Solution ID: 10047-001
Solution information last updated: 1 April 2020
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.
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.
Capabilities met - NHS assured
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
Must epics that have been met
May epics that have been met
May epics that have not been met
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
Supported browser types
Mobile first approach
Plug-ins or extensions required
Minimum connection speed
Screen resolution and aspect ratio
4:3 - 1024 x 768
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.
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.
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
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