FootFall saves over 34,700 phone calls or visits to Black Country Practices Reception in its first year
With Katie Bullimore, Digital First Project Manager, NHS Black Country ICB
Black Country ICB Background
Katie Bullimore, Digital First Project Manager for NHS Black Country, shares her experience of using FootFall and Foundation across practices in her ICB has helped support both practices and patients. There are 29 practices using Silicon Practice products in an area serving 1.26 million residents.
The Challenge
The initial challenge was that the 29 practice websites were not to NHSE mandated standards. In addition some of the practices were not implementing online consultations to their patients, thus increasing in-person appointments that contributed to a long backlog.
The Implementation
The Black Country ICB implemented a range of innovative digital services from Silicon Practice to streamline patient care and practice operations. These services included Online Consultations, allowing patients to engage with their practices remotely and Comprehensive Forms, which enabled efficient data collection. The platforms offered Customisation to tailor solutions to the specific needs of each practice, while the User-Friendly Interface ensured accessibility for both patients and staff. Additionally, Patient Digital Triage helped practices manage patient flow more effectively and Footfall Connect allowed a seamless connection to the clinical system, ultimately improving overall efficiency and patient experience.
Results & Benefits for Black Country ICB
- 342, 658 forms completed across the ICB in one year, saving on average 34,749 phone calls or physical visits to the practices
- 77,729 forms completed over the winter months, taking pressure off the practices at their busiest time
- Most Practices within the ICB experienced a 20% increase in completed forms, showing a large rise in patients adopting digital healthcare solutions and so taking the strain off of the reception
The Black Country ICB Conclusion
In conclusion, the Black Country ICB’s adoption of Silicon Practice’s digital solutions, including FootFall, has transformed patient care across 29 practices. By streamlining processes with online consultations, digital triage and customisable forms, they reduced patient backlogs, saved over 34,000 phone calls and visits and improved NHSE compliance. These results highlight the significant impact that tailored digital tools can have on improving efficiency, patient experience and operational effectiveness in primary healthcare.
“Personally, I feel that Silicon Practice are professional and offer a well-managed service. Their products and services are well designed and well supported. When they introduce a solution, the implementation is managed and controlled, every aspect is thought about.”
Katie Bullimore, Digital First Project Manager, NHS Black Country ICB