Representing patients and their families in the transformation of primary care

In memory of Margaret Rickson, voted NHS Top 50 Innovator 2013

http://tinyurl.com/pdng5kk

Ingrid BrindleChair of

Thornley House Patient Participation Group@IngridBrindle

Dr Amir HannanGeneral Practitioner,

Haughton Thornley Medical CentresLong Term Conditions lead,

IM & T lead and Patient Engagement / empowerment lead,

Tameside & Glossop CCG@amirhannan

amir.hannan@nhs.netwww.htmc.co.uk

Realising the potential of primary care

I am not just a patient ………

(after

(after A. C. Grayling, 2006)

I am a mother, sister,

partner, friend, learner,

educator, humanist, carer,

supporter, cook, designer …

We are not just “families”……….

(after

(after Brindle after A. C. Grayling, 2014)

We are nurses, engineers,

judges, cleaners, waste

disposal operatives, rocket

scientists, brain surgeons,

care workers car salespeople,

children, comedians, cooks….

Our health – our lifetime’s work!

Our most important project

Most of it done

“Home Alone!”

Click here to access your

medical records

Click here to learn more about what you can do when you access your

records

Click here to sign up for access to your records

Click here if you have forgotten your passwords and need to rest them again

www.htmc.co.uk

Click here to view

your medical record

Click here to see more information

about the problems you

suffer with

Click here to see your medications

You can learn more about the

conditions you suffer with by clicking here

Please remember to look at the

practice website www.htmc.co.ukfor information specific to the

practice and other trusted

information too

See cholesterol result

See result, what the normal range is

(not always accurate) and a

graphical display to show if in the

normal range or not as well as

whether normal / abnormal

Please note further information about test results is available on the practice website www.htmc.co.uk

In particular, you may find Lab Tests Online useful and of course the advice your doctor or nurse may have given you too. If you are not sure then please book an appointment with your doctor or nurse who may provide you with more information

Click here to see letters

Click here to see an example

letter

You can see letters that have been sent by the surgery as well as letters that come from clinics you may attended in the community or from the hospital, results of tests such as scans, biopsy results.

Click on details to see the contents of the

consultation

You can see comments added by admin staff

You can see if a doctor has acted on information but not contacted you directly – usually a reminder for the doctor when they do contact you or allows you to know why something has happened

Encompass documents are Instant Medical

History questionnaires which allow you to

complete a questionnaire about certain symptoms

such as cough, abdominal pain or rash before you

see the clinician. We hope to expand its use across the practice to enhance the care you receive and

save you time too!

Click on immunisations

Click on allergies

App available for iPhone and Android smartphones

Search for “Patient Access”

Order prescriptions and send secure messages and see

Replies via your smartphone app

Book an appointment at your convenience

View Your Medical Record

You can also check your address, change your password, update security questions and update your mobile and email address

Medical Record Viewer on your smartphone (iPhone / Android)

Please remember to also see www.htmc.co.uk to see relevant personalised practice-based information

Test Patient Record

User ID: 96320007399Password: HAUGTON1

App available for iPhone & Android

Search for “Patient Access”

SystmOneApp for

iPhone / Android

Why so little progress with the

empowerment of patients?

What is needed is for all the patient

information to be ‘joined up’

• GP records

• My information (blood pressure, glucose levels, etc

• In-patient information

• Out-patient information

• Information from other agencies (social care,

physiotherapy, chiropody etc)

• Information from carers

• And so on

Explicit Consent process

www.htmc.co.uk/GetAccessNow

Access to over 50,000 unique questions utilising branched logic

Instant Medical History

Provides comprehensive medical history

• 40% of time provided useful information not typically elicited

• Essential Questions missed

• Pilot’s Checklist

Type of patient How many have signed up %

Asthma 588/1753 33%

COPD 96/356 26%

Diabetes 272/798 34%

Cancer 84/261 32%

Depression / Anxiety 700/1400 50%

Rheumatoid Arthritis 33/73 45%

Heart disease 136/469 28%

Low back pain 908/2504 36%

Chronic Kidney Disease 70/352 19%

Thyroxine 166/459 36%

Learning disability 8/48 16%

Bengali patients 374/1503 24%

Medications ordered online 785/11710 6%

Total patients 3245/11710 28%

For latest data: see http://www.htmc.co.uk/pages/pv.asp?p=htmc0328

What can patients / families do today

Understanding

Complexity /

time

Standard Care

Enhanced care

Best care

How do staff perceive online services

Adele Mills – Admin AssistantAs a receptionist, giving patients access to their records hasmeant.......'they receive a better understanding of their health, accessto many health matters sites and take control of their wellbeing...'

Deborah Smith - ReceptionistMany calls to reception are from patients chasing up test results. Thosewho have access to their record can view their results and can makean informed judgment as to whether or not they need to speak to theirGP. Patients without access can contact the surgery several times aweek chasing up results and become quite anxious. This is just oneexample of how access to their records results in a reduced number ofunnecessary calls to reception and more importantly reduce stress onthe patient.

What can staff do for patients / families ?

• Caring / compassion

• Time

• Structures / Processes / Outcomes

• Health Literacy / Self Care

• Quality Improvement

• Partnership working

• Safety netting

• Patient / family activation

Learning from Sam’s Story

• What help does Sam and family have?

• What extra value can Sam and family provide?

• How can commissioners and providers encourage greater self care?

• How can community / secondary care help?

• Funding will be necessary to support the change

• What will we stop doing?

• Could co-commissioning help?

Transforming healthcare

• Be interested & listen intently

• Wrap around service 24/7

• Invest in individuals and families

• Invest in Patient Participation Groups

• Provide safe haven for families to learn & do

• Activate & re-activate patients and families

• Safety-net

• Managers provide the context for patients and clinicians to excel

Current situation Future plans

Currently offer booking

appointments online

Currently offer

ordering repeat

prescriptions online

Currently offer

patient access

to the full

records

Would you like to

offer booking

appointments online

Would you like to

offer ordering

repeat prescriptions

online

Would you like to

offer patient access

to the full recordsYes Yes n/a Yes Yes Yes

Yes Yes Yes Yes Yes Yes

Yes Yes No Yes Yes Yes

Yes No n/a Yes Yes Yes

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Yes Yes Yes Yes Yes Yes

No No No Yes Yes Yes

Yes Yes Yes Yes Yes Yes

Yes Yes No Yes Yes Yes

Yes Yes Yes Yes Yes Yes

No Yes No Yes Yes Yes

No Yes No Yes Yes No

Yes Yes Yes Yes Yes Yes

No No No Yes Yes Yes

Yes Yes Yes Yes Yes Yes

No Yes Yes Yes Yes Yes

Yes Yes Yes Yes Yes Yes

No Yes Yes Yes Yes Yes

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Yes Yes No Yes Yes Yes

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Yes Yes Yes Yes Yes Yes

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Yes No No Yes Yes Yes

No No No Yes Yes Yes

No No No Yes Yes Yes

No No n/a Yes Yes n/a

Yes yes No Yes Yes Yes

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Yes Yes No Yes Yes Yes

No No No Yes Yes No

No No No Yes Yes Yes

GP practices in Tameside & Glossop CCG offering online services – access currently (blank=not declared)

http://www.bbc.co.uk/news/uk-29306889 http://tinyurl.com/lpkr6nz

BBC News Monday 22nd September Haughton Thornley Medical CentresResponse on Facebook / Twitter 23rd September