Patient Online Programme Dr Phil Koczan Digital Clinical Champion - London

Towards a digital revolution Online access has transformed many industries, including: music, retail, travel and banking Online access has transformed many industries, including: music, retail, travel and banking

What is Patient Online? GP Appointments Online Repeat Prescriptions Online View Your GP Records Online Patient Online will empower patients to take greater control of their health and wellbeing by increasing online access to services

What are the benefits? Time saving in phone calls and car journeys Improved access and convenience Improved communication with the practice Increased patient safety, reduction in errors and duplications Improved health knowledge and health literacy Improved patient experience and control of their care Administrative time savings on repeat prescription Receptionist time release on appointment booking Fewer missed appointments Increased patient safety, reduction in errors and duplications Improved communication with the patient Improved patient satisfaction PATIENTS GENERAL PRACTICES

GMS/PMS contract PATIENTS online booking of appointments online cancelation of appointments online ordering of repeat prescriptions online access to summary information within patient records (allergies, medications, adverse reactions) And promote these services to patients Possible for practices to offer online access to test results, letters and consultation notes and more. Full details of the 2014/15 GMS contract Full details of the 2014/15 PMS contract To meet the Patient Online requirements by March 2015 practices must offer:

What we have learnt so far… Empowering patients Delivering transparency Integrating and personalising Supporting better patient / clinician decisions

Governance: how we are managed

Patient Online – building each layer Access to summary of information Access to coded data in GP record Appointments and prescriptions Support and guidance required – evidence and case studies Guidance and support Simple guide and support OFFER TO PATIENTS SUPPORT & RESOURCES GMS/PMS Contract 2015/2016 GMS/PMS Contract 2014/2015 Enhanced Service 2013/2014

Hitting the headlines

Overcoming challenges Security and confidentiality Helping patients to understand how to use their records Issues relating to agreement, consent and protection Equality issues Adequate resourcing

Patients will see my spelling mistakes It will create more consultations This is going to cause me more work Patients will look at test results and will contact me more GP concerns I am no longer in charge I am uncomfortable with this Do I need to quality check my records?

Comments from existing patients online “As a man, it is less embarrassing! It can be easier to ask questions online than face to face”. “Don’t have to use a PC, can book appointments and view my test results on my iPad or iPhone”. “No more calling GP’s at 8.30 am for appointments”. “Online services will free-up clinicians and patients time”.

Comments from existing patients online “I can receive much quicker, more efficient care”. It's really helpful to be able to remind yourself what was said to you by your GP”. “Easier for me to keep track of my medication”. “I want the face to face contact. It could be Skype!” “I'm impressed how quickly my blood tests are on there”. “It is good to have the choice”.

Resources – Patient Online support and resources The guide can be accessed on the NHS England websiteNHS England website

Resources – Patient Online support and resources The guide can be accessed on the NHS England websiteNHS England website

Resources – Patient Online support and resources

Resources – RGCP guidance and training PATIENTS Guidance example forms and checklists Identity verification This guidance and other supporting materials can be found on the RCGP websiteguidance and other supporting materials Getting started with record access Coercion Proxy access

RGCP Toolkit – Resources under development Getting started with Repeat prescriptions Encouraging patient take-up Patient consent and responsibilities Information governance Identity verification Coercion Proxy access (including carers and other professionals) Children Getting started with online appointments Guidance eLearning courses Practical usefulness of online access for GPs General overview and benefits

Resources - Patient Online Community Community for Network with Access to anyone interested in online services in primary care other CCGs, CSUs, practice managers, GPs, patients resources, case studies, toolkits To register

Support: where are we based North Midlands and East South London North Fiona McDonald Rose Curry Taz Aldawoud Kay Renwick Pam Jenkins Richard Ince Digital Clinical ChampionsImplementation Leads Midlands and East Digital clinical championsImplementation leads Adam Paxton Chris Frith Clive Prince Damian Williams John Bird Richard Ince Ruth Adekoya Digital Clinical ChampionsImplementation Leads South Digital clinical championsImplementation leads Amir Mehrkar Angela Reed-Fox Jacky Ormston James Hempsted John Bird Digital Clinical ChampionsImplementation Leads London Digital clinical championsImplementation leads Phil Koczan Jacky Ormston James Hempsted Digital clinical championsImplementation leads Contact details available in Patient Online Guidance and SupportPatient Online Guidance and Support

Accelerator sites and Patient Online: working together Patient Online programme is working with 24 active sites that wish to: Participate in benefit studies Share learning/good practice examples Engage with PPGs Offer more than summary information Review and test RCGP materials

Case studies Booking appointments and ordering repeat prescriptions – a patient’s view Providing patients with online access to their record – a patient’s view University Health Centre Providing patients with online access to their record – a practice manager’s view Cropredy Surgery, Banbury, Oxfordshire

Case studies Online record access – a GP’s view Melrose Surgery, Reading Booking GP and nurse appointments online – a practice manager’s view Melrose Surgery, Reading The guide can be accessed on the NHS England websiteNHS England website

Accelerator examples Offering RA since 2010 Patients given full record access on request after the record has been verified by the GP Uses following methods to promote online services: waiting room TV, practice website, prescription notes, newsletters, business card for blood test patients. Offering RA for over seven years 100% nurse and non urgent appointments available online Benefits most patients especially those with long term or chronic conditions Greater Huddersfield CCG Cropredy Surgery, Banbury Melrose Surgery, Reading 10 practices took part in a record access (RA) pilot in 2013 Mixture of EMIS Web and TPP practices CCG is offering extra incentives for practices to sign patients up to access their records.

Accelerator examples Sternhall Lane practice in Peckham, South East London switched on Record Access in July 2014 In addition to summary information: patients can now view their immunisation details online. Practice is running a promotional campaign in the surgery to promote record access. Whitechapel Health Centre, East London switched on Record Access in August 2014 In addition to summary information: patients can now view their test results online.

Accelerator site locations

What we are doing StakeholdersPractices PatientsSuppliers

GMS contract changes 2015/16 – NHS Employers Commitment to expand and improve the provision of online services Online access to coded information Improved offer of online booking Summary of the GMS contract changes 2015/16Summary of the GMS contract changes 2015/16 (NHS Employers)

Phil Koczan Digital Clinical Champion – Patient Online programme Patient Online Website: To register for the Patient Online Community please Patient Online Community:

99% of General Practices have the capability to allow patients to book or cancel appointments online. 85% of patients are registered with general practices that offer the ability to book or cancel appointments online. Key statistics – Q1 2014/15 Source: HSCIC

99% of General Practices have the capability to allow patients to view or order repeat prescriptions online. 78% of patients are registered with general practices that offer the ability to view or order repeat prescriptions online. Key statistics – Q1 2014/15 Source: HSCIC

77% of General Practices have the capability to allow patients to view their medical record online. 5% of patients are registered with general practices that offer the ability to view their medical records online. Key statistics – Q1 2014/15 Source: HSCIC

Booking or Cancelling Appointments Online Q1 2014/15 Source: HSCIC Functionality available Service offered

Ordering Repeat Prescriptions Online Q1 2014/15 Source: HSCIC Functionality available Service offered

Viewing Medical Records Online Q1 2014/15 Source: HSCIC Functionality available Service offered

Functionality Profiles – Booking and Cancelling Appointments Online Percentage of GP Practices – London Available and enabled Available but NOT enabled Not available or enabled Unknown This graph shows the where functionality is:

Functionality Profiles – Viewing Medical Records Online Percentage of GP Practices – London Available and enabled Available but NOT enabled Not available or enabled Unknown This graph shows the where functionality is:

Available Resources Reports Websites Videos Posters FAQs Information Leaflets Case Studies System Guides Patient Online Community North of England (NOE) Patient Access Toolkit myRecord Project Learning from Accelerator Sites PARTS (Patient Access to Records and Transaction Services) RCGP Enabling Patients to access electronic health records