COVID has created numerous challenges by exacerbating and highlighting new and historic difficulties in Primary Care. Specifically with regards to medicines: stock/supply issues, use of electronic rather than paper prescriptions, the “stay at home message”, restriction on patient numbers within the pharmacy premises (Larger queues) and employee shortages (e.g. due to contraction of COVID, shielding, etc). One of the priorities which is central to our PCN network is to improve integration, one aspect of this is communication between GP practice and community Pharmacy.
Our project was conceptualised when the PCN senior clinical pharmacists for West 1 and West 2 met with the PCN community pharmacy lead to create strategies to overcome some of the issues identified. The aim to reduce barriers to work more efficiently and improve patient care by streamlining service provision. During the meeting a WhatsApp group was proposed as NHSmail was trialled but did not work as an effective communication tool. This idea was taken to the LPC for approval i.e., confirm that patient's details would not be used, monitoring of the group for appropriate content, etc. After approval the PCN community pharmacy lead set up the group including contacts from pharmacists/pharmacy Technicians in the PCN, practice pharmacists and all community pharmacies.
The group began to be utilised by all members, expanding over time where stock enquiries were not just from PCN or GP Practice to community Pharmacists but also community pharmacy to community pharmacy. Enquiries with relation to availability, alternatives, service provision, for example “live” Flu vaccine availability information across the PCN to improve patient signposting.
Improvements noted:
• It has created a new collaboration between PCN and Community pharmacy Teams.
• Reliable stock checks
• Signposting to services
• Out-Of-Hours and Bank holiday (collaboration)
• Sharing Best Practice
• Integrated working
• Efficient time management for stretched services
• Patient care – improvement of safety
The advantages of establishing a WhatsApp group are it utilises a free existing communication platform, so didn't require any investment. It is generally present on most people's devices without having to login to a computer, so users prefer the accessibility.
Savings made are difficult to quantify as the group has impacted several factors in not just one area, so we look at feedback from GPs, patients and the pharmacy teams to recognise these qualitatively:
• Reduced workload
• Prescribing costs
• Improved sustainability.
Overall, this group has been successful with a high level of engagement across the PCN, continuing to expand. It has demonstrated how using different platforms to communicate can bring healthcare professionals together to work more collaboratively. This is a relatively simple project in terms of set up but has had a significant impact on both patients and healthcare professionals.
