Powering progress in Wales primary care

Primary care

Powering progress in Wales primary care

Contents:

Introducing Optum

4-5 Flexible and intuitive working with EMIS Web 6-7 Supporting practices to work smarter, not harder 8-9 Welsh practice reaps the benefits of cluster work with EMIS Web 10-11 Electronic Prescription Service (EPS) 12-13 ScriptSwitch Prescribing 14-15 Digital is at the forefront of efficient healthcare delivery 16-17 Guidance at your fingertips 18-19 Introducing EMIS-X and Apex

At Optum, our mission is clear: helping people live healthier lives and helping make the health and care system work better for everyone. Bringing together advanced data and technology capabilities, deep clinical and industry expertise, along with our cross-industry relationships, we’re helping our customers tackle healthcare’s biggest challenges. We’re supporting the delivery of care through great technology, enabling cluster working and the shift to prevention. By reducing administrative burdens, streamlining workflows and providing intelligent decision support, we enable clinicians to operate at the highest level of their expertise. As the primary clinical system supplier in Wales, we’re committed to working with Digital Health and Care Wales (DHCW) to ensure that you have the technology needed to improve services. Our solutions can enable you to deliver high quality care, now and into the future.

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EMIS Web® is the most widely used clinical system for primary care in the UK. Created by clinicians, for clinicians, our software is here to help you run your practice efficiently and deliver the best possible care, with patient safety at its core. Providing secure access to all the information you need, we’re supporting you to make the right decisions. The inbuilt templates and protocols make your daily tasks easier, allowing you to spend more time focused on your patients. EMIS Web is an interoperable system that meets the requirements of Digital Health and Care Wales (DHCW) and integrates with key national systems such as Welsh Clinical Communications Gateway (WCCG) and Wales Demographic Service (WDS). Flexible and intuitive working with EMIS Web

Save time EMIS Web is designed to streamline your workflows — helping you spend less time on admin and more time with patients.

Leanne Owen , Deputy Practice Manager, Canolfan Iechyd Llangollen Health Centre, Wales usability is great, and the template builder is really good .” I like the simplicity of the EMIS Web layout. The searches are easy to manipulate, the

Improve patient outcomes With fast, secure access to vital patient information and built-in clinical decision support, we’re enabling informed choices that lead to better outcomes. Work collaboratively Our interoperable system enables joined-up care across your community — so patients get the right care, in the right place, at the right time.

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“For me, the F12 function for the protocol launcher is a game changer. I can automate actions making it quick and consistent and reducing human error. It’s not only time saving, but it helps the practice get paid accurately when claiming.”

Supporting practices to work smarter, not harder

When we spoke to Leanne Owen, Deputy Practice Manager at Canolfan Iechyd Llangollen Health Centre, her enthusiasm for EMIS Web was clear: “I like the simplicity of EMIS Web’s layout. The searches are easy to manipulate, the usability is great, and the template builder is really good.” It’s not just Leanne who’s a fan of EMIS Web — the same enthusiasm is shared across the practice. “The design and functionality is focused on the user first, the software caters for different abilities and job roles, from those who work on reception, to GPs. “I’m always on the lookout for ways in which my colleagues use it to get more tips and tricks and they come to me for the same. It’s helpful to share expertise, and I find Optum Help Centre a great resource if we don’t have the answers in our cluster.”

My motto is to always do smarter, not harder working. EMIS Web supports that mentality.” Leanne Owen , Deputy Practice Manager, Canolfan Iechyd Llangollen Health Centre, Wales

When used in a cluster setting, EMIS Web has the capabilities to share appointment books and patient records in real time. This is not just confined to practices but can include local services. Leanne adds, “We immediately saw payback of sharing resources across the network, EMIS Web responded flexibly, enabling us to make quick decisions. This system is forward thinking in its design and is the reason I have never looked elsewhere.”

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It’s not just concepts and protocols that keeps Deborah and her team engaged with the tools on hand with EMIS Web. The practice uses the reports function to claim accurately and on time for their enhanced services each month, “We also build our own templates, enabling clinicians to capture information consistently and accurately using the correct read codes which is so important when data is extracted for national reporting of activity.” EMIS Web enables practices to design around local processes, ways of working and automated procedures — reducing the risk of errors, ensuring consistency and saving time.

Welsh practice reaps the benefits of cluster work with EMIS Web

Deborah Kalaji, Practice Manager at Canolfan Iechyd Amlwch, Wales, part of the Anglesey cluster, is a staunch EMIS Web fan. “It’s invaluable to share reports and templates with colleagues at other EMIS Web practices, rather than reinventing the wheel as new projects and reporting requirements are implemented. “I love the concept and protocols area best of all. They help me to build prompts, and deliver quick steps to improve our team’s efficiency, which has increased our ability to be proactive.” Concepts and protocols are decision-making tools that enable the automation of decision-making processes. They can be used to identify certain characteristics in a patient’s record and, based on the information found, automate actions or provide guidance to the clinician.

EMIS Web does everything I need as part of a cluster, standalone practice and to the benefit of our patients .”

Deborah Kalaji, Practice Manager, Canolfan Iechyd Amlwch, Wales

To learn about concepts and protocols in EMIS Web, visit Optum Help Centre here

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Benefits of EPS:

Electronic Prescription Service (EPS) EPS enables GPs and other prescribers to send prescriptions electronically to a patient’s nominated pharmacy or dispenser. As part of a phased roll-out to practices in 2025 and 2026, we’re working with DHCW to help prescribers and dispensers process prescriptions more efficiently. How it works Instead of printing and signing paper prescriptions, prescribers can now generate and sign prescriptions electronically. These are sent directly to the patient’s nominated pharmacy — ready for processing without delay. Patients can collect repeat prescriptions from a local pharmacy without first collecting a paper prescription from their GP — making it more convenient and freeing up time in general practice that can be spent on patient care. Sites scheduled to go live with EPS will be contacted by the implementation team prior to the roll out of the service in their practice to arrange installation.

Supports remote care Ideal for telephone or video consultations, with no need for physical paperwork.

Saves time Prescriptions are sent instantly to pharmacies, reducing admin and freeing up clinical time.

Enables easy cancellations Prescriptions can be cancelled or amended before dispensing.

Improves patient experience Patients no longer need to collect paper prescriptions from the practice.

Aligns with NHS Wales digital goals Reduces paper use and supports the Digital Medicines strategy.

Enhances safety Reduces errors by standardising prescription data and enabling real-time tracking.

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ScriptSwitch Prescribing

Key benefits

Prescribing in primary care can be complex. Clinicians must balance safety, accuracy and cost-effectiveness whilst keeping up with evolving guidance. ScriptSwitch® Prescribing – Clinical Decision Support works within EMIS Web, and it’s designed to help healthcare professionals make informed decisions at the point of prescribing. Clear, actionable advice is displayed directly within the prescribing workflow. Recommendations appear as pop-up alerts that can be accepted with a single click, ensuring minimal disruption. Accepted switches are added straight to the clinical record, improving prescription accuracy and safety. Medicines management teams can use ScriptSwitch Prescribing to author content that supports adherence to local formulary, guidance, and protocols. Prescribers benefit from the centrally authored content, adopted from the library by local medicine management teams.

Improve prescription accuracy and safety with clear, actionable advice at the point of prescribing

Reduce medicine waste and support cost-effective prescribing choices

Access up-to-date guidance aligned to local and national best-evidence practice

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Digital is at the forefront of efficient healthcare delivery

The team at Folkestone, Hythe & Rural Primary Care Network (PCN), similar to a cluster in Wales, have embraced technology in helping them to transform the way they deliver services. The network of 7 practices have created new care pathways for their population of around 48,000 patients creating 10,000 additional appointments across the PCN. “The drive for the NHS is to encourage practices to club together, to benefit from economies of scale, to think differently about how we deliver services – and I think that our PCN has really embraced that, particularly around digital transformation”, commented Stephen Weller, Managing Business Partner at New Lyminge Surgery. Underpinned by PCN Hub Using EMIS Web PCN Hub (currently in development for Wales) has enabled the team at Folkestone, Hythe & Rural to create a centralised hub for multidisciplinary practitioners. This hub, accessed via single sign-on has increased service capacity to relieve pressure from stretched GPs and is enabling patients to be seen more quickly by an appropriate clinician. 14

Given the challenges of increased patient demand and a depleted GP workforce, we quickly realised that our operating model had to evolve . Working together as practices enabled us to develop a system that improves patient access and offers healthcare provision more efficiently .”

Dr Aravinth Balachandran, Clinical Director, Folkestone, Hythe & Rural PCN, GP Partner at Oaklands Health Centre

Optum Learn Explore an interactive platform offering expert-led training, mapped learning plans, and flexible access to content. Build your skills at your own pace, whenever and wherever it suits you — whether you’re new to a product or looking to deepen your knowledge.

Guidance at your fingertips

Whether you’re just getting started or have years of experience, support is always within reach. Optum Learn, the Optum Help Centre, and Expert Connect are here to help you solve problems, boost productivity, and work in the way that suits you best. Optum Help Centre Access training resources, release notes, product news and guides for all Optum products. You’ll also find expert advice, peer communities, and practical tips to help you share best practice and get the most from your tools.

Visit Optum Learn

Expert Connect Book a one-hour training session with one of our expert trainers. Whether you’re learning something new or just need a refresher on key processes or functionality, our trainers are here to help. The booking system is simple, with flexible timeslots to fit around your schedule.

Visit Optum Learn

Visit Optum Help Centre

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Transforming services using critical analytics with Apex Primary care in Wales is facing growing pressure — from an ageing population to rising demand and long-term conditions. To build a sustainable future, healthcare teams need timely, meaningful insights that support smarter decisions. Apex is coming soon to Wales This powerful tool will help primary care organisations unlock the potential of their data through clear, visual dashboards. With Apex, healthcare teams can easily spot opportunities to improve services, streamline operations, and design care that better meets the needs of their communities. Apex also supports capacity and workforce planning, offering insights into past activity trends and enabling cross-organisational rota management — helping teams work more efficiently and collaboratively.

Introducing EMIS-X: Supporting the future of primary care

EMIS-X is our next-generation platform, designed to support healthcare professionals with the latest cloud-based tools. It will soon begin rolling out in Wales, working alongside EMIS Web to introduce new capabilities — starting with improved usability, faster performance, and a more modern experience — without requiring a system migration. As EMIS-X evolves, it will gradually replace EMIS Web features, allowing practices to benefit from the latest technology while maintaining continuity and confidence. EMIS-X is central to our long-term transformation strategy and will help future-proof care across Wales in line with NHS ambitions.

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Get in touch

If you’d like to find out more about how we can support you, speak with your local account director today, or get in touch at:

uk.info@optum.com

optum.co.uk/tech-enabled-services

Egton Medical Information Systems Ltd (t/a Optum) is a company registered in England and Wales. Registered number: 02117205. Registered office: Fulford Grange, Micklefield Lane, Rawdon, Leeds, LS19 6BA. © 2025 Optum. All rights reserved.