People already vulnerable due to socioeconomic factors, age, or geographic location often find themselves further disadvantaged, unable to benefit from telemedicine, online health resources, or electronic health management tools.
Addressing digital exclusion is, therefore, crucial for tackling health inequality, ensuring that everyone can attain the highest possible standard of health.
In a recent blog, we explored the critical role the telephone can play in unlocking digital inclusivity. Widely available and familiar to use, the telephone can act as a bridge to digital health services for people who struggle to access them directly.
As a provider of advanced cloud-based telephony systems exclusively for healthcare, at babblevoice, we have developed four new areas of customised functionality, each of which aims to ensure all patients have access to and benefit from the latest technological developments in primary healthcare.
1. Triage
Babblevoice can integrate directly with digital triage solutions, such as Engage Consult. This partnership has revolutionised the initial patient assessment process. Using AI technology, we can deliver instantaneous text-to-speech and speech-to-text capabilities, enabling efficient and accurate communication between patients and healthcare professionals.
This integration with babblevoice telephony enables the digital triage provision to reach more patients than via an app or web browser, further reducing waiting times, improving overall patient satisfaction, and ensuring that all patients receive the right level of care at the right time.
2. Pharmacy First
The 'Pharmacy First' initiative exemplifies how advanced telephony systems can be used to streamline the management of repeat prescriptions and some common health conditions. When patients call in for a repeat prescription – an enquiry accounting for typically 10 out of every 100 calls – babblevoice can automatically re-route these calls to the pharmacy.
This not only expedites the prescription process but also frees up clinical staff to focus on more complex cases. Furthermore, Pharmacy First covers seven common conditions that pharmacists are now authorised to prescribe for, enhancing patient access to timely treatment.
By being directed from the surgery to a pharmacist appointment booking line in an automated way, patients can receive necessary medications and advice without the need for a GP consultation. This approach not only improves efficiency but also empowers pharmacists to play a more active role in patient care.
3. Sign Posting
Efficient and effective sign posting is a crucial aspect of modern healthcare systems, particularly for patient telephone calls that do not require a clinical diagnosis. Babblevoice can be configured so that these types of calls are seamlessly referred or diverted to other NHS provision.
This approach not only optimises the use of clinical resources but also ensures that patients receive appropriate care tailored to their specific needs. For instance, a patient seeking mental health support can be directed to CBT services, while those needing physical rehabilitation can connect with physiotherapists. Additionally, those looking for lifestyle and dietary advice can be guided towards nutrition plans and self-care programmes.
By streamlining this process, the surgery system becomes more efficient, reducing unnecessary strain on clinical staff and providing patients with timely and relevant support.
4. Social Prescribing
Social prescribing is a vital component of holistic healthcare, addressing the non-clinical needs of patients through community-based services. When patients call in with issues that do not require clinical intervention, babblevoice can refer them to a social prescribing link worker.
These link workers connect patients to a range of community services, for example, a patient experiencing financial difficulties might be directed to citizens advice for assistance with benefits and debt management. By addressing social determinants of health, such as housing, employment, and social isolation, social prescribing helps to improve overall well-being and prevent the escalation of health problems.
Babblevoice can facilitate this process by efficiently routing non-clinical calls to the appropriate link workers, ensuring that patients receive comprehensive support that extends beyond traditional healthcare services.
As technological advancements offer the NHS new ways of providing patients with efficient, cost-effective healthcare, understanding the intricate link between health inequality and digital exclusion is essential.
At babblevoice, we are determined to maximise the ways our telephony system can help support the provision of equitable healthcare access and outcomes to everyone.
For more information about how babblevoice can support digital inclusion for your surgery, get in touch at info@babblevoice.com.
