TELEHEALTH & WIRELESS COMMUNICATIONS
Going with the
D
esigned and developed in the NHS, ‘Simple Telehealth’ is a communication tool that
increases patient adherence and compliance with treatment, and aims to take telehealth to the next level, where it truly “helps patients to help themselves”.
Telehealth project manager at NHS Stoke- on-Trent and global project lead for Simple Telehealth, Phil O’Connell, talked to NHE about influencing patient behaviour, and
Phil O’Connell, telehealth project manager at NHS Stoke-on-Trent, describes the power of a system which hands responsibility to the patient.
emotional response, O’Connell said.
The persona of Florence, or Flo, is the web-based author of the messages requesting readings. She behaves like a person and responds to patients in a friendly manner, to provide reassurance and encourage compliance.
He explained why this makes a difference: “We’ve changed the way it feels, it doesn’t feel as if it’s mechanical, it feels as if you’re interacting with a person.”
The same content or request is sent in a variety of different formats to optimise reception, demonstrating a certain subtlety of messaging. An instant response is also available, ensuring patient engagement.
saving money, time and effort for both those using the technology and the NHS.
O’Connell said: “If every patient was 100% concordant with their own healthcare, understood their condition, what they’re doing and they could phone a clinician as and when necessary, then there would be no need for telehealth systems at all.
“That’s not how the real world is – but this goes some way to help patients increase that adherence to pathways and education that’s already in place. It can be used with alerts and alarms if clinicians want them, but the primary function is to drive patient independence and re-ablement.”
Remember, remember
In this sense, the system serves more as a reminder to patients than a mode for nurses and clinicians to impart new instructions, where patients are aware of their overall symptoms and the appropriate course of action to take in the case of a flare-up in their condition.
Operating through a text message system, Simple Telehealth relies on people’s impulse to check their phone for people to pay attention to the messages. This has been overlaid with an
38 | national health executive Jul/Aug 12
“If every patient was 100% concordant with their own healthcare, understood their condition, what they’re doing and they could phone a clinician as and when necessary, then there would be no need for telehealth systems at all.”
“It can be quite specific or it can say something more general like ‘Don’t forget the advice your matron gave you’,” O’Connell said. “If the situation continues, the response will be different; it will send a message asking the patient to call their nurses. Because it’s instant, it feels as if someone’s there and somebody cares – which of course they do.”
The message to remember previously offered advice aims to activate knowledge the patient is already in possession of, and prompts a proactive approach to their own treatment.
Fun with Flo
Part of the system uses natural language competencies, which allows Flo to ‘understand’ colloquial language, or messages in non- standard English. This makes the interface
Above: Jo Harding, Midlands and East SHA programme lead for long term conditions, said: “Flo is an innovative low cost initiative to support people improve and maintain their health. It gives advice, confidence and reassurance to patients and their carers and improves overall efficiency and productivity for health and social care professionals.”
‘Flo’
seem more like communication with a real human, psychologically influencing the patient to maintain contact and follow advice.
Patients interacting with Flo have fun and feel cared for, rather than being constantly bothered by an impersonal system, O’Connell said. Patients who do not like the system can opt out at any point, without reference to the clinician.
Customer satisfaction is reportedly high, with 90-95% ratings reflecting how much people enjoy using the service and find it easy to use.
“It saves time and keeps that contact with the patient,” he said. “You get people engaged with their healthcare who it found it difficult and inconvenient to do so previously.”
Patient ownership
O’Connell stated: “The idea behind this is that it’s the patient’s responsibility for doing things themselves. It’s about an appropriate NHS response to the particular cohort and risk of that particular group of patients.”
Benefits of the system include active patients being able to adjust their medication more quickly, reduced face-to-face GP interventions and the project also creates productivity gains for health professionals who previously held responsibility for taking these readings. Patients enjoy the independence the system offers, as they do not have to miss work or wait around for a nurse visit.
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