Mel Rivington
Care Co-ordinator
Chester East Primary Care Network (PCN), Cheshire & Merseyside
The Challenge
Mel wanted to address the digital divide within healthcare and empower patients to access and manage their healthcare online. She recognised that enabling patients to book appointments, manage medications, and review medical records using online tools would greatly benefit both the patient population and the practice.
As a Care Coordinator, Mel has considerable knowledge of NHS-wide processes and the regulations that support them. Towards the end of 2023, the process for ordering medication through pharmacies was changing—this process, introduced in mid-2020 due to COVID restrictions, had allowed patients to rely on pharmacies to accept medication requests over the phone and submit them to their GP practice in writing. Since GP surgeries require all medication requests in writing, this was initially convenient for patients. However, the workload had become overwhelming for pharmacies, and they were now shifting the responsibility back to patients. Mel recognised that this would be a significant issue for her patients. At the same time, the practice had noticed an increase in queries from patients requesting repeat medications, as many were unable to use online services.
“Brilliant idea to have these sessions to help us ‘older’ folk navigate modern technology”
“Extremely useful, easy to access and understand”
“Really good positive idea, thank you”
“3rd Visit and I have learnt something new every time. An absolute advantage to my understanding and reassuring”
The Innovation
As part of her project in the CARE Programme, Mel worked with staff in her practice and collaborated with the practice’s Patient Participation Group. With their support, she set up regular digital drop-in sessions at the GP practice for patients. Initially, Mel encountered a few barriers with patients accessing the practice’s WiFi system, but this was easily overcome by using laptops and patients’ own mobile data.
At the monthly sessions, patients receive personalised guidance on how to use various digital applications, including the NHS app and Patient Access app. Additionally, they are provided with information on how to use the PATCHs system to contact the surgery for non-urgent inquiries.
Mel also ensured that there were easy-to-read leaflets and “how-to” guides available to help patients access digital services, along with a more prominent section on the practice website and regular posts on the practice’s social media channels. This initiative has bridged the digital divide, empowering patients with the tools and knowledge to manage their healthcare more effectively and conveniently.
The Impact
- Patients
- Increased confidence in their ability to order repeat medication online and access other services
- Improved digital literacy
- Increased health management
- System
- Reduced number of calls into the surgery as more people can use online services
- Increased capacity in Surgery to focus on more complex issues
- Increased use of digital enablers to improve primary care access
- Practitioner:
- Improved relationship with the Patient Participation Group
- Personal fulfillment in identifying a practical solution in helping patients access digital tools
- Increased connectiveness with other parts of the system including the voluntary sector
