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Introduction
University Hospitals Sussex NHS Foundation Trust carried out a survey among their patients who have registered with a My Health and Care Record account.
The purpose of the survey was to assess patients' current experience and involvement in using the portal, powered by Patients Know Best. It aimed to find out what areas patients found most useful and which they wanted more interaction with. The results shown in this case study are based on those who responded to the survey, which was sent to approximately 300,353 patients in April 2023.
Qualtrics Survey- Hba1c graphing
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Benefits Sussex found for sharing test results
Improved Patient Experience: Access to quicker test results
Efficiency for Staff: Reduced burden on clinical and administrative staff by decreasing the number of patient enquiries and enabling the design of remote management pathways.
Real-Time Information: Quicker access to information from other Trusts.
Patient Empowerment: Patients feel more in control and confident in managing their health conditions.
Enhanced Communication: Patients can receive further information about their blood tests and are advised to contact their clinician if concerned.
Remote Management: Allows the development of remote management pathways, reducing the need for hospital visits and enabling quicker responses to concerning results.
Outcomes
The Trusts outlined numerous many benefits for both clinicians and patients, including:
Reduced burden for clinical and administrative staff in responding to enquiries.
Quicker access to medical information from other Trusts for clinicians.
Enhanced patient experience through real-time results and gaining a sense of control.
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Over 70% of patients rated PKB highly - scoring it 4 or higher out of 5. |
Detailed results for patients provide a deeper understanding of the condition.
Increased confidence in patients managing their health condition.
Able to click the name of the blood test to be directed to “lab tests online” (recommended by the NHS), providing further information about the tests.
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65% of patients said they could understand the blood results offered to them |
Baseline usability outcomes
On the 12th April 2024, a Qualtrics survey was launched for 7 days on the NHS app’s Hba1c test results pages, specifically when users click on the ‘view all test results’ link. Users answered 3 questions about their current experience monitoring trends in their test results on the NHS app.
User profile
Q1. Which category do you identify yourself with?*
Monitoring trends
Q2. How do you currently monitor trends in your test results to support managing your condition?*
Overall experience
Q3. How would you rate your experience with monitoring trends in your test results within the NHS App?*
You can read the full survey findings in this PDF
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Baseline usability (round 2)
What is the purpose of your visit?*
Was the test result clear to you?
You can read the full survey findings in this PDF
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Survey 3 – test results communication
viewTest results communication (survey 3)
On November 15th, they ran a one-day Qualtrics survey on the NHS app's individual test results pages. Participants answered seven questions, including one conditional question. The aim of the survey was to understand patients' current experience and preferences regarding test result communication.
User profile
What is the purpose of your visit?*
How would you like to find out if your test results are available for you to view? *
You can read the full survey findings in this PDF
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University Hospitals Sussex NHS Foundation Trust Survey Results
https://patientsknowbest.com/2023/09/15/the-benefits-of-providing-more-data-to-patients-and-improving-the-patient-experience/Press Release
https://www.sussexexpress.co.uk/news/a-quarter-of-the-sussex-population-have-access-to-real-time-health-records-4138549Outcomes
The Trusts have documented many benefits for both clinicians and patients:
Reduced burden for clinical and administrative staff in responding to enquiries.
Quicker access to medical information from other Trusts for clinicians.
Enhanced patient experience through real-time results and gaining a sense of control.
| Info |
|---|
Over 70% of patients rated PKB highly - scoring it 4 or higher out of 5. |
Detailed results for patients which provide a deeper understanding of condition.
Increased confidence for patients in managing their health condition.
Able to click the name of the blood test to be directed to “lab tests online” (recommended by the NHS) providing further information about the tests.