askmyGP

Leading the way in online GP consultation

Opening Hours: 9am - 5pm, Mon - Fri
Operates: Nationwide
We have been helping GPs to manage their patient caseload since 2011. Using online triage tools to prioritise and deliver care, askmyGP makes it easier for patients to get help from their own GP, and easier for GPs to give the right help.
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Address:

GP Access Ltd

70 Main Street

Cossington

LE7 4UW

Telephone:

01509 816 293 / 07939 148 618

Website:

Introducing the askmyGP online consultation and workflow system

The doctor-patient relationship lies at the heart of askmyGP, which keeps patients in touch with their registered GP practice. The clinicians at the practice use the askmyGP online triage tools to prioritise and deliver care by secure message, telephone, video or face-to-face appointment.

All patients or their carers can use askmyGP to contact their practice, in most cases via a link from the practice website. Patients explain their symptoms in their own words, allowing structured triage and consultation information to be passed directly to the practice.

Practices using askmyGP receive an average 57% of demand online. 62% of patient requests are resolved by secure message or telephone. 20% of patients search on self-care but no patients are turned away.

The askmyGP dashboard helps practices prioritise their caseload, regardless of source, including clinical priority flags. Triage and consultation models and templates are configurable to support the practice’s preferred workflow structure, subject to appropriate clinical governance.

Visit the askmyGP website to find out more

Case study – New Court Surgery

  • Location: Weston-super-Mare, Somerset
  • List size: 12,000
  • No of GPs: 5 partners (sharing 30 sessions a week) 3 salaried (sharing 14 sessions a week)
  • Demographic: typical English seaside town, many care homes, moderate deprivation, slightly more people of retirement age

Before launch

Patients complained about a lack of appointments and the time it took the practice to answer the telephone. While the staff believed that patients thought highly of the practice, they were frustrated that they couldn’t provide a consistent level of service.

For the clinicians, trying to manage patient care was difficult in a 10-minute appointment slot, given the complex needs and age of many of the patients.

Dr John Heather, senior partner at the practice, says: “Our aim as clinicians is to see people when they need to be seen and have the right amount of time with each one. Making more time available for the patients who need it is simply not possible within the conventional 10-minute appointment framework.”

While the team recognised that changes need to be made, there were concerns that a ‘digital first’ solution may mean loss of continuity of care with patients and that workload could increase

What happened next

The askmyGP team visited the practice to meet the doctors and staff to discuss their vision for the practice. After analysing anonymised data from the clinical system, askmyGP presented an overview of operations to the partners, together with the feedback they had gathered during their visit.

With an understanding of demand and capacity at the practice, a consensus was reached on how things could change for the better using the askmyGP online workflow system.

An askmyGP training partner worked with the practice to implement the system, including training for doctors and staff on how to sort and manage patient requests and a whole team simulation in preparation for the launch. A range of patient communications was developed, including leaflets, posters and messages for the practice website and phone to encourage patients to use the new system

Post-launch 

With askmyGP fully implemented at New Court Surgery life for the practice team has been transformed. Patients contact the practice by phone or via the practice website, with all requests processed through askmyGP. Doctors review all requests and allocate them to the most appropriate team member to deal wi 

Practice staff feel they are offering a much better and helpful service which has improved staff morale. As one member of the team said: “If I'm helping and satisfying patients and they are happy then I am happy.”

Dr Heather says: “There has been a massive improvement in the flow of patients through the surgery and patient satisfaction is generally very high. The clinicians are more in control and we are able to deliver good access alongside great care.

“Our face-to-face contact with patients is almost always appropriate and we can give patients the time we need. It’s a completely different way of working. With askmyGP we really are doing today’s work today.”

What the patients say 

“Super convenient to fill in the form and have a call with the doctor later that morning. Great that my issue was dealt with and prescription provided all over the phone.”

“Perfect for answering a brief question without taking up an appointment slot." 

“Having recently been unable to get an appointment for days to see a doctor this system seems very efficient and effective. Saves hours on the phone trying to get through to the surgery.”

Other company information
Email: [email protected]
Full Company Name: askmyGP
UK Company Number: 07814069
VAT Reg: 128 2280 27
Listed in the following categories:
New Suppliers
Software
Management Consultancy
Digital Health
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