For the benefit of practices within NCL, the ICB has recruited Digital Change Facilitators (DCFs) to help practices with getting the most out of the digital systems. Systems such as:

• cloud-based telephony
• NHS App
• batch Txt messaging
• 2-way messaging
• online consultation
• data analytics platforms

If your practice would like some help with implementing the latest features of your cloud-based telephony system; or deciding how best to blend appointment booking via the NHS App without affecting any existing online triage process you may have; or maybe you would like a 'MoT-style' review of all your current systems to see what could be tweaked to adopt 'best practice' configuration.

This initiative is not focused on NHS England targets, the DCFs are purely here to help ease the burden (direct costs & staff time) on practices and improve the patient experience by leveraging the available technology. This is time-limited support as the Digital Change Facilitators will only be in post until the end of March 2025. Contact the Digital Change Facilitators by emailing: nclicb.primarycaredigitaltransformation@nhs.net so they can engage with you.

Some of the ways the Digital Change Facilitators have helped practices already are:

Reviewing cloud-based telephony systems to:

• reducing your call queues and time spent on calls
• introducing automated appointment cancellation features
• analysing data to determine trends
• reconfiguring call menus to optimise the patient experience whilst finding opportunities to redirect patient queries to the right teams at the right time

Optimising online consultation and 2-way messaging systems to:

• promote the use of the NHS App and self-care/self-serve solutions for patients
• modernise practice-to-patient communication
• enhance the triage process for patients and practice staff
• how to build an effective campaign for driving up patient adoption of the NHS App

Configuring batch messaging systems to:

• stagger batch messages to smooth the demand with campaigns
• reduce DNAs with integrated appointment reminder messages
• target long-term conditions patients in a more structured manner

Using data analytics tools to:

• understanding trends behind appointment DNAs 
• analyse insights into persistent reattenders; particularly those reattenders who have long-term conditions
• getting a holistic view of your practice capacity mapped against the patient demand along with recommendations on how to adapt rotas
• viewing statistics on overrunning and underrunning slots to determine surpluses or pinch points