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Coronavirus (COVID-19)

View Catalogue Solutions that can help prevent the spread of coronavirus.

askmyGP

GP Access

Solution ID: 10047-001

Solution information last updated: 1 April 2020

Description

Summary

askmyGP provides online consultation and workflow tools to maintain doctor-patient relationships and keeps patients in touch with their registered practice. Clinicians use askmyGP to prioritise and deliver care by secure message, telephone, video or face-to-face appointment.

Full description

Practice teams are supported via change interventions to ensure that all patients or their carers can use askmyGP to contact their practice. Patients explain their symptoms in their own words, allowing structured triage and consultation information to be passed directly to the practice. • 62% of patient requests are resolved by secure message or telephone, dramatically improving clinician productivity • Median completion time for all requests drops to 120 minutes, with over 90% on the same day • 20% of patients search on self-care: no patients are turned away • Practices experience these outcomes immediately from the day of launch askmyGP helps practices prioritise their caseload, regardless of source, including clinical priority flags. Triage and consultation models and templates are configurable to support the practice’s preferred workflow structure, subject to appropriate clinical governance.

Features

This Catalogue Solution has the following features that can help meet needs in primary care:
  • Rapid, consistent triage and prioritisation of all patient care
  • 74% of patient requests online (all requests managed regardless of communication channel)
  • Clear presentation of patient submissions and preferences
  • Ability to verify and record patient identification status (saved for later interactions)
  • Direct two-way confidential messaging service between clinicians and their patients
  • Ability for patient and practice to send attachments (symptom photos/patient information)
  • Single click initiation of phone and video consultation features
  • All consultation activity can be initiated in response to a patient request or by the practice
  • Full case history and reporting tools provide comprehensive performance analysis and audit
  • Full support to practice during implementation and for duration of contract

Capabilities met - NHS assured

This Catalogue Solution has demonstrated that it can help meet the following needs in primary care:

e-Consultations (Patient/Service User to Professional), 1.0.1

Enables Patients/Service Users to access support from Health and Care Professionals, across a range of settings, without the need for a face to face encounter.
How this capability was met
Capabilities are a set of requirements that are defined using short descriptions called epics. Capabilities are achieved when a Catalogue Solution meets the required epics.
There are two types of epic: must and may. Some capabilities require the Catalogue Solution to meet all of the must epics, some require only one must epic to be met. May epics are optional.
This Catalogue Solution has achieved the following:
Must epics

Must epics that have been met

  • Patient/Service User requests support (C28E1)
  • Respond to request for support from Patient/Service User (C28E2)
May epics

May epics that have been met

  • Patient/Service User makes administrative request (C28E3)
  • Link requests and responses to Patient/Service User Record (C28E4)
  • Self-help and signposting (C28E5)
  • Live Consultation: Patient/Service User and Health and Care Professionals (C28E6)
  • Reports (C28E8)

May epics that have not been met

  • Group e-Consultations (C28E7)

Implementation timescales

These are the typical processes and timescales to implement this Catalogue Solution:
The implementation programme is readily scalable and supports practices to quickly release benefits. We work with practice staff on-site to deliver: • Planning: detailed plan is set out according to the needs and constraints of individual practices • Preparation: training and patient communication commence • Launch day: system is activated; benefits are felt, first by patients and reception • Adapt and refine: intensive work with the practice using ongoing performance information, and psychology of change • Waypoint: consolidates future direction • Continuous improvement continues throughout the year, raising efficiency with multiple small changes. Our model of change operates in practice, cluster or wider groupings, evidenced by delivery to CCG-wide groups of practices across the UK, and commissions by individual practices. Pace of implementation is chosen by the practice – most implementations take 3-4 weeks, but a same day service is available if required.

Client application type

This Catalogue Solution is supported by the following client application types:
Browser-based application

Supported browser types

  • Google Chrome
  • Microsoft Edge
  • Mozilla Firefox
  • Opera
  • Safari
  • Chromium
  • Internet Explorer 11

Mobile responsive

Yes

Mobile first approach

No

Plug-ins or extensions required

No

Minimum connection speed

0.5Mbps

Screen resolution and aspect ratio

4:3 - 1024 x 768

Hardware requirements

askmyGP is browser-based and has no specific hardware requirements for either practice or patients. All versions of modern browser are supported. We recommend the use of dual screens in practices for ease of interaction, and a webcam and headset for video consultations.

Additional information

The askmyGP patient interface has similarly minimal hardware requirements. It operates on all modern browsers and is independent of device. A Progressive Web Application may optionally be used by patients, which replicates the functionality and adds the ability to, for example, manage android notifications. Video calls utilise device camera and microphone, attachments may be sent to or from the practice.

Hosting type

These are the ways this Catalogue Solution can be hosted:
Private cloud

Summary

Secure hosting within HSCN.

Data center hosting model

All patient data is hosted within the UK and subject to the connection requirements of the N3/HSCN network. Data hosting arrangements meet ISO 27001:2013 and physical security to BS5979. At the patient interface, data is encrypted and secured by passwords of validated complexity. Personal and sensitive data is only available to the practice at which an individual patient is registered. Robust clinical governance exceeds the requirements of DCB 0129 and DCB 0160 accreditation.
End user devices must be connected to HSCN/N3

Roadmap

These are the supplier’s development plans for this Catalogue Solution:
We recognise the needs of practices and wider requirements evolve rapidly: • Requests for change are gathered from stakeholders on an ongoing basis, either directly from customers & patient surveys, via our active ‘user group’ or in response to national or local policy developments • Requirements are collated, evaluated, and prioritised to reflect the significance of the change, effect on active users & evaluation of risk and benefits • Features are shared & tested via live demonstrations, for example, to user groups or other stakeholders • Further feedback is gathered & used to inform future iterations Example roadmap items: • Network-wide patient referral mechanisms & demand management tools to support PCNs & groups • Access to foundation system APIs for automated links & coding between patient enquiry and clinical record • Automated selection & booking of appointments (once required by clinician) • Optional patient validation via interaction with NHS App

Learn more

Learn more about this Catalogue Solution, for example its price, the standards it has met and any additional or associated services available.

Contact details

Harry Longman
Chief Executive
01509 816 293
harry@gpaccess.uk
Support Team
01509 816 293
support@gpaccess.uk