Posted on: 17 June 2020
Access to health and care services has been a huge challenge with demand for services ever increasing. Following the coronavirus pandemic healthcare organisations across West Yorkshire and Harrogate Health and Care Partnership (WY&H HCP) have further embraced the opportunity to reach more people through digital technologies to prioritise, support and, where possible, treat people remotely and help clinicians, and health care workers to work safely and more effectively.
WY&H HCP covers Bradford district and Craven; Calderdale, Harrogate, Kirklees, Leeds and Wakefield and across the area almost 95% of GP Practices are offering people access to online consultation services and of these 99% have seen video consultation rapidly rollout in the last few months.
Cindy Fedell, WY&H HCP Digital Senior Responsible Officer said: ’In April, 13,781 online consultations took place across the area; offering people a quick and easy way to communicate securely and safely with their local GP about their health conditions. Whilst feedback so far has been very encouraging, we recognise that some people will still prefer to call or see their GP. This means that people can go online, call their GP and if required attend hot or cold COVID-19 sites in all our areas. On line access means that when people do call, phone lines and reception staff are more likely to be free’.
Communities and staff views on the benefits of digital technology have been considered. Helping to protect those at high risk and preventing the spread of infections and keeping people safe remains a WY&H HCP priority.
The service benefits from no waiting times and 24/7 access to trusted health and care advice at the person’s convenience, whilst offering access to symptom-specific self-help information and easy access to other local NHS and self-care services.
Of those who had submitted an online consultation 2,584 patients were signposted to other services and 1,890 patients accessed self-help information from the consultation service.
Rob Webster, CEO Lead for WY&H HCP said: ‘Using technology this way is an important part of the care we provide. It complements face to face and telephone advice. Technology has the potential to empower people through secure online access to clinicians, personalised health information and advice. The acceleration of digital technologies comes at a crucial stage for care and we must continue to meet the needs of all those who need help. This follows a recent decline in people accessing health and care services for fear of catching Covid-19. These fears could be deterring people who have genuine need and digital solutions gives all involved the opportunity to seek advice and reassurance’.
Further feedback has shown how following an online consultation made in the early hours of the morning ‘I was contacted within 7-8 hours of my initial request and seen the same day. I felt that the conversation was very personal. I was given time, a full explanation and reassurance. Actually, I felt important, and that I mattered’.