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FAQ page on service website

by Melanie Martin | 6 months ago | in Rheumatology
Horizon 1

It sounds so obvious, but an FAQ page on our rheumatology service webpage saved us!  

https://www.guysandstthomas.nhs.uk/our-servic...-questions.aspx

Prior to Covid, our website was definitely  Under-utilised. The high volume of frequent emails, calls and voicemails were initially themed around risk stratification, shielding, medication initially so we developed these as priority FAQs. As the nature of the calls, emails changed to flares, blood tests, physical inactivity - we updated the FAQs with links to Physiotherapy resources to promote exercise at home, advice regarding priority blood testing etc. and now we’ve updated the FAQ to reflect guidance around going back to work, school, and appointment models. Our call frequency reduced by 30-50% overnight.. and we had daily availability for our online telephone appointment service during the peak as a result of patients being directed to our FAQ page first.  

What is needed to sustain the change?

What is your region?

No answer chosen

edited on Jul 13, 2020 by Kyle Beacham
Melanie Martin

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Will Gregory 6 months ago

Hi Mel,

Sometimes the obvious ideas are the best ones! We definitely need to copy this, we do have a couple of useful docs, but a full FAQ has to be a win-win.

Reply 0

Elizabeth MacPhie 6 months ago

Completely agree with Will that this is such a quick win and should be very easy to do

We invested quite a bit of time on our website some years ago and did quite a lot to promote it and links were included in new patient appt letters but we were still seeing very little traffic. The Trust website has been in the process of being redesigned for the last 18 months and unfortunately information about our service has been made even less accessible and the process by which information is uploaded is very time consuming with numerous checks.

Would be fantastic to have more autonomy to upload information quickly and promote the website more to patients

Reply 0

Helen Linklater 6 months ago

Agree that we are under utilising our website, and more integration with local MSK resources would be beneficial. Our healthcare librarians are interested in helping us with this and are looking into how to embed useful links to relevant patient education and healthcare professional educational resources

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Greta McLachlan 5 months ago

Status labels added: Choice, Community Care, Guidance, Health & Wellbeing, Information Sharing, Integration Of Resources, Patient Activation, Supported Self-Management, Technology (Software/ Apps), Horizon 1

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Greta McLachlan 5 months ago

Status label added: Triage

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Greta McLachlan 5 months ago

The idea has been progressed to the next milestone.

Reply 0

Kyle Beacham 4 months ago

Status labels removed: Choice, Community Care, Guidance, Health & Wellbeing, Information Sharing, Integration Of Resources, Patient Activation, Supported Self-Management, Technology (Software/ Apps), Triage

Reply 0

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