In this feature for HTN, Paul Harvey from Hanley Consulting shares practical examples on the impact of using data to transform primary care, covering operational efficiency, using data for trend analysis, and making informed decisions that support patient outcomes, optimising resource utilisation, and continuous advancements in practice.
In the modern general practice, the analysis of data trends has revolutionised how healthcare providers manage services, enhance operational efficiency, and foster innovation in medical practices and policies.
Making sure this data is accessible is the first step, and at Hanley Consulting we are striving to ensure all patient access data is available in one place allowing for evidencing the cause and effect of a GP surgery’s actions and its associated digital solutions.
Locating the right data
In the past, surgeries have struggled to make informed decisions using data for a number of reasons; one of these reasons has been the simple fact that some of the data has been difficult to locate. Healthcare data is spread over multiple locations such as the telephone supplier, the online consultation tool and the NHS App. Hanley Consulting’s EDATT dashboard, created in conjunction with Primary Care Analytics, pulls all of this data into one convenient place (fig. 1). The dashboard also presents the data in easy understandable ways, so that practice staff can see trends and impacts of any changes implemented at the practice on access data; for example the introduction of our Digital Assistant and reduction in the number of call handlers.
(fig.1)
Fig.1 – EDATT Dashboard showing Chatbot activity and other available data sources
Indicators for digital literacy and public education
Analysing data trends enables healthcare providers to identify and respond to emerging patterns in patient behaviour and service utilisation. For example, monitoring NHS App usage can reveal insights into how patients engage with the tool; whether they just downloaded it during the COVID period, or whether they are still using it to complete healthcare tasks such as ordering prescriptions online. Increased usage might indicate improvements in digital literacy, a growing acceptance of digital consultations and health monitoring, prompting the ICBs or PCNs to invest more in these technologies, or invest further in educating the public on the NHS App itself.
Utilising data to improve patient access flows
Furthermore, data trends can provide valuable information about patient access to care. Analysing telephone call queues, for instance, can highlight bottlenecks in the system. Long waiting times might indicate a need for change in the telephone call flows, changes to the wording, and changes to the language that the reception teams use around the availability of online solutions. We have seen a significant reduction in the number of callers opting to join the call queue when they have been offered a digital solution instead; less patients joining the call queue has led to a 65 percent reduction in missed calls and 60 percent shorter call queues in some surgeries such as Tudor Lodge Health Centre (fig.2)
Fig.2 – 15 months of call data at Tudor Lodge Health Centre (source: EDATT Dashboard)
By addressing these issues, the NHS can ensure that patients receive timely advice and support, reducing frustration and improving overall satisfaction.
Optimisation, resource allocation and management
Data trends also play a crucial role in resource allocation and management. By examining patterns in appointment bookings, patient visit frequencies, and common health issues, GP practices can optimise their resource allocation. For example, if data shows a seasonal increase in respiratory illnesses, GP surgeries can prepare by ensuring sufficient staffing and medical supplies during peak times. Practices can rejig their offerings when it comes to appointments or online services to be ready for expected changes in patient’s health, such as adding flu advice online or on the phone system. This proactive approach not only enhances patient care but also reduces strain on primary care resources. Additionally, understanding trends in patient demand helps GP practices schedule appointments more effectively, reducing waiting times and improving patient satisfaction.
Utilising trends to drive focused campaigns
The analysis of data trends can inform public health initiatives and policies. By studying trends in vaccination rates, healthcare providers can identify areas with low coverage and implement targeted campaigns to improve uptake. Similarly, monitoring trends in chronic disease prevalence can guide the development of preventive health programmes and early intervention strategies, ultimately reducing the burden on healthcare services. We have seen with GP surgeries using their data to understand the biggest drivers in their areas and offer services related to that, such as diabetes clinics or CKD clinics.
Efficiency in practice
In the context of operational efficiency, data trends are invaluable. Surgeries can analyse data on appointment no-shows, patient flow through clinics and treatment outcomes to streamline processes and improve efficiency. For instance, if trends indicate high no-show rates for certain types of appointments, providers can implement reminder systems or offer more flexible scheduling options to reduce missed appointments.
“Identifying the root problem and understanding its true impact are steps that cannot be achieved without robust data analysis”
In an interview with Conor Price, at Primary Care Analytics, with whom Hanley Consulting have partnered in order to produce the EDATT dashboard, he highlighted the crucial role of data in healthcare. “Without data, you lack an evidenced understanding of a situation. This is especially critical in health, where an accurate understanding of any situation is necessary. Identifying the root problem and understanding its true impact are steps that cannot be achieved without robust data analysis.”
Price also emphasised the importance of demonstrating the impact of healthcare interventions. “One of the reasons we were keen to support Hanley with the development of the EDATT Dashboard was to demonstrate the impact of interventions, such as a reduction in calls and improvement in patient access. This evidence is essential to move beyond anecdotal feelings to concrete, data-backed assessments.” This aligns with the need for continuous evaluation and validation of healthcare initiatives to ensure they are achieving desired outcomes.
In conclusion, the use of data trends in healthcare is transformative, offering numerous benefits in patient care, operational efficiency, and understanding of our current healthcare system. By harnessing the power of data trend analysis, GP surgeries, and the wider NHS structure, can make informed decisions that lead to better patient outcomes, optimised resource utilisation, and continuous advancements in medical practices and policies. As technology continues to evolve, the integration of data trends into healthcare practices will only become more critical, ensuring that patient care remains at the forefront of medical innovation. Changes need to be based on data, not guess work, and until recently finding the right data has been a challenge for many GP surgeries.
Effective tools for reducing demand
With Hanley Consulting supporting GP surgeries since 2009, we understand the systems, processes and pain points in primary care. Coupling this with the right data concerning demand, capacity and digital tools, the team at Hanley has developed products and services which suit the needs of the system. The most notable solution, which was first deployed in 2022, is the EDATT digital assistant. EDATT, the first automated assistant in the form of a chatbot in primary care, has been developed from a survey carried out by Hanley Consulting. It appeals to patients’ desire to go digital, but offers up personalised support to get online and also includes automated signposting.
With the EDATT chatbot surfacing at the point of need (telephone, website, waiting room), it captures and redirects up to 40 percent of demand into PCN services, community services, and most importantly self-service.
This new approach to demand management is offering immediate time-saving benefits to practice teams and faster time-to-care for patients through effective use of the wider healthcare system.
For more info visit edatt.io
