Case Studies and Testimonials
Online Video Consultations are great for assessing children
“We want to do everything through FootFall and do total online triage”.
An interview with Dr Ester Sanderson, Springfield Medical Centre – Eccles, Manchester
Springfield in Eccles has just over 10,000 patients and successfully implemented FootFall in March 2020, as part of a planned CCG-wide innovation project. FootFall was being brought into Springfield originally in March to save doing so many face-to-face appointments. Then the pandemic arrived so it came at the perfect time.
“I use it lot for children, you can eyeball kids to see them running around and see how fast they are breathing as a lot of an assessment of a child is just by looking at them.”
What has surprised her is “I thought I would use it for mental health, but people tend to prefer to use the telephone”. We were interested to learn how many ‘Footfalls’ Ester does and its between 1 and 3 video consultations per day and some clinicians do more.
The way it works at Springfield is that they have specific FootFall slots, where one of the Receptionist triage the request and if it needs to go to a GP it is booked into a FootFall video slot. So, if they need do need a video call, they can do it there and then, rather than replying ‘book a telephone call’ which defeats the purpose. They were very conscious that they didn’t want to create another lane of traffic adding to their workload, so this process works for them. She feels too that there needs to be more recognition for GPs, as this is a completely different way of consulting.
“Extra time hasn’t needed to be added to GP’s days to accommodate FootFall video appointments because we converted our unused face-to-face emergency appointments to FootFall slots, so they have 10 minutes. So, if it is not a FootFall it would have been a telephone appointment anyway, and if you don’t need to ring them – bonus!”
Back office processes
FootFall can be ‘absolutely amazing’ in the back office. For new patient registrations they don’t have to ring them anymore, patients can fill in a form themselves online and send in their ID. Springfield has also started doing remote Asthma reviews, “ the asthma forms are fantastic”, Ester customised their asthma remote review form for her surgery and it works well. But she goes on to say that there is still a desire from staff to ring patients, for example, to explain the difference between types of inhalers to an 80-year-old instead of explaining in writing. The new process requires a change in mindset.
Ester admits that it would have been nice to have some face-to-face training for the admin girls. But given the timing of lockdown this wasn’t possible. Also, they have struggled to update everyone internally on the changes. Having said that Ester thinks our remote tutorials are great. “They are short, and I can forward them to the girls instead of me having to show them”.
“All these different features are fantastic but the reality of bedding that change in is a challenge because some people get it straight away because we have a range of digital literacy within GPs”.
As with any significant workplace implementation people are getting more used to it, but initially staff don’t know how it’s going to work, because its new. Going forward Ester suggested that her practice could have video appointment slots that patients could request. Ongoing training is still needed to explain how to use FootFall video and where its place fits.
In terms of educating patients on how to use the system. Going forward they will share FootFall videos and tutorials from the Silicon YouTube channel on their social media channels to help with the uptake in video appointments and their desired move towards total online triage.
They are used to touching a problem once and getting it done. When waiting for patients to send photo or a response sometimes 5 pm comes around and patient still has not replied. This is a completely different way of working. There needs to be more recognition for GPs as this is a completely different way of consulting. The benefits is that “If you can get your head round that fact that you don’t need to finish it now now now then I hardly ring any of mine now, which is great.”
“The ability to send photos and documents on FootFall has been a massive help too. The photos are so much better than video for rashes. Patients sending photos is great too as you can receive a before and after photo.”
“People put things on FootFall that aren’t urgent, but urgent isn’t a thing anymore”. This practice is not booking routine appointments; instead, are trying to do everything on the day. So, if patients need to see someone in two weeks, Ester recommends patients should ring up in two weeks or put a FootFall request in. There are a few practices who, if you ring up the Receptionist will fill out a FootFall for you.
Patients also need to understand that just because it has been logged on FootFall, they won’t get an instant response. Response times are set by each practice to whatever is decided is an appropriate time to respond. This response time is clearly communicated on the form before completion and helps patients to understand when they can expect a response.
Currently though, if patients have not had a response within an hour, they still ring up for a telephone appointment. Essentially patients still need a little time to get used to the new process. If they are expecting a communication from their practice, they should check their email first, instead of reaching for the phone, as it may not be a telephone response they receive. However, Ester says they haven’t had any negative feedback from patients using the video consultations. “This is a change of process, but patients love it.”
“Yes, I would definitely recommend. I really want to have everything go through FootFall”.
For the time being some patients continue to ring up when they should instead fill out a FootFall request instead of using FootFall. If they did complete a FootFall Clinicians could just reply to the request online or the receptionist could reply. This is only something that will change over time as the new process becomes familiar to everyone.
Online Consultations with your GP in Norfolk and Waveney
An interview with Strawberry Hill Medical Centre
Ali, an administrator at Strawberry Hill Medical Centre is responsible for looking after patient requests that come via the FootFall dashboard, which can number anything from a handful a day or 20 to 30 that arrive overnight. “Dealing with them is a speedy and simple process and fits easily into Ali’s workload. Ali applies the same methodology that would be applied to a phone call. The request is either dealt with or referred onwards to a clinician”.
“The doctors say they can process three or four FootFall enquiries in the time it would take them to see a patient, so as well as channelling enquiries away from doctors when possible, those queries that they need to deal with can be dealt with by a clinician quickly.
When patients put an enquiry through, they receive an automated reply telling them they will receive a response within a set time frame. In practice, Ali is able to deal with most enquiries within the day. Indeed, sometimes she responds within minutes.
Patients say they appreciate the convenience of the service, which they can access at any time, and also the speed of the responses. Ali said: “Our doctors are very good at mentioning the FootFall service to patients as a way of promoting it to them. Those who are already using it are extremely positive and tell the doctors they like it.”
So does Ali have any advice for fellow professionals who are launching, or considering launching, a FootFall website? “We really love having FootFall, as you can tell. I’d just suggest people make the most of it and remember it can evolve,” she said. “Since we introduced FootFall we’ve added on asthma review forms, alcohol screening and smoking screening. This all saves us time and the patients appreciate not having to come into the surgery unnecessarily.
“Here in Newbury, we have a centralised maternity hub, which all pregnancies are referred to. So pregnant women can refer themselves via FootFall, to be contacted by a midwife. So, when you’re pregnant, you no longer need to visit the doctor first!”
Since introducing FootFall in February 2016 they have seen a significant shift in patient behaviour, with over 30% of their patients regularly accessing their FootFall site each month.
Gary Hughes, Business Manager at Waterfield Practice said: “Patients love the new online way of doing things and have quickly come on board with this way of contacting us online. Within the first few weeks of launch we were receiving a significant number of requests online.”
Chapel Row Surgery
Dr Jimmy Lennox GP Chapel Row Surgery
“The triage element within FootFall has led to increased practice efficiency. It has helped clinicians to plan their day and deal with less urgent questions from patients online rather than seeing the patient or speaking to them on the phone.” “In all areas of the practice it gives more time to answer patient requests and to do so at a time that is convenient for the practice rather than ‘on demand'”. “It gives the practice a tool with the potential to re-distribute workload away from appointments and busy surgery times.”
In the News
GP practice reduces appointment waiting times by 90% with new online system.
Fakenham Medical Practice, in Norfolk, said patients who had to previously wait four weeks for a face-to-face appointment can now expect one on the same day or within 72 hours.
The online system, called FootFall, which patients are encouraged to use, lets them report symptoms or ask their practice questions at any time. The practice then, during working hours, looks at the request and responds within a certain time-frame and connects them with the right person or support…