Improving patient experience for people living with HIV

The problem

HIV is an incurable, lifelong condition. Patients need regular care and contact with their healthcare providers (HCPs) in order to have the best possible outcomes.

CWFT were dealing with some difficulties as demand for their HIV services increased. They needed a solution that could:

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• Improve the overall quality of care and treatment offered to HIV patients in their clinics.
• Make it easier for patients to communicate, book, and attend appointments with the clinical team.
• Enable remote communication and appointments.
• Reduce the admin time it takes to obtain information and manage outpatients.
• Provide quicker responses to patient queries.
• Deliver information to patients more efficiently.

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Our solution

We worked closely with our partners to build and test Klick’s digitally underpinned care pathway. Klick aligns with the 2021/22 NHSE priorities to improve access and health outcomes, address health inequalities, and build on the learnings of the COVID pandemic to transform the delivery of services and manage increasing demand. 

There are two parts to the solution:

Klick patient-facing app

Designed to give patients easier access to care and improve their overall treatment, the Klick app facilitates remote management and appointment attendance.

Patients can use the app to:

• Remotely manage their HIV outpatient appointments
• Book and attend virtual appointments with HIV specialists
• Fill in health assessments and pre-visit questionnaires
• Access and review HIV-related test results
• Request emergency prescriptions for oral HIV medications
• Receive and respond to messages from clinicians

Patients can also email Klick support, with messages monitored daily. Much of the feedback from patients has gone into additional updates, including making the Klick app available outside of the UK.

Klick clinician portal

Clinical staff have access to their own portal with dynamic workflows, built to manage the HIV patient cohort, alleviate the workload and free up time to provide more care. 

Clinicians can use the portal to:

• Conduct virtual consultations
• Share blood test results
• Access a single consolidated view of patient data
• Access pre-populated medical proforma
• Capture consultation outcomes 
• Share insights with the rest of their team
• Send care updates to patients

Feedback from patients includes: 

• "It links directly to my clinic, it feels more personal than a generic app and I like that it is specific to CWFTt."
• "It’s just my clinic. It feels safe and confidential like they know who I am."
• "It provides everything in a single place which allows me to track results and compare to previous results. Invaluable. Being able to book online keeps things confidential."
• "It (annual review virtual consult) was so thorough, I loved that I was asked about smears, boobs and DEXA scan, felt he asked all the right questions, had access to all my data and was reassuring. He shared great compassion about mental health issues and was a great chat”.

Clinicians have also seen incredible value in the solution, with Klick having:

• Reduced waiting times from 6 months to less than 3 months (as of 2022).
• Reduced patients missing appointments by 41%.
• 20 more clinics a week can be completed, as these can be led by nurse teams.
• Estimated cost saving of > £140,000 a year per clinic (Kobler) est 2020
• Automated tasks to free up time and relieve capacity pressures.
• Made it easy for the team to demonstrate their services meet British and European standards for HIV care using data analytics.

When compared to mainstream HIV services, Klick has been shown to provide 60% better care.

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