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6.5. Auto alerts on GP systems

Example of an auto alert

Patient has a visual impairment. May need assistance when attending the practice. May need longer to get to the practice.

Good communication is a major part of the patient experience and practices will wish to treat all patients equally and respectfully. An auto alert system can be used to make receptionists and other members of the practice team aware of a patient’s particular needs and respond accordingly. For example, if someone with hearing loss is attending the practice, then the receptionist can make sure that he or she looks at the patient when they talk. This helps lip reading.

Benefits for practices

  • You have prior warning that a patient has a particular need and can plan ahead, avoiding communication embarrassments when the patient arrives.
  • Your practice can offer the right kind of assistance, which will be well received by the patient.
  • Staff members can be trained in awareness and guidance, which will contribute to their personal development.
  • Clinicians can plan the consultation appropriately and in advance, eg by having a SignTranslate ready to use.

How does it work?

Most GP systems provide auto alerts or flags that ‘pop up’ on the computer screen when a patient’s details are accessed. Some preparation may be required to ensure that your supplier has activated the auto alert function. If in doubt, contact your system supplier.

Benefits for patients

  • A personal service, responsive to their needs.
  • Reassurance that assistance can be,
  • requested or provided as a matter of course and they don’t have to ask for it.

Collecting patient information

Agree a process to collect the information, for example:

  • At initial registration, or during visits, ask the patient if they have any condition or requirement that needs particular help or assistance.
  • If a patient asks for your help, make sure you note it.

Groups of patients that could be considered for auto alerts

Sight loss

Everyone with a sight loss is not totally blind. Some people have residual sight, which means that they may be able to see light or dark, make out shapes or read material that is printed in a large font size. They may have problems getting around the practice or seeing traditional signs and room numbers.

It’s important to stress that they may also not be able to see a visual alert system that tells them when it’s their turn to see the clinician.

Hearing loss

Some patients may have a small amount of residual hearing. Therefore, people with hearing loss communicate in different ways: hearing aids, BSL, lip reading, etc. Make sure you use the right method for each patient, otherwise everyone will get frustrated.

Learning disability

As with hearing loss, patients with learning disabilities have a vast range of requirements. Good communication is vital. Recognise that people may get easily distressed in a surgery and will need to be kept informed of any unexpected changes. Partnership working is crucial with families, carers and advocates, and patient-centred planning.

Tip

Offer to book longer appointments for some patients as they may take longer to communicate to the clinician. Offer to co-ordinate any doctor and nurse appointments in one session, so that the patient doesn’t have to attend twice in a short space of time.

Tip

Patients may not know what assistance is available from you, but they will know the best way for them to receive assistance. So they need to be prompted to ask. If you agree to a method with them then you should use it every time.

Examples

  • When booking an appointment, the system prompts the receptionist to say, ‘I see that you have a visual impairment. Will you need an appointment at a particular time or need any help when attending the practice?’
  • Prompt the team to know what help to offer at check-in. For example, if the patients have hearing loss do they use BSL or do they lip read? If the latter, remember to look at the patient when speaking! If they have sight loss, use their name so they know it is them you are speaking to.
  • Prompt the need for a member of staff to guide the patient from the waiting room to the consulting room and collect them afterwards. They may not be able to see or hear the visual or audio alerts or navigate the route to a consulting room.
  • Prompts for information, particularly about prescriptions and medicines, to be given in an appropriate format, eg large print, symbol /picture format for the visually impaired.
  • The system should prompt the receptionist to double check that a person has understood the date and time of an appointment offered either over the phone or in person (eg ‘could you just confirm the date and time back to me?’).

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