Customer stories
PCN transforms service model to significantly increase appointment capacity
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Folkestone Hythe & Rural PCN have been using Optum (formerly EMIS) technology to underpin the transformation of their service delivery model, making available an additional 10,000 appointments across the PCN.
Setting out to increase the uptake of online consultations and improve access, the team at Folkestone Hythe & Rural soon began to expand the scope of their project when they identified new opportunities to work more efficiently and provide a greater service to their patient population.
They began by establishing an eHub model to centrally manage the influx of online consultations from across their 7 member practices, serving around 48,000 patients. But it soon became apparent that there were far broader opportunities to improve ways of working across the PCN.
Given the challenges of increased patient demand and a depleted GP workforce, we quickly realised that our operating model had to evolve. Working together as practices enabled us to develop a system that improves patient access and offers healthcare provision more efficiently.”
Embracing ARRS roles
The PCN recognised the potential of the Additional Roles Reimbursement Scheme (ARRS) to increase service capacity. Progressing to a centralised hub model underpinned by EMIS Web® PCN Hub allowed the team to triage the relevant appointments from across their Network into ARRS practitioners, enhancing access for patients and alleviating pressure from stretched GPs. As Operational Development Manager Kim Lee commented, “GPs now only need to see patients they need to see”, with patients being triaged and cared for by ARRS clinicians where appropriate.
Using PCN Hub also helped the clinicians to operate more efficiently. “We want those members of staff that are delivering those services to sign on once and have access everything they need, rather than flipping between multiple practice systems”, explained Digital Transformation Manager Andy Gove. Previously multiple logins and appointment books had caused headaches - but with single sign on, ARRS practitioners were able to better manage their capacity and integrate more effectively into the PCN model.
Piloting Consultation Write Back functionality
Collaborating with us on both the development and pilot of Consultation Write Back functionality was another “game changer” for Digital Transformation Manager Andy Gove and the team. This new feature of PCN Hub now enables consultations to be automatically written back into the native GP record in seconds, making joined-up shared care records a reality, and reducing the administrative burden.
What we’ve found really refreshing and exciting is working in partnership with EMIS [now Optum] to develop our PCN Hub model.”
Unlocking analytics
Layering our Apex analytics solution across their operating model has allowed this PCN to analyse their data in real-time, as well as justify and evidence their approach for delivering against Enhanced Access requirements. “It has allowed us to really see all that data in real-time and run targeted search and reports across our PCN practices”, commented Clinical Director Dr Aravinth Balachandran.
With live visual dashboards, Apex is making it simple for colleagues across the PCN to understand demand, capacity and activity, and make data-driven decisions to improve care.
Apex makes it easy for me to count. I can now work out our demand and capacity, and I can look at the activity going through the surgery.”
A model for best practice
The way of working that Folkestone Hythe & Rural PCN have developed is now something that can be applied to other PCNs looking at best practice. As Optum Chief Medical Officer, Shaun O’Hanlon sees it, “the blueprint, the way of working, the culture, the leadership of areas like this PCN can be applied across the country to deliver PCN working at scale to help revitalise primary care.”
Find out more about how digital technology has transformed healthcare delivery for the team at Folkestone, Hythe & Rural PCN by heading here, or to find out how they've been using data insights to help shape services, click here.