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Objectives Digital transformation of the health service is a priority for the Department of Health and Social Care and NHS England.1 Parents and young people want to access advice and services quickly and easily.2 Technology should be used by providers to reach out to other providers and by patients to enable them to obtain quick access to advice.3 The use of apps and digital tools to empower patients, parents and carers in sharing decision-making and taking a more active role in their health and care has been encouraged.2 4 5 Aims A service evaluation of the messaging functionality of the online patient portal (integrated with the electronic patient record) for communication between staff and patients/parents/carers with their specialist clinical team. Aims were to identify message themes; understand message pathways and response/resolution times; consider how to optimise the service, clinical care and patient experience. Methods Analysis of messages received into separate pooled inboxes for rheumatology registrar, clinical nurse specialist (CNS) and administration groups during a typical working week (13–17th March 2023). Results Registrar messages (29) – Predominantly from patients with juvenile idiopathic arthritis (62%) Reasons: medication issues (45%), disease flare (29%), tests (13%), results (7%), appointments (6%) 28% led to further contact with patient/parent (7% telephone advice) or care team (7% review with specialist team, 14% liaison/review with local team) 21% re-directed to MDT colleagues (e.g. CNS, physiotherapist, pharmacist, consultant) 79% actioned in Conclusion This preliminary work demonstrates utility of the patient portal for rheumatology service users to communicate health and disease management issues with the team. Overall, messages were handled promptly. However, there is scope to improve efficiency – avoiding duplication of message processing and delays from unnecessary re- routing. Work is underway to refine a proposed flowsheet for message triage and action within the team, as well as revision of the Rheumatology FAQs leaflet and information online. Satisfaction of involved stakeholders will be surveyed before and after implementing changes; and impact on patient/parent/carer engagement and healthcare experience will be further evaluated. References A plan for digital health and social care, department of health & social care 2022. Healthy children: transforming child health information, NHS England 2016. The future of child health services: new models of care, Nuffield Trust 2016. Next steps on the nhs five year forward view, NHS England 2017. The NHS long term plan, NHS England 2019.
Yeo et al. (Tue,) studied this question.
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