Demographics Case Study Picton at Whetley Medical Centre - Bradford City CCG 1,568 patients Serve 19 different languages From 1st April to 31st August 2016 achieved 13% increase (0 to 206) in patients registered for online services The practice was taken over on 1 year APMS contract by PICTON MEDICAL CENTRE B83614   who have 42.0% - serve 42 languages – they only use english, have no leaflets printed in other languages – use interpretation services where needed. Picton at whetley 80% of population are under 45 Picton at Westbourne Green 81% of population under 45 When they took over the contract on the 18th April, Dr Basu’s practice had 0 registrations. August data shows 13% and they are still actively promoting. Both practice populations are predominantly under 45 years of age, they have not had as much success with the elderly population Picton at Whetley MC Picton at Westbourne Green MC Demographics Source: Public Health Profiles, 2015 http://fingertips.phe.org.uk/profile/general-practice/data#mod,1,pyr,2015,pat,19,par,E38000096,are,B86047,sid1,2000005,ind1,639-4,sid2,-,ind2,-

KEY SUCCESS FACTOR Appointed Apprentice as “POL Champion” Spends 1 hour per day in waiting room Targets patients with smart/mobile phones Front desk staff –– “spot the mobile phone user”! Show patients how to access system on phone and signs up at same time where possible Opportunistic – make most of engagement events/flu clinics etc There is an apprentice in each practice who has taken ownership and become POL Champion They each spend at least an hour per day, during busy periods, out in the reception area. They actively look for people using their mobile phones (as we know many people have them glued to their hands!) – approach, show, encourage, sign up there and then where they are able with vouching – many of the patients are well known to the practice and they are vouching for appointments and prescriptions Front desk staff also are on “mobile phone watch” and if they are not busy with someone they will actively go out to reception and approach the patient if it isn’t during the time that the apprentice is out there They make the most of every engagement opportunity – including flu clinics etc., Have staff available to do the demo, encouragement and sign up there and then when possible

Increasing Online Registrations - Case Study FARFIELD GROUP PRACTICE (B83021) NHS AIREDALE, WHARFEDALE AND CRAVEN CCG No. Patients = 12,892 Deprivation scale = 2 No. Patients >75 years = 9.9% No. Patients ethnicity = 22.1% Patients enabled @ June 2016 = 8.1% Patients enabled @ 30 April 2017 = 16.4% Demographics Source: Public Health Profiles 2015/16 - http://fingertips.phe.org.uk/profile/general-practice/data & registrations from POMI April 2017

KEY BENEFITS KEY SUCCESS FACTORS During consultations, all clinicians (GPs & Nurses/ANPs) ask patients if they are willing to sign up for patient online – if “yes” clinician gives the patient a ‘vouched for’ slip and signs it. The patient hands this to Reception who then set up their online account there and then. The forms are scanned onto the record. All patients who ‘DNA’ receive a letter and are automatically set up with Patient Online account so they can cancel their appointment online. All new patient registrations are automatically set up with online access as they have brought in their photo ID and proof of address. When we send any letters to patients’ homes and they haven’t already signed up for patient online services, we include a sign up form for them to bring in with photo ID so we can set them up with online services We have a patient alert set up on patient records and if they are signed up for online services, a keyboard shows in the demographic box. A reminder is also put on the patient’s home screen reminding staff to ask patients to if they wish to sign up. If they dissent we code it accordingly so they aren’t continually being asked and the reminder disappears. Scripts Team particularly push patient online services when they speak to patients in view of the managed repeats initiative being brought in by AWC CCG Permanently have a display board in Reception for online services Discussed Patient Online with PPG at meetings SMS’s sent to patients inviting them to sign up for these services Information on Farfield Group Practice website Patient Online has been a regular agenda item at practice and staff meetings KEY BENEFITS Able to make and cancel appointments 24/7 without having to wait on the telephone to get through Able to request prescriptions online 24/7 Able to access SCR Able to access their DCR or full records when requested by patients

Increasing Online Registrations - Case Study VALLEY VIEW SURGERY (B83626) NHS BRADFORD CITY CCG No. Patients = 6,470 Deprivation scale = 1 No. Patients >75 years = 3.3 % No. Patients ethnicity = 65.8 % @ June 2016 = 5 % @ 30 April 2017 = 26.5 % Demographics Source: Public Health Profiles 2015/16 - http://fingertips.phe.org.uk/profile/general-practice/data KEY SUCCESS FACTORS Reception review following days appointments and print registration document in advance to give to the patient when booking in . If the patient declines we remove from the record and destroy the paperwork. Patient Champions present in the walk in surgery to promote and we have a dedicated receptionist to register the patients immediately. Patient call screen advertising the benefits of online access and a display board with leaflets and information. KEY BENEFITS Patients have greater access and choice, they are able to book appointments at their convenience when the surgery is closed and can plan ahead. Reducing the morning rush of phone calls, freeing up lines for patients who do not use the internet. Lowering call volume and freeing up reception for other tasks

Increasing Online Registrations - Case Study WOODROYD CENTRE (B83011) NHS BRADFORD DISTRICTS CCG No. Patients = 5,561 Deprivation scale = 1 No. Patients >75 years = 6.4% No. Patients ethnicity = 59.2% @ June 2016 = 3.7% @ 30 April 2017 = 21.4% Demographics Source: Public Health Profiles 2015/16 - http://fingertips.phe.org.uk/profile/general-practice/data KEY SUCCESS FACTORS We encouraged sign up for all new patients at point of registration when had their ID with them. We sent SMS messages to all patients who have repeat medications to encourage sign up as would be beneficial for them. We put a display in reception and did posters showing benefits for working patients as can access any time night or day. We opportunistically offered and encouraged sign up to all patients as they collected repeat medications. We put a message on the right hand side of their prescriptions. We developed a leaflet to support the CCG and national schemes to encourage patients to buy OTC medications where possible rather than seeing a GP, which on the back has full information about signing up for online and its advantages. I promoted to patients who complained about access KEY BENEFITS Improved safety as most of our repeat medication requests come through online rather than hand written which it can be hard to know what they want and to read what has been written. Patients can order anytime of day or night and we do receive quite a few late at night ie past 11pm Online appointments were increased to meet demand with the number of patients signed up. All these go which is on average 6-8 per day which equates to 30 to 40 less calls per week. Positive feedback from patients who complained and didn’t realise this was possible.