Our patient journey: a smoother path to better health

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Suvera

Our patient journey: a smoother path to better health

At Suvera, we aim to make the patient journey as smooth, accessible and engaging as possible. We use a combination of technology and human interaction to provide personalised care that really works for your patients. 

We have a patient-facing digital platform which is intuitive and easy to use. However, if patients prefer to speak to someone, then they can.

Our technology empowers patients to proactively manage their health and have autonomy over their well-being whilst improving efficiency and reducing pressure on general practice.

The following article outlines our process for reaching out and engaging with patients. 

Reaching out to patients 

Our first step is always reaching out to patients via text, introducing what patients can expect from the service and explaining some of the benefits of managing their health virtually. Over the past two years, we've learnt that sending an introductory message allows patients to familiarise themselves with the service before asking them for any information.

A second message then invites the patient to the patient hub, where they can submit information about their lifestyle and submit things like blood pressure readings. Our patient hub is personalised for each patient we look after to make sure people know we’re treating them as individuals. 

We give patients seven days to submit any information we need, which patients can easily upload all at once or multiple times throughout the week. Patients get a reminder message to submit data after four days if they still need to give us information. 


What happens once we receive information from a patient 

Once a patient has submitted some information, our care team will review what we’ve received. Our clinicians have access to the patient's electronic health record, which allows them to get a complete picture and make a more clinically accurate decision about the patient's treatment. 

Our clinicians then look at what should happen next. This could include booking a routine or urgent appointment or sending the patient a message asking for more information. If the data submitted by the patient raises any concerns, our care team is alerted, and someone will be in touch with the patient within the same day.

What happens if we don’t receive any information from a patient

If patients don’t submit any information, we’ll pre-book an appointment with one of our clinicians. We call this an introductory call. 

In this call, we’ll explain our service to them, the importance of regular monitoring and reviews and how a digital service can benefit them. We’ve found this call to be received really positively and help patients engage with the service and, as a result, their condition. 


Ongoing Care 

The patient's care after a review will depend on the person and their condition. They might need frequent follow-ups involving a combination of reviews, medication adjustments, lifestyle advice, goal setting and ongoing monitoring.

On the other hand, if their condition is well controlled, we can complete the annual review and book them in for a year's time. If that is the case, we always let them know they can contact us at any time or book an appointment with us if there are any issues or concerns. 

We're there to work in partnership with GP practices and your patients to improve patient care and health outcomes. Our service is constantly evolving, and we welcome all feedback from our partners and patients.