Objective

The team aims to implement PKB messaging as the primary channel for non-face-to-face communication, replacing the current methods of telephone calls and email. This transition supports a more streamlined, accessible approach, particularly within the framework of Patient-Initiated Follow-Up (PIFU).

Currently, patients contact the team through calls or emails to ask questions, seek advice, or initiate follow-up for a flare-up or change of symptoms. The introduction of PKB messaging aims to enhance this interaction, facilitating better tracking, faster responses, and improved patient engagement.

Key Considerations

Before rolling out PKB messaging for PIFU, the team should define clear goals, expected outcomes, and identify baseline metrics, such as current communication volumes, staff workload, and patient readiness, to measure the impact and success of the implementation. Several factors must be carefully assessed to ensure a successful and sustainable transition.

• Patient demographics and digital literacy
  Assess the population's ability to access and use digital tools, including any barriers due to age, language, or technological access.

• Current workflows
  Map all current processes for patient communication (phone, email, paper letters). Redesign workflows to embed PKB messaging as the standard communication route.

• NHS strategies
  Does the implementation align with NHS England's digital transformation priorities, as well as local Integrated Care System (ICS) digital strategies for digital patient communications? Is there support or funding to support the roll-out.

• Team-specific communication needs
  Tailor the solution to address the particular needs of the patients. 

PKB Messaging for Patient-Initiated Contact

PKB messaging empowers patients to initiate direct, timely communication with the team, eliminating the need for phone calls or emails. This digital channel supports a range of a-specific needs, enabling patients to:

• Report flare-ups quickly for early intervention

• Ask medication-related questions, including side effects, dose changes, or prescription issues

• Request routine check-ins or share updates for ongoing monitoring

• Alert the team to rapid changes in symptoms, allowing for timely clinical review

Pre-Metrics for a Team

Communication efficiency and reducing administrative/staff burden

• Metric 1: Phone call volume for the Helpline/Nurse line/admin.

  • What to measure:

    • Total number of incoming calls to the speciality team advice line/specialist nurses/admin staff per week/month.

    • Categorise calls: e.g., prescription queries, appointments, information requests, changes or queries, symptom reporting or flare advice, test result inquiries, general administration.

    • Average time spent per call by staff. (Do current audits show these stats?).

  • Why: This is a primary target for reduction through PKB messaging and advanced questionnaires.

  • How: Call audit. 

• Metric 2: Email volume (if currently used for patient communication).

  • What to measure: Number of patient emails received per week/month and their common themes (similar to call categorisation). Time spent managing these emails.

  • Why: PKB secure messaging aims to replace less secure/efficient email communication.

  • How: Email audit of the reason for the non-face-to-face interaction. 

• Metric 3: Staff time spent on non-face-to-face communication.

  • What to measure: Staff/team diaries for a set period, estimate the average time nurses and admin staff spend daily/weekly on phone calls and emails for tasks that could be shifted to PKB. If a version of PIFU is already in place, what is the workflow and time spend on these calls and emails each week/month).

  • Why: To quantify potential time savings with pre and post-go-live metrics.

  • How: Current PIFU email and call audits. Staff survey.

Patient engagement and empowerment

• Metric 1. Current methods of giving health information:

  • What to measure: How do patients currently access their test results, clinic letters, patient leaflets and care plans? (e.g., % via post, % via phone call to nurse, % in-person, % via other existing portals if any).

  • Why: To establish a baseline for how PKB will change information access patterns.

  • How: patient survey, staff survey, team health information data and metrics. PKB can support the writing of a patient feedback form. Here is an example. 

• Metric 2 Baseline registrations of PKB

  • What to measure: What is the current patient registration rate and active usage?

  • Why: Provides a starting point if the organisation isn't new to PKB. (Patients who have a PKB record created in the Patient Record Team).

  • How: PKB reg and engagement stats. 

• Metric 3 Patient-reported understanding of condition and escalation plan/ PIFU pathway

  • What to measure: Conduct a baseline patient survey to assess their current understanding of their, treatment plan, and who to contact when they experience a flare-up or require clinical support from the team. 

  • Why: PKB aims to improve this; a baseline is crucial for measuring impact.

  • How: Patient survey, multiple choice or open questions. 

• Metric 4: Number of patient-initiated educational material requested 

  • What to measure: How many requests does the team receive for leaflets, website links, or other educational resources about management?

  • Why: PKB can host these materials, reducing the need for direct requests.

  • How: patient, staff survey, or call audit results. This audit can be conducted over a week or a month. 

Operational efficiency and costs

• Metric 1: Costs of phone and email communication.

  • What to measure: Current monthly/annual spending on postage, printing, and paper for patient letters.

  • Why: To quantify potential cost savings from shifting to digital communication.

  • How: Conduct a team paper audit to explore any green initiatives within the organisation for support and guidance. 

• Metric  2: Staff satisfaction

  • What to measure: Baseline survey of nurses and administrative staff regarding their current workload, particularly related to communication and administrative tasks, and overall job satisfaction and team morale.

  • Why: PKB aims to improve efficiency, which could positively impact staff morale and reduce burnout.

  • How: Staff survey. PKB can support the writing of this form. 

Methodology for collecting pre-metrics

• Data Audits: Review existing call logs, lengths, urgent calls per week, admin questions, and data questions

• Surveys: Develop short, targeted surveys for both patients and staff.

• Time studies and diaries, as well as current appointment recurrence time frames, for specific tasks, especially communication.

These premetrics can be adapted to suit any service or speciality. Please contact your Success PM for support with customising premetrics for your team