Direct messaging functionality has recently been introduced to a number of services in the DrDoctor patient portal - including Ophthalmology, Clinical Psychology and the Appointment Centre.

Direct messaging allows two-way digital communication with patients, which previously, our services didn't have. This has meant a reduction in unnecessary phone calls and provides an alternative option for patients who aren't able to use the phone.

Our Ophthalmology and Clinical Psychology teams have been trialling the new feature.

Ophthalmology's Pathway Failsafe Coordinator, Natalie Robinson, said: "The introduction of direct messaging has significantly enhanced our operational efficiency. It allows us to fill last-minute appointment slots without adding pressure to our already demanding workload, so that we consistently use our full clinic capacity. Additionally, it offers a modern, convenient way to engage with patients in today’s fast-paced, tech-savvy environment.

"We recently had a situation where we were able to communicate with a deaf patient through direct messaging. Not only did it enable us to communicate with the patient, it gave the patient the opportunity to respond directly, so we had a two-way dialogue that empowered him to contribute to the planning of his care for future visits."

Principal Clinical Psychologist, Emma Bishop, said: "We are very grateful to be able to trial the use of direct messaging in our MND psychology service for several reasons. We realised that this platform was essential for people who are unable to communicate through speech, who may otherwise have had to defer to carers to arrange appointments on their behalf.  Feedback has confirmed why empowering people to manage their own care matters, with one person with MND saying it was a 'great service for people unable to speak.'

"Another reason for arranging direct messages was to improve the experience of booking appointments for carers, who can also access the MND psychology service. They are often organising multiple hospital and community appointments, and sometimes are doing this alongside other work or caring responsibilities. One carer's feedback said: 'as a carer of an MND patient, any process that is quick and easy to use is greatly appreciated.'

"Finally, we recognised the need to improve the administrative load of arranging appointments. All our MND psychology sessions are positively booked to ensure that these are as convenient as possible for people living with or affected by MND, and to minimise cancelled or missed appointments. The direct messaging trial has demonstrated both time and efficiency savings, with appointments often being booked quickly and with less administrative work compared with phone calls.

"Our community colleagues are able to access messaging using SystmOne. I am delighted that we have an equivalent and secure means of communicating, and of course we can still incorporate phone calls where this is the best approach."

If you would like to find out more about direct messaging to use in your area please see the Direct Messaging pages of the intranet.