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askmyGP - Practice

Salvie Ltd

Solution ID: 10047-003

Solution information last updated: 27 April 2021
Framework(s): DFOCVC

Description

Summary

askmyGP online & video consultations for GP practices is an entire workflow system that allows practices to manage all patient requests, in whatever mode. As a result, patient access and practice efficiency are improved and our practices complete 87% of patient requests the same day.

Full description

askmyGP’s workflow system fully meets NHS England’s Total Triage model by managing all patient requests coming into the practice, whether these come in online or by phone. A user-friendly front-end improves patient engagement with, typically, >70% of requests made online. A dedicated Training Partner supports the practice through implementation and beyond. • >70% of patient requests are made online • One click triage and assignment • Integrated capacity / demand model to plan clinical resources • Workflow drives efficiency (20-30% improvement) • Median completion time for all requests: 160 minutes, 87% same day • Highly configurable by the practice: - Preset messages - Clinical groups - Clinical rotas - Multi-site - Opening times and OOH settings • Comprehensive and interactive reporting and analysis

Features

This Catalogue Solution has the following features that can help meet needs in primary care:
  • Designed from the outset for total triage and total flow to manage all patient demand
  • Single workflow ensures equity of access for all patients based only on clinical priority
  • Average 74% of patient requests online achieved from Day One of system launch
  • Dramatic improvements in practice efficiency (e.g. 40% of requests completed via direct message)
  • GP rota visibility allows patient preference, with practice discretion on continuity
  • Patient login to secure portal to manage personal details and full request history
  • NHS Spine integration enables patient verification and use by proxies (15% of requests)
  • Fully featured messaging, with photos, attachments, presets, one click convert to phone or video
  • Comprehensive and interactive reporting and analysis within the app.
  • Dedicated Training Partner supports change programme pre-implementation and throughout contract

Capabilities met - NHS assured

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

Online Consultation, 1.0.1

The Online Consultation Capability allows Patients/Service Users/Proxies to request and receive support relating to healthcare concerns, at a time and place convenient for them.
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

  • Online Consultation (E00001)
May epics

May epics that have been met

  • Online Consultation with a Proxy (E00002)
  • Patient/Service User requests for Online Consultation support and provides information (E00003)
  • respond to Online Consultation requests for support from Patients/Service Users (E00005)
  • respond to Online Consultation requests for support from Proxies (E00006)
  • include attachments in Online Consultation requests (E00007)
  • include attachments in Online Consultation requests from a Proxy (E00008)
  • respond to administrative requests for support from Patients/Service Users (E00013)
  • respond to administrative requests for support from Proxies (E00014)
  • link Online Consultation requests for support and responses (E00017)
  • link Online Consultation requests for support from a Proxy and responses (E00018)
  • self-help and signposting (E00019)
  • Proxy supporting self-help and signposting (E00020)
  • symptom checking (E00021)
  • symptom checking by a Proxy (E00022)
  • electronically share files during Direct Messaging (E00026)
  • electronically share files during Direct Messaging with a Proxy (E00027)
  • customisation of report (E00028)
  • report on utilisation of Online Consultation requests for support (E00029)
  • report on outcomes or dispositions provided to the Patient/Service User (E00030)
  • report on the status of Online Consultations (E00031)
  • report on Patient demographics using Online Consultation (E00032)
  • manually prioritise Online Consultation requests for support (E00033)
  • assign Online Consultation requests to a Health or Care Professional manually (E00034)
  • categorise outcome of Online Consultation requests (E00035)
  • disable and enable Direct Messaging for a Healthcare Organisation (E00056)
  • Patient/Service User feedback for Online Consultation (E00075)
  • Verify Patient/Service User details against Personal Demographics Service (PDS) (E00078)
  • notification to Patients/Service Users (E00082)
  • customisation of instructions to Patients/Service Users using Online Consultation Solution (E00083)
  • Health or Care Professional initiates an Online Consultations request (E00090)
  • Proxy Verification (E00091)
  • Capacity & Demand Modelling (S047X03E01)
  • Search online consultations (S047X03E02)
  • Automatic follow-up reminders (S047X03E03)
  • Preset Messages (S047X03E04)
  • Out of Hours (OOH) Requests (S047X03E05)

Video Consultation, 1.0.0

The Video Consultation Capability allows Health or Care Professionals to conduct secure live remote video consultations with individual or groups of Patients/Service Users/Proxies ensuring they can receive support relating to healthcare concerns when a Video Consultation is most appropriate.
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

  • conduct Video Consultation (E00039)
May epics

May epics that have been met

  • conduct Video Consultation with a Proxy (E00040)
  • Direct Messaging during a Video Consultation (E00045)
  • electronically share files during a Video Consultation (E00051)
  • waiting room (E00062)
  • Patient/Service User feedback on Video Consultations (E00069)

Integrations

View information about the systems this Catalogue Solution integrates with to exchange data:

Supplier asserted integrations

Supplier asserted integrations are interoperability interfaces prepared by a supplier and are not specified or assured by the NHS.

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 realise benefits. Most practices take 3-4 weeks to launch day, but they can choose to move faster. We work with all staff 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 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.

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
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 (effectively an “App”) may optionally be used by patients, which replicates the functionality and adds to it, for example the ability to manage android notifications. Video calls use 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 are 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 are encrypted and secured by passwords of validated complexity. Personal and sensitive data is available only to the practice at which that 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 that 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 other factors, for example 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 group members or other stakeholders • further feedback is gathered & used to inform future iterations

About supplier

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

Dr Rufus Helm
07733 117499
rufus@salvie.com
Harry Longman
07939 148618
harry@salvie.com