Digital Inclusion in Primary Care Transformation

Digital Inclusion in Primary Care In Autumn 2020 the Primary Care Digital Transformation business case was approved, allowing the creation of the Manchester GP Digital Development Team), including the role of Digital Inclusion and Engagement Project Manager 7/4/2025 1

The Digital Transformation Group (DTG) Inclusion & Inclusion & Engagement Engagement Team Team Programme Programme Manager Manager Digital Inclusion & Digital Inclusion & Engagement Engagement Business Change Business Change Digital Facilitators Digital Facilitators Focussed on identifying and developing a response to the inequalities that a digital health care offering has produced. Focussed on GP practices, to establish their specific needs, and assess the new demands created by the digitisation offer. Focussed on the process map employed by practices with a view to highlighting a better more efficient way of reaching patients.

The Digital Inclusion & Engagement The Digital Inclusion & Engagement projects to date projects to date Including Everyone A series of illustrated case studies: Five Oaks Practice Pilot Scheme Online Road Show Flu Jab clinic partnership Community Online Health Fund

Five Oaks Practice Pilot Scheme Five Oaks Practice Pilot Scheme Our Partners Our Partners Manchester Adult Education (MAES) Manchester Adult Education (MAES) Manchester City Council Work and Skills Team Manchester City Council Work and Skills Team (MCC) (MCC) Drawing upon the wealth of experience from Drawing upon the wealth of experience from MAES we agreed to avoid the words digital , MAES we agreed to avoid the words digital , lessons and any form of formal learning term. lessons and any form of formal learning term. Working closely with MCC we agreed that they would Working closely with MCC we agreed that they would provide a device for each learner. These were to be used in provide a device for each learner. These were to be used in every session and upon completion the learner took the every session and upon completion the learner took the device home. device home. Learning from MAES that learning on the device to be used Learning from MAES that learning on the device to be used is beneficial is beneficial We agreed on Fun Sessions hosting 2 a week for We agreed on Fun Sessions hosting 2 a week for 4 weeks. 4 weeks. Five Oaks Family Practice Five Oaks Family Practice Manchester City Council Libraries Manchester City Council Libraries The Practice Manager had expressed interest in improving The Practice Manager had expressed interest in improving their digital services and through an introduction by the their digital services and through an introduction by the Neighbourhood Lead the Pilot began. This allowed us Neighbourhood Lead the Pilot began. This allowed us greater access. greater access. We were hoping for a cohort of 10 patients but due to We were hoping for a cohort of 10 patients but due to unexpected circumstances 5 attended. unexpected circumstances 5 attended. Working with Manchester Libraries allowed us to Working with Manchester Libraries allowed us to offer the sessions in close proximity to the GP offer the sessions in close proximity to the GP Practice. Beswick library offered a room for the 4 Practice. Beswick library offered a room for the 4 weeks, however the weeks, however the WiFi WiFi wasn t strong enough and wasn t strong enough and we had to use MiFi dongles from MCC. we had to use MiFi dongles from MCC. 4

Five Oaks Pilot Scheme Insights and recommendations Five Oaks Pilot Scheme Insights and recommendations The patients The patients The practice The practice Recommendations Recommendations Insights Insights Insights Insights Recommendations Recommendations Support for all practices so this process is easy to employ. Standardisation of the process for patients to register online across all practices. Place-based support to help residents to move past the first hurdles of getting online 1-2-1 training may be most effective. Drop- ins as opposed to a course structure Barriers to accessing Apps the need for specific ID, video filming, codes from GP practice require intensive support The process for registering a patient online was unclear and differed between staff members. Perception of the changes in Primary Care is frightening to many patients. A lack of understanding around the benefits of digital services to both patient and practice resulting in poor engagement and little promotion Support to better understand the benefits of patient engagement with digital and the positive impact it can have on practices. Finding a vehicle to keep patients in the loop of change and not just at the other end of it. Success will be incremental and future funding and respective KPIs and outcomes need to reflect this. Managing expectations by re- framing what success looks like Bottlenecks identified around appointment making, online form processing and demand management. Comprehensive process map of practices to identify persistent bottlenecks and work to remove and improve response Progress was slow and interrupted by patient availability and ability and a lack of interest in longer sessions Further support to improve awareness of the tools that are available to support and improve internal processes e.g. iGPR A lack of understanding as to what the longer term plans for digital services are for staff within practices Consideration for those patients who will not be accessing their healthcare online Embedding the reality that digital is not for everyone 5

All learners now have access to the NHS App excluding one whose name was incorrectly spelt All learners have been able to generate the COVID-19 vaccination proof via the NHS App One learner wishes to continue learning to become a digital mentor The Successes Two learners have approached the practice for logins for their spouses Three learners have ordered and received repeat prescription One learner has joined the library MAES are now running drop-in Digital Skills sessions at Beswick library every Tuesday afternoon. One learner downloaded Headspace and took 10 minutes of the class to have rare quiet time One learner wishes to attend the drop-in sessions

Digital Facilitator/ Digital Facilitator/Redmoor Redmoor Health Health Bitesize training Bitesize training As a result of the Pilot As a result of the Pilot Scheme, and the work carried Scheme, and the work carried out by the Digital Facilitator, out by the Digital Facilitator, five bitesize training modules five bitesize training modules have been created for have been created for practice staff. practice staff. Bitesize Part 2 Bitesize Part 2 Bitesize Part 3 Bitesize Part 3 Bitesize Part 1 Bitesize Part 1 Patient Online and Patient Online and Proxy Access Proxy Access Patient Sign Patient Sign- -up and online registration online registration up and GP Online Services GP Online Services Understanding the benefits to the patients Understanding the benefits to the practice Understanding how to promote online services within practice How to set up Proxy access Understand the importance of patient carer s, relatives, care Home s and pharmacies having access to their medical record, the benefits to them, and the NHS system How patients access their GP online, their online record. How to configure and set up a patient for using online services at point of registration They have been designed to They have been designed to provide clear advice on ways provide clear advice on ways to effectively help patients to to effectively help patients to access all of the digital access all of the digital services now on offer. services now on offer. Bitesize Part 5 Bitesize Part 5 Bitesize Part 4 Bitesize Part 4 Redaction Redaction records /SARs/Medical reports /SARs/Medical reports records Monitoring Uptake of Monitoring Uptake of Online Services Online Services POMI data explained EMIS searches to support monitoring Understanding key barriers for staff How to continually promote What are SARs/medical reports and records Understanding what redaction is How to screen medical information from the record MAES are now running MAES are now running successful weekly drop successful weekly drop- -in sessions at Beswick library sessions at Beswick library in 7

The Digital Inclusion & Engagement The Digital Inclusion & Engagement scheme of work scheme of work The learning from the Pilot Scheme highlighted the need for considered support within the community around accessing digital services. As a result, we are funding 14 community groups to support their members to develop confidence to: Access health Apps e.g. Diabetes My Way App, COPD APP, NHS App and to access GP online services Community Online Health Fund This will be a collaboration to ensure they receive support on all the digital products their communities may wish to use.

The Digital Inclusion & Engagement The Digital Inclusion & Engagement scheme of work scheme of work As we continue to progress the digital inclusion work, we do so in the knowledge that GP practice staff are incredibly busy at this time. In order to pursue our aim amplify the voices of those communities facing barriers, we chose to take a creative route to get the message across. Including Everyone A series of illustrated case studies: Working with an illustrator we are interviewing members of our priority communities to allow them to tell their story, to share the things that aren t working and to offer solutions where they can be found. Their story will then be translated into a graphic book, entitled Including Everyone, and a series of short moving stills that will become part of practice staff training.

The Digital Inclusion & Engagement The Digital Inclusion & Engagement scheme of work scheme of work Partnering with MCC, MAES and Citizens Advice Manchester we attended Barlow Medical Centre to set up our respective stalls during a flu jab clinic. MAES to show what digital skills courses are on offer across the city. Online Road Show Flu Jab clinic partnership CAM to flag the Priority Services Register to members of the community who could be saving money on their energy and receiving support if they require it. MCC to show what initiatives Manchester City Council and Libraries are offering across the city.

Digital Inclusion going forward Digital Inclusion going forward Every community has different experiences and expectations, and our ambitions must reflect this. Identifying inequities and variables across GP online services and understanding what we can do, where and when. Building robust, yet flexible, Digital Inclusion strategies, with the aim to achieve legacy and nota series of quick fixes. Future proofing our work - The work isn t going to be one major programme; it will be a series of iterative change programmes that yield incremental successes. Collaboration and discussion the bedrock of future successes 11