We responded quickly and to very short timescales to the demand to improve the utilisation of electronic repeat dispensing in the Midlands in response to the COVID-19 pandemic

Background

In response to the COVID-19 pandemic, NHS England required an immediate increase in the uptake of Electronic Repeat Dispensing (eRD). This case study outlines the response and support provided to primary care. A project team led by NHS ML was set up within very short timescales and involved four organisations working collaboratively: NHS Midlands and Lancashire (NHS ML), Arden and GEM Commissioning Support Unit (AGEM CSU), and East and West Midlands Academic Health Science Networks (AHSN). ​

There was an immediate need to improve the low utilisation of eRD across the Midlands region. Recent data benchmarking eRD uptake by AHSN footprint showed that the East and West Midlands were in the lowest quartile nationally. eRD has been part of the Community Pharmacy Contractual Framework since 2005 and part of the General Medicines Services Contract since 2019. Although eRD has well documented benefits for primary care, uptake has been highly variable.​

An innovative and co-ordinated response was required to encourage at-scale roll-out of eRD.​

Action

Using the project management expertise of NHS ML’s Medicines Management and Optimisation (MMO) team, the following programme of delivery was rolled out:​

• Creation of a dedicated eRD queries e-mail inbox helpline​
• Delivery of two eRD webinars focusing on implementation of eRD with associated output of a Frequently Asked Questions document​
• Sharing of an eRD Standard Operating Procedure template, that could be adopted on a wider scale.​
• Development of an eRD FutureNHS Platform to host eRD specific discussions and provide an eRD document resource library. ​

NHS ML’s Communications & Engagement team provided expertise in the setup of remote access webinars to reach the target audience of clinical and non-clinical staff working more easily in primary care. 

Impact

• During the period this project ran, there was an average 28% increase in the number of eRD items across the West Midlands AHSN area. Birmingham & Solihull STP and Coventry & Warwickshire STP had an increase of 36% and 33% respectively, which is in line with attendance at the webinars by practice staff, pharmacists and technicians working across these areas.​
• 669 healthcare professionals joined the two Microsoft Teams webinar sessions. Almost two thirds of attendees worked in GP Practice and over one third of attendees were non-clinical.​
• Webinar post-satisfaction survey results highlighted that 82% of respondents felt they had a better understanding of how to implement eRD. 84% of respondents rated the webinar as ‘excellent or ‘good.’ ​
• 405 healthcare professionals registered onto the newly created eRD FutureNHS platform. Almost 2,000 documents have been downloaded from the platform, this on average approximately five documents per user. ​

Feedback

“NHS ML’s programme management and technical support enabled a complex project across different organisations and regions to be delivered both efficiently and effectively. Webinars were pulled together within a short timeframe and were both seamlessly and technically delivered to audiences of over 700, receiving excellent feedback on content. I would recommend NHS ML project management and webinar skills to others.”​

Kate Dawson | Consultant Pharmacist – Medicines Optimisation, East Midlands Academic Health Science Network

Further information

If you would like more information about our services, you can contact us on  MLCSU.medicines-management@nhs.net