By Max Gattlin, Hanley Consulting
“We are thrilled to highlight our ongoing collaboration with Tudor Lodge Health Centre, where we’ve been working closely to improve patient access and satisfaction through innovative digital solutions.”
We recently presented at the Management in Practice conference on Optimising Patient Access, showcasing how EDATT has transformed patient interactions by shifting the focus from demand management to demand prevention. These changes have significantly enhanced the patient experience by speeding up time to care and also increased staff wellbeing and efficiency within the surgery.
As a result of this programme, Sharon Hanley, myself and the Hanley Consulting team became finalists in the Innovative Use of Technology, Digital, and Social Media category at the Patient Experience Network National Awards (PENNA) 2024, celebrating the work with Tudor Lodge in utilising patient surveys, digital optimisation and automation through use of the EDATT digital assistant.
EDATT helps patients access healthcare services in a timely and efficient manner and is a vital tool for practices aiming to improve access because of its localised automated signposting and personalised support features. By reducing the reliance on traditional phone calls, EDATT frees up staff to handle more complex patient needs. This not only improves the patient experience but also boosts efficiency at practices like Tudor Lodge Health Centre, where EDATT has helped reduce missed calls by 65% and average call queue durations by 70%.
In today’s healthcare environment, patient demand often exceeds capacity. By automating patient signposting and promoting self-service through patient empowerment, EDATT frees up valuable staff time, allowing practice staff time to focus on delivering quality care through preventative and proactive tasks.
Understanding patients and their needs
To best understand the local context, Hanley surveyed Tudor Lodge Health Centre’s entire patient population (c.11,000 patients).
More than half of the patients surveyed had never used online booking options because they didn’t know they existed! This told the Hanley team that the initial focus should be to educate patients about digital healthcare services and self-service options available.
So, with EDATT, the start was guiding patients through the process, step by step. Whether it was helping them book an appointment via an online triage tool or navigate the NHS app, EDATT was there to assist the patient, complete with user guides and personalised pathways.
Real results from Tudor Lodge Health Centre
The results have been fantastic. Since introducing EDATT, Tudor Lodge has seen a 25% reduction in total calls, and even better, missed calls have dropped by 65%. Appointment-related calls have been cut nearly in half because more patients are using online services instead of calling in.
Patients are happier, too. One of the biggest frustrations heard in the surveys was the difficulty getting through to the practice during busy times. With EDATT available 24/7, patients no longer need to call during open hours to get help. This has reduced the workload for reception staff and made the whole process smoother for everyone
The Road ahead for EDATT
Being a finalist at the PENNA Awards is a testament to Hanley’s dedication to improving healthcare through innovation. But this is just the beginning. Hanley Consulting are constantly looking for new ways to bring technology and data together to solve complex problems in healthcare.
Whether it’s through digital tools, data analysis, or consulting services, they are committed to making healthcare better for everyone.
As part of our ongoing commitment to innovation, Hanley are excited for the upcoming launch of their new EDATT product with AI integration. This move represents the next step in patient communication technology, featuring free-text AI integration and multilingual capabilities, ensuring that the digital assistant can communicate effectively with a diverse patient population. Our aim is to break down language barriers and streamline digital interactions, making healthcare more accessible and inclusive for all.
Contact Hanley
If you’re a healthcare provider looking to enhance your patient experience, we’d love to help.
Contact us today to learn more about our consulting services and how we can work together to make a lasting impact on healthcare: https://hanleyconsulting.co.uk/contact-us-4/
or visit https://edatt.io for more information on the EDATT Digital Assistant.
For those visiting Best Practice Show Birmingham 2024, Hanley Consulting will also be there to showcase their digital assistant.
