Using business intelligence to maximise customer impact

We have introduced a new reporting functionality, giving our customers detailed business intelligence about their roll-out. In this blog, we give you a preview of what our customers can expect from the new dashboards released recently.

Read Receipts
In a previous post entitled, “Patients using PKB are saving the NHS postal costs…and a lot more!”, we looked at the statistics around the percentage of electronic letters read by registered patients. Our customers can see these numbers daily. Now, customers can also keep a track of the percentage of documents their patients are reading and when. When combined, these reports provide some key insights which can help to evaluate the effectiveness of the approach. For example, customers can see:

  • percentage of documents that patients read
  • average time until patients read documents
  • types of documents likely to be read
  • the appropriate time to issue a physical follow up letter for letters not read in PKB.

This data provides clear justification and evidence for cost savings when moving towards digital patient communication.

Read receipts dashboard 

Professional interaction
A critical factor in rolling out a patient portal at scale is measuring the uptake in professional usage of the system. As such, we have shared a ‘Professional Viewings’ report with our customers. An analysis of this interactive dashboard allows customers to discover how often healthcare professionals within their deployment are viewing patient records in PKB – this acts as a clear indicator of clinical engagement.

From this, the key insights our customers are gaining include:

  • how often healthcare professionals are viewing patient records
  • the most active users (via the user leaderboard dashboard).

The impact this is having for our customers includes information sharing across geographic boundaries – using the capability of a patient-facing integrated digital care record to share and view data across traditional care boundaries. As PKB data is not siloed to one organisation, the more NHS organisations that view data in PKB, the more data they will also see from other NHS providers across the country.

Professional viewing dashboard
Professional viewing dashboard

Patient Map by Clinical Commissioning Group
After receiving an increasing number of requests for new visualisations that capture the footprint of the NHS organisations we work with, we created a ‘Patient Map by Clinical Commissioning Group (CCG)’. This helps our customers to filter and understand where their patient cohorts live and how these figures tie back to the pertinent Clinical Commissioning Groups for more detailed population health analytics. Simply hover over a region to get the raw numbers associated with each region. We have also included raw data extracts to enable further analysis via CSV download.

The key insights our customers are gaining from this data include:

  • number of patient records in a CCG
  • number of records claimed by patients in a CCG.

This means Clinical Commissioning Groups have more visibility about the proportion of patient data that is shared within regions through the integrated digital care record which, in turn, can help to rationalise any funding and procurement decisions.

Patient map by CCG
Patient map by CCG

Patients Know Best never shares (nor do we have access to) any clinical data. This is protected by our private-public encryption model. Furthermore, the data exposed within these reports is completely anonymised, so there is no way to tie back individual patients to what is presented in these reports. Lastly, the reports each customer has access to only include information associated with their organisations.

If you are a PKB customer, we would love to hear your feedback about the new dashboards. Please get in touch with any ideas or requests about future improvements for business intelligence reporting. Simply email or, alternatively, feel free to leave a comment below.

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