Managing Patient Consent
MJog Managing Patient Consent Table of Contents Introduction... 1 What is GDPR?... 1 When will the GDPR apply?... 1 Where can I find out more information about GDPR?... 1 Messaging my Patients... 1 How can MJog help?... 1 Changing the MJog consent options... 2 Preparing for Explicit Consent Mode... 2 Sending a Consent Campaign... 3 Managing Patient Consent in Explicit Consent Mode... 11 Bulk Update of Consent... 12 Individually change the patient opt in/out preferences... 15 Monitoring Consent Changes... 16 Help and Support... 18 Training... 18 Contact MJog Support... 18
MJog Managing Patient Consent Introduction What is GDPR? We already have the Data Protection Act in place within the United Kingdom, GDPR is not very different from this, apart from it brings additional accountability and transparency from organisations. It allows us as members of the public to understand how our data is collected, the purpose for which it is used and for the right for this to be erased. When will the GDPR apply? 25th May 2018 Where can I find out more information about GDPR? You can find out more about GDPR from NHS Digital: https://digital.nhs.uk/article/1414/general-data-protection-regulation-guidance. And from the ICO: https://ico.org.uk/for-organisations/guide-to-the-general-data-protection-regulation-gdpr/ Messaging my Patients Health and direct care are exempt from Consent for direct healthcare (please see NHS Digital link above). How you choose to gain consent for service to support care is up to you as a Practice to decide. How can MJog help? MJog has always worked on an Implied Consent model, but as GDPR has gained momentum, we have been asked by practices to have the function to support Explicit Consent. MJog gives you the ability to use the Consent model that you want. MJog has been designed with flexible built-in options, that allow you to manage your Consent the way that you have chosen as a Practice. The purpose of this guide is to show you how to manage your patient consent preferences in MJog. 1
Changing the MJog consent options MJog makes it easy for you to gather and track patient consent. The new features will also enable you to select a specific 'Consent Mode'; this will be either 'Implied' or 'Explicit'. 'Implied Consent' - This type of consent assumes the patient is happy for you to use their details as they have given you their contact details, and they have not specifically agreed to you using their contact details to contact them. 'Explicit Consent' - This type of consent requires the patient to specifically agree to you using their details; e.g. They tick a box to say I agree on a form or in MJog's case, reply with the word OPTIN to a text message asking if they want to or not. MJog allows you to switch between 'Implied Consent' and 'Explicit Consent' mode. It is worth noting at this point that once MJog has been placed into 'Explicit Consent' mode, it will no longer send messages to people who haven't given their explicit consent for you to do so. Preparing for Explicit Consent Mode Prior to switching MJog to Explicit Consent Mode, make sure that you know what all your registered patient s preferences are regarding their consent. You may have this already on a spreadsheet or system and you know exactly what your patients want. If you don t know, you can use MJog and gather consent via a campaign to obtain this. In this campaign, your patients will be asked a simple question: To receive text messages for appointments and your healthcare : 1. Reply OPTIN 2. Reply OPTOUT If your patients reply OPTIN, they will be consenting to receiving messages from MJog. If patients reply OPTOUT, they will not receive messages from MJog. 2
Sending a Consent Campaign To send a consent campaign to your patients, please follow these steps: To prepare for your campaign, you will first need to download one of MJog s pre-worded message templates. 1. From the Home Page of MJog, click on Communicate with my patients: 2. Click on Download Templates: 3
3. Click on the Consent template category: 4. Download the template which is specific to your MJog: if you are sending messages via NHS Mail, download the Consent Request (NHSmail) template. If you are sending messages via SMS Gateway, download the Consent Request template: 5. Next, use your Patient Appointment System (PAS) to generate a list of your registered patients. Note: For assistance with this, please contact your PAS provider; i.e. SystmOne or EMIS. 6. Once you have generated the search for your registered patients, you will need to export them from your PAS as a CSV file. Depending on which PAS you use, you will need to format the CSV file in a specific way before you can use it in MJog. For assistance with formatting the CSV file correctly, please take a look at this guide: https://support.mjog.net/download/attachments/16187422/csv%20troubleshootin g.pdf?api=v2. 4
Now you will create the Consent Campaign. 1. From the Home Page of MJog, click on Communicate with my patients: 2. Click on the Campaigns tab: 3. Click on the Consent Template: 5
If you have subscribed to one or more additional MJog services; i.e. MJog Smart, you will see the next two screens, if not, skip to step 5. 4. Click Continue on both screens. 5. As with any other MJog Campaign, complete the following steps: a. Select Patient File or Group select and upload your CSV file. b. Setup Delivery Options set when you want to send your consent campaign. c. Setup Response Filters configure the Read Coding options for the campaign* 6
*For PAS-specific Read Codes, please refer to the table below: Keyword Responses Keyword Response PAS Read Code OPTIN SystmOne XaQid EMIS 9NdP OPTOUT SystmOne XaQmZ EMIS 9NdQ Note: If you have subscribed to one or more additional MJog services; i.e. MJog Smart, you will need to add the Read Codes in the relevant tabs: 7
The example below shows how the read codes have been configured for Smart: 6. Once you have configured each Read Code, click Continue: 7. You are now ready to send your consent campaign. Click Send Messages: You will need to allow up to 7 days for the patient responses to be recorded by MJog and read-coded into your PAS. 8
IMPORTANT! If any patients don t respond to your consent campaign, it cannot be implied that you can contact them once MJog has been switched to Explicit Consent Mode. You may want to send your campaign to the patients that did not respond again, to ensure that they have another opportunity to opt in or out. Switching to Explicit Consent Mode 1. Click on Change my messages and other settings: 2. Click on Opt in / out: 9
3. Click on Change the MJog consent options: You can now see the screen below: 10
The Pie Charts here will tell you how many of your patients will be able to receive messages in each of the consent modes: This pie chart displays the percentage of your patients that you can contact, while operating in Implied Consent mode. This pie chart displays the percentage of patients that you can contact, if you switched to Explicit Consent mode. At the bottom of this page there is a disclaimer tick-box, which reminds you of the importance of sending a consent campaign to all your registered patients prior to switching MJog to Explicit mode. After ticking this, click the button labelled 'Switch to Explicit Consent'. MJog will now update the patient preferences, which may take a few minutes: Managing Patient Consent in Explicit Consent Mode Once you have switched MJog to Explicit Consent Mode, the way that you manage patient consent will change, and it will no longer be implied that you can contact patients using their given contact methods; i.e. SMS, Voice or Email. When new patients are registered with your surgery, you have two options for opting them in: 1. Bulk Update of Consent 2. Individually change the patient opt in/out preferences 11
Bulk Update of Consent Bulk Update of Consent enables you to import a CSV file of your patients consent preferences into MJog. Note: You must have Administrator Access Level to do this. 1. Use your Patient Appointment System (PAS) to generate a list of your patients, who have opted in for one (or all) of your subscribed services; i.e. Text, Voice and Email. Note: For assistance with this, please contact your PAS provider; i.e. SystmOne or EMIS. 2. Once you have generated the search for your patients and their opt in / out preferences, you will need to export them from your PAS as a CSV file. 3. Now you need to edit your CSV file in Excel. The CSV to contain the following columns: Patient ID (or NHS Number if you use SystmOne) Text Email Voice VoiceToMobile The column headers are case sensitive and need to be exactly as shown in the following example or the import will not work: *The text (in or out) refers to the patient s preference for being contacted by the relevant method. NOTE: If you are only using Text, you can leave the other columns blank. 4. Save the CSV file. 12
5. Click on Change my messages and other settings: 6. Click on Opt In / Out: 13
7. Click on Bulk change the patient opt in / out preferences: 8. Click Choose file: 9. Browse to and select your CSV file. 10. Click Upload. MJog will now bulk import your patient s consent preferences. 14
Individually change the patient opt in/out preferences An alternative method for opting patients in for receiving messages, is to do so individually. Note: You must have Administrator Access Level to do this. When you register a new patient, you can then opt them in for receiving SMS, Voice or Emails in MJog. 1. From the Home Page of MJog, click on Change my messages and other settings: 2. Search for the patient: 15
3. Select the patient and then click Next: 4. Select the patient contact preferences as appropriate, and then click Save: 5. Click Save Settings. Monitoring Consent Changes In time, you may need to view a history of a patient s consent changes. MJog tracks an audit trail of these changes. To view a consent history for a patient: 1. From the Home Page of MJog, click on Comms History: 2. Search for the patient: 16
3. Select the patient and then click Next: 4. Click View Consent History: A detailed record of the patient s consent history is displayed: 17
Help and Support If you require further assistance, MJog offers several options for Training and Support: Training Webinars: https://www.mjog.com/updates/webinar-calendar/ elearning: https://support.mjog.net/display/mkb/interactive+training Contact MJog Support Telephone: 0845 862 1858 Email: support@mjog.com 18