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Improving Patient Experience “Manage Your Referral” website by NHS e-Referral Service

Learn about the NHS e-Referral Service and how it is improving patient experience and safety at the 2019 conference. Expert speakers will discuss the national asset capacity and demand, patient application advice, referrals integration, and more.

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Improving Patient Experience “Manage Your Referral” website by NHS e-Referral Service

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  1. Improving Patient Experience “Manage Your Referral” website by NHS e-Referral Service Improving Patient Safety & Care 2019 Conference Radhika Rangaraju, NHS England Dr Michelle Durham, NHS Digital 6th February 2019

  2. NHS e-Referral Service National Asset Capacity and Demand Patient Application Advice and Guidance Referrals Integration Professional Application

  3. National call centre (TAL) Tablet/ phone/ PC The Patient’s Journey Appointment cancelled Patient asked to rebook Further care is needed Reminder sent by e-RS Patient Patient Attends appointment Patient The GP gives the patient the booking instructions GP opens e-RS and selects a short list of appropriate services with the patient The patient selects the place, date & time Books Appointment G.P.

  4. Our driver Improve patient experience Everyone accepted we needed a new patient booking website

  5. How we built “Manage Your Referral” Login Landing Page Select Clinic Select from a list of available appointments Review Confirm HAPPY PATH CHOICE CHALLENGE

  6. What we learnt Iterations Piecing Data Together User Preferences Universal Truths

  7. Our Offer – Empowering Patients

  8. Our Offer – Empowering Patients

  9. How are we doing?

  10. Looking to the future Patients – Manage your Referral Clinicians – Empower your Patients Save time

  11. Questions Radhika Rangaraju National Programme Lead, NHS England radhika.rangaraju@nhs.net Twitter - @radmad11 Dr Michelle Durham Clinical Lead and Clinical Safety Officer, NHS Digital michelle.durham1@nhs.net

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