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Why

eMeet and Greet is a new NHS initiative included in the Elective Recovery priorities. NHSE describe this initiative as being developed to be a model of digitally-enabled pathway optimisation for patients who are waiting for an outpatient appointment for any specialty, via the NHS App. When a patient currently sees their GP, a referral is made to the hospital, but the patient often has no idea if a referral has been made or if they have been added to a team in the hospital. Patients are not engaged with or during the referral process leading them to make unnecessary phone calls into the referring service, when they are not clear what is going on with their care or where they are in the system. 

What 

PKB is the solution for hospitals to make digital contact with their patients, welcoming them to the trust and their PKB record (the patient's Personal Health Record). The patient will receive a letter informing them they are on a waiting list and a notification saying they have been added to a specialty team. It is also possible to inform patients of the referral and invite them to the team via SMS. Furthermore, PKB allows trusts to engage with patients during this waiting period, with a range of features available to offer an enhanced experience to patients at this time. To find out how PKB can deliver Enhanced eMeet and Greet click here.

How

When a hospital accepts a new referral, the trust sends the patient a referral document (letter) via their PKB record. The letter can be sent via a hybrid mail provider (e.g. Synertec) or by a customer using APIs to send documents directly to PKB and will always be accessible via the NHS App. 

It is possible for SMS implementation for an invitation to join PKB to be triggered by receipt of a referral letter via either of the above pathways.

When using the letter method, the patient receives an NHS App and email notification informing them that there is a new document in their PKB record and they have been added to a speciality team; patients click on the link or open the NHS App to view the letter confirming the referral and other essential information about the referral and upcoming hospital appointment. The SMS content will be agreed with the sending Trusts and will also direct the patient to the speciality team, ready to receive future content and other essential information about the referral and upcoming hospital appointment.

Example Notification

PKB eMeet and Greet Workflow

Current Problem

  • Patients don't know the referral has been accepted

  • Referral can be lost, and no one is aware

  • Poor patient and clinician experience

  • A large number of calls received by General Practice and Secondary Care administration teams from patients enquiring about the status of their referral

PKB Solution 

  • Targets patients waiting for an appointment with a hospital

  • SMS to patients in speciality referral

  • Increase the number of patients on an elective pathway actively using the NHS App

  • Empower patients and improve their satisfaction with the NHS

  • Prepare patients for their appointments and treatment

PKB Benefits 

  • Avoid a large number of calls to General Practice and Secondary Care admin teams

  • Patients are well-informed 

  • The hospital has a digital solution for sharing information with patients 

  • Hospital saves money on post and phone calls

  • Reduction DNAs 

Use Cases

Sussex ICS

In two acute trusts within Sussex went live with PKB's Standard eMeet & Greet solution. They worked with our Hybrid Mail Partner to automate adding patients into a speciality-specific team within PKB. This not only informs patients of their referral letter and which team they are on the waiting list for, but it also gives patients a range of information about their condition, living well and FAQs about the hospital they have been referred to. 

Key Features 

Hospitals will use PKB 's Events and Messaging feature when choosing PKB as the eMeet and Greet solution. Click here to view a full list of enhanced eMeet and Greet features.

Automatically Adding Patients to Teams

When sending referral documents, hospitals can use HL7 messaging to add patients to the relevant specialty team on PKB.

Events and Messaging 

  • Patients view any referral letter

  • Appointment letters and appointments

  • Patients have access to message their healthcare team (saving time on the phone)

  • The Admin team can triage messages. Either resolving or passing onto another speciality team

Events and Messaging Through The NHS App

Patients can access letters the hospital sends directly from within the NHS App via the events and messaging jump-off point (specific to PKB) via any web-enabled device.

Workflow 

PKB can do eMeet and Greet with waiting well and share decision tools for waiting list management. See the workflow below and ask your PKB PM for more details.

Example SMART Goals

Improve the hospital's communication with patients waiting for referrals to the hospital (by x amount) by contacting (number) patients via PKB to let them know their referral has been received and they are on a waiting list for x team (with content added to patients record on how to pre for appointments and upcoming treatment). Current referral letters received (%), compared with referral letters read in PKB after (months) post-going live. 

Reduce phone calls to GP or hospital booking team by (date) (... months post team go live) from (current phone call rates %) by sending patients referral information, letting them know the referral has been made and which team they are attached too by sending them a digital letter through PKB instead of by post or not at all. Current phone call rate (%). …. months post-going live, the team compared phone call rates with patients with and without a PKB record.

Further Information

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