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The empowerment of people to take greater control and responsibility of their health and care IVR and its potential in automated patient support

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Reporting by telephone Designed by clinicians Auto alerting & feedback Message Dynamics Ltd

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COPD Monitor PROMs Post elective surgery Post discharge from tertiary care Medicines Management Home deliveries & visit appointments Smoking cessation outcomes Minor Ailments follow up Patient focused Easy to Use Mass coverage Ease of use Maximises efficient allocation of skills Low cost Easy to Implement Wide application Message Dynamics Ltd

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2 per week Breathlessness, wheeziness, new cough, increased sputum, sputum colour change 26 per patient per year Outbound calls I think its a superb system You know somebody is there for you The phone calls pick up if theres a problem A feeling, a sense of being looked after Patients views (all GOLD stage III & IV with history of multiple admissions) Reduces unnecessary home visits It is reassuring that patients are being monitored Patients seem to be improving their self management skills Nurses views Case Study: COPD Monitor Chest Clinic, King Edward VII Hospital, Windsor IVR is part of the care package offered to all patients with COPD

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Message Dynamics Ltd Nurses perceive that two thirds of these visits avoided an admission Period: 1 st September 2011 to 18 th April 2012 Patients alert at a rate of 13 per 100 calls Principal causes of an alert are increased sputum production & the development of a new cough Cost of the service = 25p per call 70% of alerts are dealt with by a call from the COPD Team

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Benefits for Patients and the NHS Message Dynamics Ltd Improved Equity Ubiquitous technology: the telephone Improved Experience No travel No waiting Better Outcomes Early intervention Improved self management Benefitting Staff Focus: At risk patients Time Management More Supportive/Less reactive Driving Efficiency Prevent escalation Reduce admissions Reduce unplanned demand