NHS Dumfries and Galloway has used a low code platform in the development of a messaging solution to update staff and patients on test results.
While the service is part of the health board’s strategy to digitise its communication systems, it was developed quickly in anticipation of a surge in demand for the results with the spread of Covid-19.
The board used the Patient Hub Result platform provided by its long term partner Netcall to create a service in which, when a patient’s results are uploaded, an SMS is sent to the patient to visit an NHS log-in page. On logging in the patient is sent a one-time code which they enter to view their results without having to contact NHS Dumfries and Galloway. They can check their status any time from a smartphone and view any follow-up guidance.
The system knows when a patient has read a message, which prevents the need for any follow-up action in routine cases, and has been integrated with the board’s contact centre.
For positive results a ‘request call back’ features has been added along with relevant NHS advice for managing Covid-19 symptoms. When an advisor becomes available the contact centre automatically places a call to the patient, and gives the advisor a screenshot of all the patient’s information.
The development was carried out remotely with minimal training of staff so the service could be put straight into action.
Improvements
NHS Dumfries and Galloway is now working with Netcall on improving the accessibility features of the platform to make it available to a wider range of users, such as vision impaired patients.
Graham Gault, general manager ICT of the health board, said: “It has been amazing to see how quickly the Result solution has been put in place, despite the challenges of remote working.
“We are already seeing the benefits and look forward to the implementation of the next phase in the coming weeks.”
Tony Britton, Netcall’s account manager with the board, said that while the service has been developed initially for the coronavirus response it can be used for a variety of purposes, such as appointment management and secure messaging.
Image by Tinh te Photo, public domain
