Conclusion Practice A1 – Transactional Services – Existing Implementation System InPS Vision (LAN) Practice Population • Approx. 4600 patients • Higher than average number of retired • Affluent area • Broadband readily available in the area Audit data Data collected January 2013 Objectives Reduce time spent on telephone for patients / staff. Improve communication between patients and practice Services offered Online appointments since June 2011. 10% of GP routine appointments are bookable on line. Online repeats December 2012, using in parallel with web based facility for repeat orders. Promotion. Services advertised on repeat scripts & practice website. No parental access. Patients can use online services from age 16. Actual So far benefits have not outweighed costs / effort of deployment. Limited benefits from online appointments only 48 booked / 13 cancelled in last 6 months = approx. £82 efficiency savings p.a. Web-site service for online repeats has improved practice efficiency and patient satisfaction – 1,000 requests every month. Too early to comment on VOS repeats. 4 online VOS repeats in last month. Expected In future online access to the record improve data quality. System issues. Many queries from patients due to password problems and log in failures (at least 2 per week), putting people off from using the service. 578 patients have signed up for VOS, but only 42% are active users. Patients using existing repeat order service on web. Patients say there are not enough appointments available online. Patients often book the wrong doctor when using online appointments Practice can’t use online booking for appointments as duration depends on the nature of the consultation. InPS Helpdesk lacked understanding of VOS. Tips re practice setup had not been shared with practice. . Lessons • Need to check patients ID on registration for VOS and hand credentials to applicant in person. System should have been robust before implementation There should have been a national approach with guideline. Active promoting is essential Next steps Release more appointments online for period Promote VOS in articles, website, dispensary bags Practice A2 - Transactional Services – Existing Implementation
PARTS%20Project%20Report%20Phase%201.docx