Supporting the 10 High Impact Actions to Release Time for Care
As part of the General Practice Forward View NHS England is collecting and sharing examples of ways practices around the country are managing their workload through working smarter, not harder.
NHS England have grouped these into ten areas – the 10 High Impact Actions to release time for care. These are all ways of working that have been found to simultaneously release clinician time and improve care for patients.
Below we have described how Refero supports the 10 High Impact Actions to Release Time for Care.
Refero supports and improves patient self-help and self-care by providing active signposts to the most appropriate resources, services and professionals. Not only does this enable the patient experience to be simplified and enhanced at the first point of contact, but by providing resources based on a patient’s personal needs, it also helps to alleviate pressure on GP services.
Signposts can be provided by registered GP practices and through their partnerships and collaborations with secondary, social or third sector care services.
The patient experience can be further personalised with searchable content and natural language conversation experiences, enhanced by Refero AI. This can be tested and rolled out quickly and easily. Added value can be monitored, measured and analysed. No long-term commitments are necessary. Any return on investment will be demonstrable.
New consultation types
We are living in a rapidly changing world where new methods of communication can and should support care consultations. Refero supports the adoption of new methods of communication, in line with practice requirements, to allow patients to communicate in a way which suits them.
From the Refero web portal or smartphone / tablet application, patients can send a secure message to their registered GP practice. Responses to appropriate, predefined questions provide additional context to support the consultation and once the message has arrived at the practice the patient will receive a notification.
Once reviewed electronically, by a locally agreed process, consultation can be managed in the most appropriate way. This may be a straightforward message response.
However, it may be appropriate to escalate once triage is performed. Consultation can be matched to the needs of the patient, supported by the most appropriate practice resource.
Reduce Did Not Attend (DNAs)
Appointment reminders can be utilised in Refero as the service integrates with GP System of Choice and Electronic Patient Record systems.
While not directly a feature of the Messenger or Pathway components of Refero, the integration provides an easy to use mechanism for patients to request a change or cancellation of an appointment.
Develop the team
Refero has been designed to enable practices to support the triage of incoming contact from a patient. This means that the most appropriate member of the practice team can respond to the patient in the most effective way.
Demand for GP time can be reduced. The ability to handle contact with patients is broadened, enabling greater effectiveness and efficiency. Practice staff can be empowered to deliver a better and more personalised patient experience.
Productive work flows
Refero can be used as part of review of workflows for all levels of staff. It allows flexibility for GP practice to set rules on who reviews and deals with patient contacts.
All actions within the system are documented and timed. Functionality includes ability to copy information across to GP record.
Refero is designed to support personal productivity improvements for staff; to enable enabling the delivery of better care outcomes to patients.
As standard, Refero enables better measurement and analysis of information. This can be used to identify where specific skills should be utilised to deliver services more effectively and efficiently.
Sharing this information with staff can help identify opportunities for personal development and growth. Demand for GP time can be reduced by empowering staff to handle patient engagement more efficiently.
Creating and developing partnerships with other practices and providers within the local health and social care ecosystem sits at the core of the Refero model. By encouraging practices and providers to work together, Refero can assist in assigning the most appropriate resource to meet the needs of the patient.
Connections can be established quickly and easily; creating an ecosystem of practices and other providers through an intuitive, user-centric communication and collaboration platform.
Once established, the ecosystem is underpinned by Refero assisting with the effective triage of inbound patient contacts, so that the most appropriate resource is set up to meet the needs of the patient.
For example, it is possible for an inbound contact from a patient to be triaged and assigned to an alternative local provider, if that provider is better equipped or more appropriate to meet the patient needs.
The core Refero service is free to all end users, including non-medical service providers. This means that straightforward signposting and referral to community and social services can be provided, when appropriate, without constraint or cost.
This approach delivers advantages for both third parties and patients. Health services can be integrated into non-medical services; increasing the exposure of public, private or third sector partnerships.
This in turn increases the wellbeing and independence of the patient, supported by their friends and family, through access to community services.
In addition, AI can support the delivery of these services; helping identify who should provide the services and where they can be delivered. Algorithms can support where non-medical service provision may require escalation to the medical partner, built on the correct foundations and architecture.
Better health and care needs to be designed to support patients in taking on a greater role in their own self-care. This is the philosophy that underpins Refero.
The patient can find the route to the most appropriate sources of information, support and advice within their community.
The core service is free. Adoption of the service by end users will allow connections to be established. This will unlock better communication and greater collaboration through the community.
Develop QI expertise
Releasing time to care and improving the quality of care requires the necessary information and insight to be available. This supports the decisions required to redesign services, manage change and drive end user adoption.
Where an organisation has a team to support this development, the Refero team welcomes the opportunity to work in a collaborative manner within the scope of services Refero can provide.