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What

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. The purpose of the programme is for patients to receive proactive and prompt notification of their referral into NHS services. PKB is the solution for hospitals to make digital contact with their patients, welcoming them to the Trust and onboarding them into their PKB record. 

PKB allows Trusts to notify patients of referrals; it also provides the platform to engage with patients during the waiting period, with a range of features available to offer an enhanced experience to patients at this time. To find out more, please view Enhanced eMeet and Greet.

Why 

Currently, when a patient sees their GP or optician and a referral is required to the hospital, the patient is not always aware the referral has been sent or if it has been accepted. There is often little or no engagement with patients during the referral process and subsequent waiting time, which can lead to anxiety and phone calls to the referring service requesting to know where the referral sits within the system.

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

Two acute trusts within Sussex went live with PKB's Standard eMeet & Greet solution. They worked with their 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. 

They aim to target patients to enable further digital-enabled functionality to meet Enhanced eMeet & Greet functionality.

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.

Sending eMeet & Greet SMS

PKB will send SMS notifications for new referrals if all the following conditions are met: 

  1. The organisation has enabled the SMS referral flow 

  2. The organisation sent a new referral letter to the patient via HL7  (HL7 MDM T02 with the document type in TXA-2 marked as RL (Referral letter)

  3. The patient’s record has a mobile number but the patient has not registered 

  4. The patient is aged 16 or over

To learn more about how to use the PKB SMS functionality, click here.

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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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