⚡ Quick Overview
The Black Country Integrated Care System (ICS) is set to enhance patient experiences through the introduction of a new Patient Engagement Portal (PEP) developed by Healthcare Communications. This initiative aims to streamline processes, reduce waiting times, and cut costs.
💡 Key Features and Objectives
- 🔑 Digital Communication: The portal will enable trusts to send digital appointment letters and attachments directly to patients’ smartphones, allowing them to book, change, or cancel appointments easily.
- ⚙️ Efficiency Improvements: The PEP is designed to replace outdated paper processes and legacy systems that fail to meet accessibility standards, thereby reducing environmental impact.
- 📊 Enhanced Patient Experience: The initiative aims to provide patients with more choices and flexibility in how they receive and engage with their healthcare communications.
👩⚕️ Implementation Timeline
- The Royal Wolverhampton NHS Trust will implement the PEP by the end of 2024, following earlier launches at:
- Dudley Group NHS Foundation Trust – March 2023
- Sandwell and West Birmingham NHS Trust – March 2024
- Walsall Healthcare NHS Trust – July 2024
📅 Early Results and Feedback
- At Dudley Group NHS FT, the PEP has already shown promising results, with:
- 7,329 missed appointments avoided in the first four months.
- A 5% reduction in Did Not Attend (DNA) rates, translating to over £1 million in estimated income gains.
- 80% digital adoption rate with half a million digital invitations sent by September 2024.
- A survey conducted in June 2024 revealed that 75% of respondents rated their experience with the digital letters as ‘good’ or ‘excellent.’
🚀 Future Developments
- Sandwell and West Birmingham NHS Trust is expanding the portal’s capabilities to include:
- Patient surveys
- E-consent forms
- Appointment scheduling for surgical day cases
- Clinical letters and follow-up information
🏥 Broader Impact on Healthcare
- The PEP rollout is part of a larger initiative to digitize patient engagement for 1.21 million patients in the Black Country.
- Kenny Bloxham, Global Healthcare Director at Healthcare Communications, emphasized the importance of secure technology in enhancing patient experiences across the ICS.