EDATT - Enabling Digital Access Through Telephony
Why EDATT? Data suggested that low uptake of digital tools, due to a lack of awareness and poor digital literacy, is impacting surgeries’ ability to meet demand with their existing capacity. As unmet telephone demand increases so does the pressure on reception teams. This pressure leads to staff retention issues which further compounds the problem. EDATT is designed to increase the uptake of digital tools and services and therefore gives patients the support they need to self-serve thus effectively manages demand through automated care navigation. The EDATT chatbot is accessible via all platforms (telephone, website and in-practice posters) to reach as many people as possible and ensure standardised access for all.
It is the expert knowledge and understanding of primary care people, process and technology which has enabled Hanley Consulting to deliver a simple yet effective tool which is having such an impact across the country.
The idea for the development of such a tool came from survey responses of over 90,000 patients in 2022 (which Hanley carried out themselves). Patients showed appetite to access services digitally, but on the basis that they would receive support to do so. With 88% of patients defaulting to calling the practice in times of need, largely due to confusion around which digital tool to use, or which service to approach, coupled with overwhelming demand and an already stretched workforce, it was evident that technology must to be leveraged in order to ease pressure on practice teams and to create a channel shift in demand to automatically signpost patients to other services, outside of General Practice, where possible.
If you would like to learn more, Hanley Consulting can be found at stand B110. Alternatively please email firstname.lastname@example.org to schedule an introduction.