VIRTUAL GROUPS - IDEAS FOR INCREASING UPTAKE & ATTENDANCE
Following discussions at a recent Academy session, please find below ideas and strategies employed by teams across the UK and Ireland to try to encourage uptake and attendance to virtual groups. This continues to be a hot topic, and does seem to take much additional resource to reap the attendance levels that we are used to seeing with face-to-face groups; hopefully the ideas below and with the continued dedication for each local DESMOND team we can begin to bridge this gap:
INCREASING THE QUALITY OF REFERRALS
Coming soon - A video to highlight the benefits of DESMOND including virtual groups to referrers to increase the quality of referrals as many teams are reporting vast amounts of referrals for patients that aren’t even aware they have been referred - Existing examples (video for face-to-face available here) (a great example from South Warwickshire can be found here)
Building on existing relationships - Where pre-covid had good relations with GP Practices were formed build on these as much as possible to continue to spread the word about the changes to your service
Send regular newsletters to HCPs (example template here) (another example from Nottinghamshire team here)
Try to organise to attend virtually their protected learning time events
Share with them the videos about DESMOND - videos regarding virtual groups are coming soon
Provide patient testimonials - example from DUK
Ensure GP Practices and other potential referrers have promotional materials such as flyers and posters - you can download examples from here Please get in touch if you would like something designing specific to your local needs
Also provide information to GP Practices for them to add to their own websites
Consider how to make the referral process as easy for referrers as possible - this could include:
introducing self-referral - supplying referrers with QR code posters for display
ensuring the link the patient promotional video is embedded in their systems so they can show/share the link with the patients, rather than having to spend lots of time discussing
Other ideas can be found here https://www.desmond.nhs.uk/embedding-your-pathways-and-processes
When discussing DESMOND with referrers highlight the importance of them having a quality conversation with their patients and be honest by telling them about the current quality of the referrals you receive - e.g. if you are getting lots of patients telling you they don’t know that they have even been referred, raise this with the referrers - Ask them what you can do to help support them and get in touch with us if there is anything we can do to help
Additionally, share this intelligence with your Commissioners. Ask your Commissioners to support you in spreading the word across primary care about better quality referrals. CCGs & ICSs often have regular newsletters/email mailings going out to GP Practices make sure your information is included regularly
Shadowing - offer the opportunity for staff to attend a group in action so they can get a real feel for what their patients experience (or offer a taster session for those who time is tight)
A document like this designed for MyDESMOND in Wales could be shared as part of referrer pack
Further ideas for improving the quality of the referrals you receive can be found here https://www.desmond.nhs.uk/embedding-working-with-your-referrers
Self referral - if you haven’t already consider opening up for self-referrals; you can produce direct-to-patient marketing and you are then more in charge of the quality of the referral. You can set up with an online form to collect the information that you need or provide an email address or telephone number for those interested to register their interest - further information can be found here
TECHNICAL AND ADMINISTRATIVE SUPPORT
Although for some teams administrative support is a luxury, we would highly recommend having dedicated personnel to support this - it helps to build rapport with the patient from receipt of referral through to attendance
Calling patients - One team reported that pre-covid they sent opt-in letters to encourage those referred to call in to book their place but only about 20% of their referrals booked on. However, when they conducted a pilot of calling patients to provide them with details of the options this increased to 72%
When speaking with patients to book them into a virtual group or to get them to book onto a virtual group use encouraging language such as “like gold dust”, “part of your treatment”, “as important as your medication” etc
Technical support
Template guides and documents you can adapt for your local groups can be found here
Having Administrative support at the beginning of the group can be extremely beneficial to reduce frustrations and to get the group off to a good start
If admin support isn’t available on the day, build in additional time at the beginning to allow for technical set-up time - making sure to have contact details for anyone not logged in which you were expecting and one Educator can call and initiate login, whilst the other begins the session.
Letter templates including our example ‘Getting read for virtual’ document can be found here
REDUCING DNAS
Some form of reminders approx 48 hours before the first and any subsequent sessions - depending on resources this could be calls, email or text
From some teams offering evening and weekend groups appears to help increase attendance at virtual, as this is potentially more suitable to those that are working during day-time sessions - however this isn’t the experience across the board. We would recommend testing the water in your area for this and maybe survey people to find out what they would prefer
Where teams were initially going for 3 x 2 hour groups some are reporting reverting to 2 x 3 hour groups. One team has opted for full days due to service needs - including a number of comfort breaks throughout
The point at which to offer the handbook to patients continues to be variable with some opting to send out at point of booking, whilst others give later to try to encourage retention - additionally if it is helpful please find an electronic version here to download and the health profile/action plan here
TOP TIPS
If your service allows it consider the need to be more flexible with virtual groups e.g. offer alternative 2nd group dates for cancellations - teams are finding that those booked tend to be more casual with attendance. This may be in part to those suffering with long-covid being unable to concentrate for long periods at a computer.
To ensure group dynamics look at booking in larger numbers on the basis that people with DNA on the day
EVALUATION
Consider a range of evaluation to support your local needs this may help to gather intelligence on ways and means to encourage further virtual uptake
Survey attendees of virtuals and include questions such as ideas for promotion to encourage others to attend virtual groups
Survey those that don’t book/attend - try to find out why they don’t book virtual and consider how you can bridge the gap - get in touch if there is anything we can help with.
Get in touch with us via desmondnationalprogramme@uhl-tr.nhs.uk if you would like us to create and host an online survey for you
OTHER PROMOTIONAL IDEAS
Your Trust and Practice websites to add your information
Linking with local diabetes support groups
Consider other routes for promotion and referral such as Social Prescribers and Pharmacists