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Public and patient information, advice and advocacy

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Public and patient information, advice and advocacy

  1. 1. The Future: a world class patient service
  2. 2. What are the key cornerstones of a world class patient service Open Outcomes World class Data Text Text Transparency Knowledge for all Customer choice Patient Voice and control and Insight Participation 2
  3. 3. Transparency and participation have transformed customer service in other sectors… so why not healthcare? Online banking – a consumer success story ▪ Launched in the US in 1994 and in the UK in 1998 ▪ Now >22M adult users (>50% of computer users) Consumer applications offered with digital banking Access to records Ability to transact Ability to book  Online banking offers  Customers pay bills and appointments access to personal receive payments  Online banks offer real bank account  Healthcare equivalent: time facilities to book applications in a secure ability to receive test meetings and calls with environment results advisers  Healthcare equivalent:  Healthcare equivalent: access to the medical ability to email your record doctor SOURCE: Financial Fraud Action UK 3
  4. 4. The NHS will become a world class patient service by promoting transparency and participation Unleashing demand: comparative data has Accountability promoted active choice in other sectors Economic Choice Growth Raw material for enterprise: Knowledge NHS data offers global lead in for all technology and life sciences Customer Outcomes Service Driving up quality: 1,000 Digital services: The VA Efficiency fewer deaths each year in reduced bed days by 25% cardiac surgery since data by introducing online record published access to encourage self-care Identifying best practice and reducing waste: Customer insight has UNCLASSIFIED transformed costs and value of health systems 4
  5. 5. Patient and public voice A new approach to public engagement Every NHS organisation that receives funds from NHS CB will need to demonstrate it is listening to its service users and responding to their requirements. From April 2013, one such tool – the Friends and Family test – will be mandatory in every NHS acute Trust. 5
  6. 6. Participation Putting the citizen at the heart of the NHS Transform Participation Transform patient Transform insight empowerment -New approaches to - Friends and Family test -engagement - A programme to support roll out to acute trusts by April 2013 information as a health - Social media network service to promote for patient groups self-care, health literacy - Comprehensive real time plan for patient feedback and health champions - Support and assurance for world class -Support and assurance patient and public for high quality deployment participation by CCGs of market research tools among CCGs
  7. 7. Putting the consumer digital revolution at the heart of the NHS A new patient service platform • Service Directories will launch in • Provider Comparisons Transparency November • NHS Choices condition information 2013. This will mark a • Real time feedback through 111 watershed in the • Patients Like Me networks adoption of digital • Civic Participation Participation technology in networks healthcare. It will provide a multi- channel point of access to information and services in the • Online record access • Booked Transactions NHS. It will be the appointments • Repeat prescriptions biggest online service of its kind 7
  8. 8. Putting the consumer digital revolution at the heart of the NHS: it’s worked in the US and we have pioneers Online record access: The 311 movement: transforming the customer experience American cities transformed their commissioning efficiency through use of multi-channel platforms based around the 311 non-emergency helpline. Margaret Rickson, 83, from Hyde in Greater Manchester trained herself to They encouraged mass citizen feedback. New York use a computer in order to order receives 90,000 calls and texts a day. prescriptions online. This has changed her life. More than 50m There is now clear evidence that ‘crowdsourcing’ visits to the GP may not be needed if patients went online as they do municipal commissioning reduced costs , improved quality and has transformed citizen relationships 8

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