Engaging Non-Responding Patients With PACO
PACO helps with engaging non-responding patients at Brownlow Health Medical Centre
Rapid Response
with previous non-responders booked within 20 minutes of personalised invites
Increased Uptake
by introducing a Saturday clinics and targeted communication
22%
of females at Brownlow Kensington Park had not had a smear test in the last 10 years
Organisation Type
NHS GP Practice
Location
Liverpool, UK
Patient Population
10,000 patients
Key Features of PACO
-
Comms HubComms Hub
-
Appointment BookAppointment Book
Company Overview
Brownlow Kensington Park is a key practice within the Brownlow group of practices, serving a diverse patient population with a strong focus on accessible, community-centred care. As part of the wider Brownlow Health organisation, which operates seven sites across Liverpool and forms part of the Central Liverpool Primary Care Network (PCN), Brownlow Kensington Park benefits from shared resources and collaborative initiatives.
The practice has been leveraging innovative solutions such as PACO – Blinx Healthcare’s patient engagement and management platform – to improve communications, streamline appointment bookings, and enhance patient recall processes.
The Challenge
Annual reviews are crucial for managing chronic conditions, but many patients fail to attend them, risking poor health outcomes and increased pressure on the healthcare system.Â
The Challenge
Annual reviews are crucial for managing chronic conditions, but many patients fail to attend them, risking poor health outcomes and increased pressure on the healthcare system.Â
Reasons for non-attendance include forgetfulness, lack of awareness, transportation issues, and mobility problems. At Brownlow Kensington Park, 22% of females have not had a smear in the last 10 years. It is essential to implement strategies to improve patient attendance and ensure that patients receive the care they need.
The Solution
Brownlow group of practices and the PCN addressed the issue of low appointment uptake for cervical smears by offering Saturday clinics as a trial to accommodate patients who could not attend during regular weekday hours. The trial was a success, and more Saturday slots were opened up, with self-booking links and patient communications issued via PACO. PACO was used to send targeted, multilingual messages directly to patients, improving engagement and enabling easy access to self-booking links for appointments. This approach increased uptake for cervical smears among the patient population cohort that was previously not responding, demonstrating the importance of offering more flexible appointment times and communicating effectively with patients. This strategy not only benefits individual patients but also contributes to the overall efficiency and effectiveness of the healthcare system.
Impact & Benefits
At Brownlow Kensington Park, targeted communications and flexible appointment times led to a significant increase in the uptake of cervical smears, particularly among patients who were previously non-responders to smear invites.
For example, a 36-year-old Bulgarian, 29-year-old Russian, and 39-year-old French-speaking women who had all been non-responders to smear invites since joining the practice, booked appointments within 20 minutes of receiving invites in their own language with the option of a Saturday clinic.
Benefits of the Campaign
Patient Experience: Flexible appointment times and translated health messages.
Operational Efficiency (Time/Cost): Targeted communications and flexible appointments reduced the burden on the healthcare system.
Clinical Safety: Increased uptake of cervical smears identified potential health issues early on, leading to improved outcomes.
Clinical Access: Saturday clinics and self-booking links improved access for hard-to-reach patients.
See PACO in Action
Ready to get started? We’ll show you exactly how PACO can fit your team.
