Improve practice efficiency online which helps GP They believe this has patient All routine GP appointments are Practice Improve patient safety - processing prepare for the consultation safety implications. offered online (except Bookable of Population scripts and saves time. Registration and authentication of the Day). Urban surgery Expected: Repeat Ordering patients has workload Not live yet with repeat requesting • Approx. 4,700 Would like to be able to implications. via VOS. Plan is combine this with • patients, some Approach switch off web-site repeat Cost of annual VOS license. introduction of EPS2 and GP socio-economic January 2013 Practice enabled VOS order system. Practices Further guidance is required carrying out re-authorisation of depravation (Vision Online Services) for repeat processes approximately about when it is appropriate to repeats themselves. ordering and appointment booking for 400 scripts per week at a offer / withdraw parental access Lessons Audit data the first time. cost of approx. If 25% were to transactional services. Online Appointments take time to Data collected repeat requests have received via VOS this could gather pace. “Web-form” January 2013 been offered to patients for some deliver approx. £4,800 in Next steps time. During 2012 over 3,000 efficiencies. Switch on VOS repeats in April requests were received this way. Before offering online 2013 and switch off non-integrated Patients can use this service to appointments the practices service for ordering repeats request any medication was taking an average of 20 May consider offering online Patients must be over 18 to use telephone calls for appointments for booking transactional services. No parental / appointments per hour. telephone slots but would need to carer access is currently allowed. Reducing these calls by inform patients that there is no Promotion of service to patients via 25% could achieve guarantee of actual time of call. surgery web-site, posters in waiting efficiency savings of approx. Practice be willing to consider room. When repeat requests via VOS £6,000. pilot of test result viewing, if results go live note will be added to right hand Expected: Appointments could be released after GP has side script Reduce DNAs where viewed them. Currently the Practice protocol, consent forms and patients find it difficult to get practice receives 6-8 calls an hour leaflets have been adapted from through on telephone to for test results, therefore potential PARTS examples. cancel appointments. for substantial efficiency savings (Practice has approx. 4-6 for the practice, and better DNAs) per week. telephone access for all patients.
Practice Population • Urban surgery • Approx. 4,700 patients, some socio-economic depravation Audit data Data collected January 2013 Improve practice efficiency Improve patient safety - processing scripts Approach January 2013 Practice enabled VOS (Vision Online Services) for repeat ordering and appointment booking for the first time. “Web-form” repeat requests have been offered to patients for some time. During 2012 over 3,000 requests were received this way. Patients can use this service to request any medication Patients must be over 18 to use transactional services. No parental / carer access is currently allowed. Promotion of service to patients via surgery web-site, posters in waiting room. When repeat requests via VOS go live note will be added to right hand side script Practice protocol, consent forms and leaflets have been adapted from PARTS examples. online which helps GP prepare for the consultation and saves time. Expected: Repeat Ordering Would like to be able to switch off web-site repeat order system. Practices processes approximately 400 scripts per week at a cost of approx. If 25% were received via VOS this could deliver approx. £4,800 in efficiencies. Before offering online appointments the practices was taking an average of 20 telephone calls for appointments per hour. Reducing these calls by 25% could achieve efficiency savings of approx. £6,000. Expected: Appointments Reduce DNAs where patients find it difficult to get through on telephone to cancel appointments. (Practice has approx. 4-6 DNAs) per week. They believe this has patient safety implications. Registration and authentication of patients has workload implications. Cost of annual VOS license. Further guidance is required about when it is appropriate to offer / withdraw parental access to transactional services. All routine GP appointments are offered online (except Bookable of the Day). Not live yet with repeat requesting via VOS. Plan is combine this with introduction of EPS2 and GP carrying out re-authorisation of repeats themselves. Lessons Online Appointments take time to gather pace. Next steps Switch on VOS repeats in April 2013 and switch off non-integrated service for ordering repeats May consider offering online appointments for booking telephone slots but would need to inform patients that there is no guarantee of actual time of call. Practice be willing to consider pilot of test result viewing, if results could be released after GP has viewed them. Currently the practice receives 6-8 calls an hour for test results, therefore potential for substantial efficiency savings for the practice, and better telephone access for all patients.
PARTS%20Project%20Report%20Phase%201.docx