All GP practices across Hampshire and the Isle of Wight now have the ability to have video appointments with patients, after a programme to introduce the technology was accelerated in response to the coronavirus (COVID-19) pandemic.
As part of the Long Term Plan for the NHS, NHS England and NHS Improvement’s Digital First programme was established to make use of technology to provide all patients with access to ‘digital first primary care’.
The rollout of video consultation in response to coronavirus has allowed patients to easily access advice, support and treatment they need using digital and online tools. This means patients can now book and cancel appointments, have a consultation with a healthcare professional, receive a referral and obtain a prescription.
In Hampshire and the Isle of Wight, thousands more people are now using digital means to access NHS care and advice each month and the ambition is to see that trend continue.
GP practices in the area are using a service called eConsult, which enables them to offer online consultations to patients. Patients can access the simple system from their practice’s website and ask surgery staff about symptoms, conditions or treatment, or request things like sick notes or letters. If they submit their details the practice will respond by phone or email, and can arrange an appointment if required.
In the 7 days up to 3rd May, there were almost 20,000 unique visitors from the county to the eConsult service, compared to an average of just over 16,200 unique visitors a week in March – a rapid rise of 18%.
As a result of the rising number of people using the eConsult service, an estimated 6,900 appointments at GP surgeries were ‘saved’ during that same week – people who got the advice or support they needed quickly and remotely, rather than having to physically go into a surgery. By comparison, during March an average of just over 5,200 appointments were ‘saved’ each week – the most recent figures represent a rise of almost one third (24%) in little more than a month.
All Hampshire and Isle of Wight practices are now signed up to allow use of the NHS App, and usage amongst patients is climbing strongly. In February there were approximately 4,000 new registrations in the county, rising to more than 6,000 people in March, taking the county total to more than 32,000.
Dr Sunil Rathod, GP and IT Lead in Hampshire said:
“eConsult has revolutionised the way patients communicate with their GP practices. Where patients spent time trying to get through on the phone, they can now message their practice at any time of day or night and expect to have their query dealt with within 48 hours, often less.
“We know some of our patients find it difficult to come into the practice or struggle to attend appointments during working hours. They have told us they find this form of communication very helpful. Some practices are also developing a way for carers, relatives and parents to submit queries on behalf of patients which, if the patient has consented, means we can support them to care for their loved one.
“For more and more people it is completely normal to do almost everything online – banking, shopping, booking holidays, keeping in touch with friends and family. So why not use technology to allow people to contact their surgery, get their health questions answered, order their prescription, or make an appointment?
“We know that not everyone is able to use new technology, or doesn’t feel comfortable doing so, and sometimes you really need to meet someone in person. Nobody will ever be disadvantaged if they are not online – that is absolutely fundamental. But we need it to become completely normal for people to contact the NHS via websites, or apps – nobody wants to queue up at a practice or be put on hold, so why not use the technology to help you avoid that if you can?”
About time to.
So that eliminate 70% of the elderly who don’t know how to video call. My question is when are the doctors going to open again, everyone else is starting to open now, small shops etc.
This only works if the patient also has access to appropriate technology. There are many people here on the Island that don’t. They are usually the most vulnerable and would benefit most of this service. Has anybody ideas on how to make this more accessible to everybody? Otherwise it’ll create a two-tier system.
From my experience. I used eConsult and waited 3 days for a return phone call. The call was from a receptionist who booked me in with an advanced nurse practioner a further two days later. I turned up and the ANP hadn’t read the eConsult and didn’t know why I was there. I was packed off with medication and no further continuity of care even though this was my first time on anti -depressants.
It’s a numbers game, no accounting for quality or fit for purpose.