physiotherapist appointment Archives - Page 3 of 3

Handing power to patients and professionals

As the fallout from the Francis Report continues to echo around the health sector it was refreshing to note an event recently which was purely aimed at innovating health care rather than indulging in recriminations. Think tank Reform got together with Imperial College’s Institute of Global Health Innovation to draw attention to some of the positive innovations around the world which we may be able to learn from within the UK’s health sector.

Acknowledging that innovation can be defined in many ways, the event focused on three fundamental innovations which could improve the quality of care and patient outcome throughout the health service; workforce innovation, self care and personalised medication.

A shift towards personalised medication is only possible thanks to the leaps which science has taken in understanding the human genome. With a greater understanding of personal risk factors comes the ability to target treatment on an individual basis. We are already starting to see the benefit of targeted treatments in areas such as cancer and as our understanding grows the potential for more effective treatments is limitless.

Personalised medication does in part require a buy-in from the patient in understanding the risks of certain life styles and family traits and the next step is logically to encourage patients to take more responsibility for their care. Self-diagnosis, arranging appointments directly with health professionals such as physiotherapists, managing self-treatment programmes is a step forward in understanding for patients but it will help to streamline the health service and target care where it is most needed. For example, a patient with muscle or ligament damage needs to see a physiotherapist or osteopath straight away and making them travel the health nurse/doctor route first is a waste of resources and time.

This leads on to the third and most important change which the UK’s health services desperately needs, that of workforce innovation. Doing away with rigid hierarchies and instead focusing on the individual patient means doctors, health care workers and support services all providing a flexible individual service. Beacon Health Strategies, working with the poor, elderly and mentally ill in the USA has done just that. Over three years the flexible approach has reduced emergency hospital appointments by 60%, reduced suicide rates by a half and got 44% into work.

Innovation within the health sector won’t be easy. It will require a sweeping away of the old hierarchies and a combined doctor/health professional service which is flexible and focused on patient care. Those health professionals who have taken steps to outsource telephone answering, diary management and patient records and who are therefore able to maximise the time which they spend on patient care are in a perfect position to step forward into the new innovative, personalised era.

Cutting physiotherapy waiting times

A study led by Bristol University professor Chris Salisbury has shown that using the telephone to make initial physiotherapy assessments can cut down not only on missed appointments but also on waiting times. The trial compared the outcome for patients who were offered an initial telephone assessment against those who waited for a physiotherapist appointment.

The study concluded that some patients can be managed entirely by phone but that despite the faster access to treatment, overall satisfaction levels remained unchanged. However, the Bristol University press release did stress that this evaluation was only one element of an overall requirement to examine treatment options for an increasingly elderly and immobile population.

Interestingly Salisbury NHS Foundation Trust has also released a report which shows that using a follow up telephone service can cut down the number of wasted and missed appointments within its urology service. Whilst these are just two examples, they do illustrate the way in which the telephone is playing an increasingly important role in the health practitioner/ patient relationship.

However, the more that patients come to expect telephone communication, the more they will be dissatisfied when phone calls remain unanswered. This poses a dilemma for the health practitioner. On the one hand they are expected to be on hand for patient calls; on the other, they don’t want to interrupt consultations to answer the phone.

The answer is to delegate their phone answering and appointment booking service to a specialist virtual receptionist service. With the receptionist handling calls, making appointments and sending out reminders the health practitioner can concentrate on treating their patients. And if telephone consultations are on offer, these can be booked in the same way as any other face to face consultation. After all, even telephone consultations need to be paid for and managing these in the same way as ordinary consultations via a booking system helps to ensure that invoices are raised and that no income is lost.

Another advantage of offering pre-appointment phone consultations is that the physiotherapist or other health practitioner can gauge the optimum treatment time, meaning that diaries can be more effectively filled, reducing wasted time between appointments. Whether or not patients can be treated via the phone will depend very much on the nature of their problem but what is certain is using a virtual receptionist to answer the phone enables the practitioner to concentrate on treatment in all its forms and that can only be good for the patient and the health service provided.

A culture of compassion

Following a number of high profile reports into the standards of care within the NHS the Prime Minister has announced a package of measures which are aimed at raising the standard of care provided by health services. Alongside measures such as improved training for dementia carers and a defined career pathway for care assistants comes a vision for strengthening district nursing.

The attention grabbing element of this new package is the introduction of a “friends and family” test which will encourage patients to report back on hospitals. Designed to be in place from April 2013 the test will then be gradually rolled out over the rest of the health service.

The measures have been broadly welcomed by health bodies with the NHS Confederation chief executive, Mike Farrar, saying that “we have got to ensure that a culture of compassion is running through the veins of every place that provides care, no ifs, no buts and no exceptions.” But whilst greater training and a renewed emphasis on care and compassion is a major step forward, there still remains the twin challenge of providing patient care whilst coping with the day to day paper work and interruptions.

A survey of social care workers in 2012 revealed that just 15% of time was spent in face to face meetings with clients with the rest of the time taken up with paperwork, phone calls, travelling and other meetings. If that figure were to be reflected across the health sector then there is precious little time available for patient care.

This time challenge is one which is not simply confined to those working in the NHS, but is also a problem for those providing other health services such as physiotherapy and osteopathy. For them, every minute spent on paperwork and answering calls is a non-earning minute which is spent away from patient care. This is where the services of a virtual receptionist can make a difference. With calls being diverted to a virtual receptionist the clinician can concentrate on providing treatments.

With diary management and patient records also being taken care of, the percentage of time spent on patient care can soar. More time means the ability to provide full treatments to more patients; it means less of the “next please” and more holistic treatment of the person not just the symptoms. In short more time means that clinicians can step up to the culture of compassion demanded and in the process help to take health services to the next level.

Combining therapies

We are constantly reminded about the way in which regular exercise can improve our overall health. Now researchers in America have published the results of a survey of 10,000 people into the benefits of exercise, for those taking statins to lower cholesterol and prevent heart disease.

The researchers found that middle aged people who take regular exercise, such as 150 minutes of brisk walking or cycling per week, are 50% less likely to die in the next ten years than those who take statins and don’t exercise. Those who combined exercise with statins were 70% less likely to die in a ten year period than those who simply took statins.

The results add to a growing body of evidence on the way in which even modest amounts of exercise can help to lower cholesterol and prevent diseases such as diabetes from developing. In commenting on the study, Natasha Stewart, senior cardiac nurse at the British Heart Foundation told the Daily Telegraph that the results showed that combining exercise and statins could “provide a winning combination to further improve your heart health, with higher intensity exercise possibly offering more protection.”

It is generally recommended that anyone with high levels of cholesterol or who has lived a sedentary lifestyle take advice from a health practitioner before starting on an exercise programme. This may not necessarily be the local GP, with many GP practices offering support services for a range of conditions. As with any health issue it is important to call on the service which is most appropriate and indeed the NHS Choose Well campaign is designed to help patients to choose the service which will meet their needs.

The aim of the Choose Well campaign is to free up A&E departments to concentrate on those who have a critical or life-threatening need whilst ensuring that all patients receive speedy treatment. For health practitioners such as osteopaths and physiotherapists this may result in patients taking more responsibility for their treatment and calling direct for appointments.

This is where a virtual appointment service such as Clinic Appointments can come in handy. With Clinic Appointments’ trained receptionists taking calls and making appointments, health practitioners can maximise treatment times whilst eliminating missed calls. So, whether you are treating patients who have responded to Choose Well and made appointments direct or coping with the aftermath of a sudden rise in exercise by the middle aged, you know you can concentrate on what you do best without worrying about diary management or missed calls.

Proactive phoning

A trial of a new telephone system has found that contacting patients by telephone can help to spot early warning signs as well as cut down on unnecessary hospital appointments. The study into patients with Chronic Obstructive Pulmonary Disease required patients to input answers to a series of questions using their key pads with the results being analysed by doctors.

This regular contact not only alerted doctors to patients who needed urgent attention it also eliminated the need for some three hundred unnecessary hospital appointments, saving both time and money. Regular contact also resulted in patients being more aware of their condition, enabling them to be more proactive in self-management.

In a way this trial is another step forward in the growth in understanding of how health professionals can use telephone services to improve patient interaction and fill appointment books. Simple measures such as sending out SMS appointment reminders can not only improve the client attendance rate but will also prompt clients who cannot attend appointments to cancel in good time. This enables practitioners to re-fill appointment slots and maximise time spent on treatment.

Similarly, taking steps to ensure that calls are answered helps to foster the client relationship. We all lead busy lives and tend to steal moments from our day to carry out tasks such as making appointments. If the call is not answered the chances are that the need to phone will slip from our minds for some time or that we will simply telephone elsewhere. This is where a virtual receptionist service can be so valuable. With the virtual receptionist ensuring that the call is answered on behalf of the health practitioner there will be no chance that the client will phone elsewhere or that an urgently needed treatment will be postponed.

Whether they be osteopaths or chiropractors, beauticians or physiotherapists, the one thing all health practitioners have in common is the need to maximise time spent with patients. Interrupting treatments to answer the phone or blocking out diary time to remind patients of impending appointments is simply not a viable option if the practice is to run to its potential. Calling on the services of a virtual receptionist service means that calls are answered, appointments made and reminders sent without taking up practice time. And with easy to use diary software which is visible 24/7 the use of a virtual receptionist doesn’t preclude the practice making follow up appointments at the end of a treatment session.

Reducing “no shows”

A recent NHS report revealed that 1 in 10 hospital appointments in 2011 resulted in “no shows”. This adds up to a staggering 5.5 million missed appointments and costs the NHS £millions each year. Even if each patient has a genuine reason for missing the appointment, missed appointments have a knock on effect across the NHS.

In announcing the “no show” figures, the then health minister, Simon Burns, said “It is important that people realise that not turning up for their agreed appointments means other patients’ care might be delayed.” Although the figures were down by 250,000 on the previous year they still have a significant impact on NHS services.

Hospitals are starting to employ a variety of methods in a bid to reduce the number of those who fail to turn up for appointments. One project in Bedfordshire cut missed appointments by 30% simply by asking patients themselves to write down the appointment time and repeat it back to the receptionist. Other health providers have started sending reminders to patients by text or e-mail whilst Newham University Hospital doctors now check up on their diabetes patients via Skype.

The problem of missed appointments also affects those in the private healthcare sector. However with many services such as osteopathy and physiotherapy operating as via comparatively small practices, health practitioners can be torn between the options of treating patients or spending time in administration. This means that inevitably patient appointment reminders are not sent, raising the chance of missed appointments.

Whilst some private health practices have a policy of charging patients for missed appointments these fees can prove hard to collect and may endanger the patient/practitioner relationship. There is no point in trying to collect a missed appointment fee if that means missing several other fees in the future.

This is where a virtual receptionist service comes into its own. Answering the phone, making appointments and sending reminders via text or email, the virtual receptionist service takes the appointment strain, leaving the clinician free to maximise patient time. Interestingly a study in 2008 showed that those in the 20-24 age group are the most likely to miss appointments followed by the 25-29 and 15-19 age groups. The most tech savvy groups are therefore the worst offenders and a reminder system which takes advantage of text or e-mail could therefore have a significant effect.

Treating the Olympic legacy

When the UK team were bidding to host the Olympic Games, one of the arguments which swayed the decision makers was the importance placed on legacy. Press coverage of this aspect of the games emphasised the legacy implications of regenerating part of London with a secondary mission of improving sporting facilities in other areas of the UK.

However, for many legacy was a lip service addition to the games themselves. Not any more. The impact of the Olympics has seen an explosion of interest in sports across the UK. Clubs have seen a massive surge in enquiries from all ages and our streets are filling up with cyclists and joggers.

Admittedly this surge in interest has been partly helped by websites such as the “things to do*” and “join in local sport**” sites which have made it easier for those interested in local sport to find out what is on in their area. However, the sites are only being successful because of the interest in sport which our Olympic success has generated.

So, with sports clubs across the land putting on taster session and extra courses, some of which are filing up almost as soon as they are announced, and with joggers and cyclists taking to our streets in numbers it is inevitable that sooner or later there will be an increased call for those who treat sporting injuries. No matter how careful a sports club is, no matter how well regulated the training; injuries are a side effect of physical activity.

This means that physiotherapists and osteopaths, chiropractors and massagers may well be seeing an increase in requests for treatment. Taking advantage of this increased demand requires the ability to maximise treatment times and minimise other administration functions. This is where a virtual receptionist service comes in handy. While practitioners are concentrating in providing treatment, the virtual receptionist can arrange appointments, answer calls, send out invoices and manage patient records.

With all the long term benefits which sport and exercise brings we hope that the Olympic legacy will last for many years to come. Helping to treat those who have stumbled along the way, getting them back on the pathway to success is the task of physiotherapists and others. Taking the administrative strain, well that is the job of the Clinic Appointments team.

*http://www.bbc.co.uk/thingstodo
**https://www.joininuk.org/

The rise of sports science

One element which has emerged very clearly from the Olympic Games is the extent to which sports science has grown up. Competitor after competitor has talked about getting a massage or having some treatment. We already knew that sport had moved on but the unmistakeable message is that sporting prowess is now inextricably linked with science and medicine; with psychologists, food nutritionists and physiotherapists all playing their part.

In fact it’s not just the Olympic athletes who will benefit from physiotherapy. A team of veterinary physiotherapists has also been drafted in to look after the needs of the 180 or so horses taking part in the Olympic and Paralympic games.

Whilst the top teams travel with their own support staff, the Olympic organisers have also drafted in a range of medical practitioners to help look after the athletes. One such, physiotherapist Sian Vaughan-Evans, has even postponed her honeymoon in favour of helping out this summer. Mrs Vaughan-Evans told the London Evening Standard that she was looking forward to meeting “athletes from around the world and sharing their Olympic experience, and doing what I can to aid recovery, prevent and treat injuries.”

This dedication to providing treatment is something which we see time and time again in the health practitioners that we come into contact with via Clinic Appointments. Perhaps it is because those who take advantage of our virtual receptionist service are constantly seeking ways to improve patient service and maximise treatment times. Using the Clinic Appointments service means that whilst patients are being treated, our reception team are booking appointments, answering simple queries and sending out appointment reminders. This means that patient treatment time is not taken up in answering the phone or administration and prospective patients are not lost due to unanswered calls.

When it comes to providing treatment it doesn’t really matter if the patient is a top athlete or someone who has twisted their ankle getting off a bus. The important thing is to provide the right treatment as quickly as possible to aid speedy recovery. Maximising the time available for treatment is one way to ensure that patients are not kept waiting for days to receive an appointment.

As an added bonus, taking advantage of the Clinic Appointment practice management and patient record services just might free up some time in the evening. This enables practitioners to watch or take part in their favourite sporting activities in free time which would otherwise be spent sending invoices or filing records.

Helping the nation to work

Speaking in April 2012, Legal & General director John Pollock said that the Government could save £billions if they adopted a coherent long term sickness absence policy. Mr Pollock believes that the current sick pay system “doesn’t deliver the right mixture of support for employer or employee and is not delivering value for the taxpayer in the long term.”

In part the comments reflect the conclusion of an earlier report from November 2011 which stated that early health intervention helped to reduce sickness absence with specialist expertise playing an important role in promoting a swift return to work. This in turn helps both the country’s budget and the individual’s wellbeing.

Of course, any report about sickness absence is likely to be the catalyst for some debate. On the one hand the Government is actively seeking to move claimants from long term sickness benefits and back in to work. On the other comes a report from Opinium which said that 12% of those taking sick leave in the first two months of 2012 were not ill enough to justify taking the time off. In the middle we have the health and safety debate centring on whether those with illnesses such as colds and mild flu should go into work and risk passing their illness on or stay at home to protect their workmates.

Key to the debate is the degree to which early intervention is possible. Certainly when it comes to muscle and skeletal problems, in general the earlier the intervention the swifter the cure. OK there is the prevention is better than cure argument and that has led in general in recent years to workplaces adopting more stringent health and safety procedures. But no matter how careful someone is, there are going to be times when our muscles or ligaments give up on us. And when that happens, it’s can never be too soon to start on an appropriate course of treatment. Those visiting physiotherapists, chiropractors and osteopaths may well be unable to work in the short term and the longer the injury goes untreated the more likely secondary problems may develop.

This requirement for speedy treatment places a logistical challenge on health professionals. On the one hand they need to maintain a regular treatment schedule for existing patients whilst on the other hand time needs to be made available in order to start new treatments on those whose injuries have just occurred. The challenge for health professionals is therefore to maximise treatment times whilst making it easy for patients to contact and make appointments.

This is where a virtual receptionist service comes into its own. Professionally trained receptionists can take calls, book appointments and answer simple patient queries leaving the health professional free to provide treatment. With appointment reminders sent to reduce “no shows” the use of a virtual receptionist service can help to ensure that the maximum number of patients are treated in the time available. This helps to ensure early intervention and therefore speeds up the return to work. Whilst we can’t do much about those taking a “sickie”, a virtual receptionist service can make the difference both for those who need to see a healthcare professional quickly and for the professionals themselves who wish to maximise their working time.

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Tag: physiotherapist appointment