NewswireToday - /newswire/ -
Harrow, Middlesex, United Kingdom, 2012/07/10 - A new, innovative and interactive service to efficiently measure the outcomes of minor ailments consultations using an automated telephone call has been launched by Webstar Health, the healthcare consulting and IT services group - Webstar-Health.co.uk.
The new Outcomes Service has been piloted by NHS Stoke on Trent and North Staffordshire and provides valuable outcomes-based insight into pharmacy service commissioning, while reducing the administrative burden of long-term client follow-up. The Outcomes Service is an addition to Webstar Health’s core managed service that supports the administration of enhanced pharmaceutical services such as minor ailments schemes in Stoke on Trent.
Over an eight-week period the automated client follow up service questioned 373 clients about their satisfaction with the local MAS, and also whether the MAS resolved the health condition that they presented at the pharmacy with.
Results from the eight-week pilot demonstrated high levels of satisfaction with the pharmacy MAS, and outcomes that reinforce the value of the intervention. Nine out of 10 respondents said their problem was completely addressed, and 98% of respondents said they did not have to consult any further healthcare services after using the MAS.
The Outcomes Service also demonstrated that 71% of respondents rated the pharmacy service as excellent, and 99% said they would use the service again. Of those that wanted to see improvements, 47% said they wanted the service to include more pharmacies, and 41% wanted more medicines.
According to PCT Primary Care Pharmacist Andrew Pickard, the Outcomes Service has, for the first time, provided PCT commissioners with important evidence of the value of the pharmacy service within a short period of time. He said: “The Outcomes Service follow-up has helped us to get an angle on outcomes – on the quality of the service – that we have never had before. This is the sort of evidence we need for continued service commissioning.”
The automated call is generated using Interactive Voice Response (IVR) technology, which has been provided in conjunction with Message Dynamics, a specialist in patient messaging services. The IVR service is also being successfully used in NHS Sutton and Merton to provide long term client follow-up in smoking cessation.
Gianpiero Celino, Webstar Health Director and Consulting Practice Lead, added: “Generating evidence is about more than measuring activity. What really matters is outcomes. Often it is not possible to collect outcomes at the point of care but in these value-conscious times, what really matters to commissioners is what happens after the intervention has taken place. Whether it’s to do with the resolution of minor ailments or abstinence in smoking, our managed service provides an easy and efficient way for commissioners to contact the client after the intervention has taken place, without the need for the pharmacist or client to be inconvenienced.”