Patients confused by different URLs for different clinical services, and data protection issues with emailing patients

Poor internet connectivity at patients’ home (see also Pharmacy Anywhere section below)

Confusion over patient appointment letters

Created single website entry point, tested design and content

Introduced Near Me clinics in NHS premises (phase 1)

Multiple letters tested to try to reach clarity on location of clinic and information about Near Me service, within constraints of TrakCare electronic medical record system options

Who should undertake the virtual receptionist role

Patient transferred to incorrect waiting area

Unscheduled calls

Tested role in patient booking service then outpatient reception team

Introduced patient identification via TrakCare

System for unscheduled calls introduced

Need to identify patient appointment type, location of patients and location of clinic

Confusion over how to build clinics

Services wanted to be able to provide mixed clinics (some face to face, some Near Me)

Tested various options for patient appointment and location types, and reporting in TrakCare (one of most complex parts of service)

Created training materials, multiple versions tested involving many people

Tested mixed clinics (first time used in Highland)

Need for single system for anyone to book rooms

Need for multiple clinical services to run Near Me clinics at remote sites at any one time

Tested system in Computer Aided Booking System

Multiple versions of schedule produced. Most complex part of system

Need for rooms to be appropriately equipped

Image clarity was poorer with tablets than with computers

Device settings kept being changed

Tested various types of equipment

Use computer and webcam instead of tablet in clinic rooms

Introduced system for checking settings before clinics

Need to create Near Me clinic rooms from disused office space

Screen size, webcam selection, angling of cameras, speakers etc identified issues

Identification of correct clinical equipment

Tested single room before defining estates specification. This included testing different lighting, flooring, sound reduction, paint colours.

Tested various types of equipment—larger screens installed, tested various webcams, tested clip tripod and various speakers

Ran multiple clinics with multiple services to identify all clinical equipment needed, trolley with list defined, plus large equipment (examination couch, bins, privacy screen, etc)

Clinical services identified need for appropriate clinical support in calls

Defining role, creation of job description

Training of healthcare support worker

Systems needed to enable remote authorisation by clinicians

Role developed over multiple clinics, as full extent of role became clear (different for each service)

Role and job description drafted and refined with each clinical service. Role linked into existing outpatient department

Core training defined with further training on a service by service basis

Testing systems for remote requesting of blood tests and images

Need to create a single service manual for NHS Near Me to deliver consistent service and reduce variation

Need to make manual widely available

Single process manual created involving 21 key contributors and many more other contributors. Went through multiple tests of change, from 6-page starting point in Jan 2018 to final 39-page document in May 2018.

Intranet site for manual tested and simplified following feedback

Need for guides for patients, clinicians, virtual receptionists plus troubleshooting guide

Need for public relations

Guides created and tested, refined and then added to intranet site

Presentation given at 20+ events, refined each time.

Film created and then shorter version created on feedback.

Twitter account created