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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

In-app baseline usability survey – 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.

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User profile

Q1. Which category do you identify yourself with?

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Monitoring trends

Q2. How do you currently monitor trends in your test results to support managing your condition?

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Overall experience

Q3. How would you rate your experience with monitoring trends in your test results within the NHS App?*

Survey – Baseline usability (round 2)

Survey 3 – test results communication

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-4138549

Outcomes

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.

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.

65% of patients said they can understand the blood results offered to them

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