What is eReception?

eReception is a website based tool, which automates all your reception functions. In simple terms, patients go on their practice's website to access e-Reception rather than telephoning their practices reception team. It is a highly effective Care Navigation tool that helps deliver business change.

The application consists of several modules, each designed to help signpost patient's queries to the right place, depending on the nature of their problem. Essentially it aims to help by-pass the GP. For instance, musculo-skeletal problems can be passed directly to the practice physiotherapist.

The following video has been designed, to help explain the eReception application in more depth. It portrays how to fill in the digital form from the patient’s perspective.

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How does it work from the practice's perspective?

The practice receives a structured email via NHS mail. An administrator then actions each one and care navigates. Patients are sent an automated response followed by the operator generated response.

Implications for the practice- business change.

The real value for both patient and practice is in the improvement in both quality and practice efficiency. eReception converts telephone calls into structured emails. This has a number of major advantages:

-Receptionists do not need to spend time on the phone determining the problem; the patient outlines it themselves.

- Queries are signposted to the correct department. For example, medication queries can be dropped directly into the practice pharmacist’s in-box

- A number of patients can be directed to alternative services, such as community pharmacy.

- The morning phone call rush is avoided: eReception queries are dealt with steadily throughout the day.

- Analytics: eReception provides a complete break-down of the reasons patients are contacting the practice. For example, many practices are surprised by the number of medication queries, and the compelling business case for a practice pharmacist.

Important statistics

Traffic volumes:

With minimal marketing, such as mail shots and posters, expect up to 20% or greater of all reception traffic after a few weeks.

Average time for reception patient phone query: 3 minutes

Average time to answer an E-reception query: 1 minute

Estimate GP appointments managed differently (self help advice, signposting to alternative) = 25%