We’re pleased to announce that Humber Teaching NHS Foundation Trust (HTFT) has signed a three-year, Trust-wide partnership with Accurx.
We’ll be working together to embed digital ways of operating across the Trust and implement transformatory service redesign, to optimise efficiencies across patient pathways, improving productivity and patient experience. The Trust chose Accurx due to our rich integration with their new EPR system that all services at the Trust will be on by early 2025, as well as our NHS App integrations and suite of easy-to-use communication tools.
Basic digital communications
As a starting point, the partnership will ensure that all services have basic digital communications in place. Currently, HTFT sends all patient letters via post. With Accurx, they will have the ability to send them digitally, via SMS or email. This will help to reduce printing and postage costs as well as save staff time. It will also help to improve the patient experience, as patients will receive important information in a more timely manner. HTFT will also convert paper questionnaires sent to patients via post into Accurx digital questionnaires sent via SMS or email. Alongside time savings and improved patient experience, this will ensure there is a more robust audit trail which is captured in the patient records. They'll also implement automated SMS appointment reminders through Accurx, to help reduce DNAs.
For patients who cannot communicate digitally, HTFT will ensure they are identified and supported so that no one is missed. However, records show that many of the Trust’s patients already use Accurx when communicating with their GP, and so we have shared confidence that for the majority this will be an extension of what they currently use.
Waiting list validation
To ensure waiting lists are up-to-date and accurate, the Trust will conduct waiting validation through Accurx. This involves sending batch SMS messages to patients on waiting lists asking if they still need their scheduled appointment or not. If a patient can’t or doesn't respond, they remain on the waiting list and will be clinically validated or contacted by phone.
Transformatory service redesign
Once the basic digital patient communication methods are in place and the waiting list is being validated on an ongoing basis, Accurx will support the Trust with transformatory service redesign, to help create capacity by avoiding unnecessary appointments. Accurx will work closely with services to understand their biggest challenges and priorities, and will provide hands-on support to implement digital solutions to help address these. This could include using questionnaires to deliver asynchronous follow-ups, through sending it via SMS to collect information about a patient's symptoms. This avoids an unnecessary follow-up if the patient is well, and can identify patients who require more detailed assessment. Teams will also explore using patient initiated contact forms, allowing patients to get in touch digitally at a time that suits them rather than having to call during office opening hours. This might be to self-refer to services, request a follow-up appointment or to ask an administrative query. This will help teams to more easily manage and prioritise inbound requests.
Overall, the partnership will help the Trust to improve patient experience, save staff time and optimise efficiency across patient pathways to improve productivity.
Julie Crockett, Deputy Chief Information Officer at Humber Teaching NHS Foundation Trust, said: “We are pleased to announce our appointment of Accurx to support patient communication and engagement through our services. Accurx will enable our Trust to optimise efficiency and develop the technology capabilities of how we communicate across all services and divisions.”
Dr Satya Raghuvanshi, VP of Clinical at Accurx, said: “We’re thrilled to be working in partnership with Humber Teaching NHS Foundation Trust. Given how important it is for Community and Mental Health Trusts to be able to communicate seamlessly with their patients and primary care, we are excited about the work we’re doing with the Trust to create additional capacity and deliver a more consistent experience for patients across the NHS. We look forward to sharing the results of this work over the coming months.”