Keep a phone route in the follow-up plan

What we found in the news

NHS England's digital-inclusion framework (opens in a new tab), published in September 2023 and updated in March 2024, describes digital approaches that are:

“complementary to non-digital services and support”

— NHS England, Inclusive digital healthcare, introduction

The framework considers access, usability, skills and trust. It is guidance for inclusive service design, not a claim that any one channel suits everyone. We are revisiting it to look at the practical choice offered when a team arranges follow-up.

Why this matters to us

In an illustrative discharge follow-up, a person is sent a link for a video appointment. Their telephone works well for ordinary calls, but the camera is unreliable and mobile data is limited. They would prefer a call.

A service can have a capable digital option and still need another way to reach that person.

At genus, we want the communication route to serve the arrangement. The objective is a useful follow-up with appropriate professional input. Completing a particular sign-in process should not become the hidden goal of the encounter.

Ask about the channel before relying on it

Confirm what the person can use and what they prefer for this conversation. Access can vary by day and situation. Someone may have a suitable device but no private place for a sensitive discussion.

A family member's device is not automatically available, and sharing it may involve privacy or practical concerns. Ask rather than assuming the supporter will manage the connection.

The responsible team must decide whether a telephone, video or in-person encounter is appropriate for the purpose. Some assessments require a particular form of contact. Explain that clearly and discuss a workable arrangement.

When an online option is suitable, tell the person what they need to do and how to obtain help. If an alternative is available, make the route visible before a failed connection has already consumed the appointment time.

Plan for an ordinary technical failure

A connection can fail even when everyone is comfortable with technology. Agree what will happen if the call drops or the person cannot enter the session.

Who will contact whom? Which number will be used? How long should the person wait before using the agreed alternative? These details need to reflect the service's actual practice.

For our illustrative person, confirming a telephone route ahead of time can turn a device problem into a manageable change of channel. It does not mean every clinical conversation can safely continue by phone.

Staff need the same clarity. A clinician should not have to invent the fallback while another appointment is beginning. Include the arrangement in the appropriate service workflow.

Keep the information consistent across routes

Someone using a telephone should still receive the relevant explanation of what was agreed, in a suitable format. An online resource can be useful, but it should not be the only place an essential next step is available.

Ask how the person would like to revisit the information. A paper summary, accessible document or conversation with an agreed supporter may fit better.

Managers can review where people abandon or struggle with a digital step, using appropriate data and feedback. A failed sign-in does not tell the team whether the person wanted the service.

Include people who use alternative routes when evaluating the experience. Listening only to those who successfully completed the online journey leaves an important part of the service unseen.

The genus connection

Today, configured genus communication and resource experiences can support digital contact and help people return to reviewed information. The exact channels and capabilities depend on the organization and its enabled modules.

The service still needs to establish appropriate alternatives, staff availability and the process for an unsuccessful connection. A platform feature does not make every person's device, bandwidth or communication needs the same.

For us, good digital support includes a realistic understanding of where the digital step ends. An ordinary telephone call can remain an important part of a thoughtfully designed service when the professional purpose allows it.

One question to take away

If the online part of your next follow-up fails, does the person already know another workable way to continue?