Develop a digital perioperative patient portal
- Winning idea
Meet the team
- Rob Armstrong, Associate Director of Operations
- Richard Moyes, General Manager for Outpatients
- Helen Odedra, Matron for Surgical Pre-Assessment
What is the challenge your project is going to address and how does it connect to the theme?
Patients struggle to communicate with secondary care providers when waiting for care, we want to remove that struggle. Working alongside partner organisations during the pandemic we have listened to patients about what matters to them and how to improve their care. Patients have asked for information that is accurate, trusted, delivered by staff, and that is person centred. We need to transform the way we communicate with our patients to share information with them in a way that meets their needs.
The portal would enable patients to understand where they are on a waiting list, receive personalised perioperative advice as well as change appointments, submit clinical information e.g. medication history and see written information in their choice of language. To overcome digital exclusivity the portal can be set to enable a patient to receive information in writing, or through telephone updates and all in a language chosen by the patient.
What does your project aim to achieve?
1) Improve effective and joined-up communication between care providers and patients about waiting times and appointments
2) Improve accessibility of information through enabling patients to advise of their contact needs, set language preferences for letters and translator needs and where a telephone/digital appointment may or may not be feasible.
3) Proactively provide patients with information about what they can do to ‘wait well’ e.g reminders to complete pre-operative exercises, support and signposting to be more active/live a healthier lifestyle in preparation for surgery etc.
4) Enable patients on surgical pathways to submit clinical information e.g. medication history and preoperative screening questionnaires to enable patients to be triaged to either a telephone, or face to face appointment. Where the triage identifies a high risk/complex patient the face to face appointment can be booked on a day/time when anaesthetists and geriatrician colleagues are available to support shared decision making, right patient in the right clinic!
How will the project be delivered?
Through developing our patient portal to deliver personalised perioperative optimisation and suport shared decision making. The portal is currently in testing in one specialty to enable patients to manage their appointments and that, where in use has so far shown a reduction in DNA rates. The portal has the ability to enable two way communication, and to empower patients to submit information e.g PROMs and pre-assessment checklists but this has not yet been tested.
Patient focus group have already taken place to design and co-develop our Shape Up 4 Surgery campaign and these would need to be replicated to support co-design of the patient portal as a tool through which the campaign could be delivered in a personalised, patient centred way.
How is your project going to share learning?
Perioperative medicine, personalised care and improving communication across pathways are key as we attempt to build back better and move towards living with covid. The number of patients on planned care waiting lists is larger now than it has ever been and using a digital means to support patients whilst they are waiting is something that would be of interest to many who are trying to tackle the elective backlog. This work has the potential to support all patients and providers of planned care as well as reducing the burden on primary care colleagues who are trying to navigate waiting lists to inform their patients.
This work, and its outcomes would be shared nationally through conferences, improvement events, Proud2bOps meetings and through ICS networks to help support others find ways to build back better.
How you can contribute
- Has anyone in the Q community done something similar before and is happy to share their learning?
- Does anybody in the Q community have te the ability to support patient focus groups? We would be looking for an independent individual not from the host organisation to encourage open conversation with patients to help explore their experiences of using the portal.
- Once the portal has been co-designed with patients and staff there is a need to have a critical friend.
- We would be looking to network with Q members to share the project, gain feedback, identify what is good and potential problems. There are many organisations trying to tackle the elective backlog and there is a need to share ideas and promote each others work to improve care for all.
|4 Apr 2022||Run patient focus groups|
|4 Apr 2022||Run staff focus groups|
|4 Jul 2022||Build preoperative Patient Portal|
|10 Oct 2022||Test Patient Portal in single specialty|
|31 Oct 2022||Analysis of patient interaction with portal|
|9 Jan 2023||Review test and launch on single site|
|10 Jan 2023||Ongoing analysis of patient interactions with the portal|
|13 Mar 2023||Review and launch across all sites|