Now perhaps where this gets interesting is in comparison to the number of patients who are active users of 'on-line' transactions. Contrary to my previous publications and claims, it turns out we only have 272 active users out of a practice list of more than 9,000. This is despite ACTIVE encouragement, and offering leaflets about on-line access to all who newly register at the surgery, So:
- 3% of my practice list are enabled users of on-line service
- 7.7% of those registered for 'transactional services' have asked for full Records Access
Perhaps the figures are starting to make some sense?
If I had 25% of my surgery list registered for 'transactional services' then I could expect around 170 people asking for Records Access - if all the trends continue.
SO - priority of work at the surgery is to get as many people as possible registered for, and using, transactional services. RA may well follow-on naturally. This is likely to bring the most immediate benefit for patients in terms of convenience and 24 hour access to appointment booking and medication requesting, AND for the surgery in terms of efficiency and reducing front-desk and telephone contacts.
The other question to address is how difficult do patients find it to register for simple transactional services, let alone full records access. I wonder if the RCGP, BMA and System Suppliers can come up with ways to make this easier - and if the Information Governance review being led by Dame Fiona Caldicott will give any direction to remove barriers?
Peter S
I wonder whether a reluctance to access services online comes from a fear that somehow their requests won't be processed if they do it on line so the opt for the usual direct contact?
ReplyDeleteIt would be a shame - usually 'on-line' transactions are processed as quickly or quicker than by personal contact. The exception is the 'urgent' cases, where other contact methods are preferable, so perhaps we need to be explicit on the timescale for responses. Peter S
ReplyDeleteI wonder if it might be helpful to review again the demographics of those in the surgery who had the most to gain from online transactions including record access and seeing if the enticements are well enough matched to what they would find persuasive. If you are aiming for busy professionals who want to save time, the pitch might be different than for older people, people from ethnic minority groups, and some people with longterm conditions, who might want different things from online transations. Then there's the question of what groups' participation will give the surgery the biggest gains in terms of time and efficient ways to reach those with great needs. Just a thought.
ReplyDeleteAnd as we gain experience and maturity I agree we are likely to identify different drivers for different groups of patients. On a selfish basis as a small business under pressure, we have identified the priority target to extend simple transactional services, and this could become the springboard to greater interest in full record access. But some patients may be disappointed that the full record as currently presented is not particularly patient and self-care friendly - more work to be done there...
DeletePeter S