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Digital transformation: NHS alpha and register with a GP at SD in Gov 2018

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Talk from Service Design in Government 2018

Veröffentlicht in: Design
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Digital transformation: NHS alpha and register with a GP at SD in Gov 2018

  1. 1. Mat Johnson @demotive Digital transformation
 NHS Alpha and Register with a GP
  2. 2. Mat Johnson @demotive Hello
  3. 3. Mat Johnson @demotive NHS Alpha Register with a GP 1 2 3 Reflecting on digital transformation
  4. 4. Mat Johnson @demotive Part 1
 NHS Alpha
  5. 5. Mat Johnson @demotive Why was it started?
  6. 6. FIVE YEAR FORWARD VIEW October 2014  england.nhs.uk/five-year-forward-view
  7. 7. NATIONAL INFORMATION BOARD Personalised Health and Care 2020 Using Data and Technology to Transform Outcomes for Patients and Citizens A Framework for Action November 2014 gov.uk/government/news/introducing-personalised-health- and-care-2020-a-framework-for-action
  8. 8. Mat Johnson @demotive “ ”…experience of care services remains much as it was before the mobile phone and the internet became commonplace. Personalised Health and Care 2020, NIB
  9. 9. Mat Johnson @demotive “ ”…development of NHS.UK into a new integrated health and care digital platform. Personalised Health and Care 2020, NIB
  10. 10. Mat Johnson @demotive “ ”We needed to move from talking about the future of NHS.UK to doing. Dan Sheldon, digital strategy lead
  11. 11. Mat Johnson @demotive What were the aims?
  12. 12. Mat Johnson @demotive Take a user centric approach
  13. 13. Mat Johnson @demotive Work across domains and silos
  14. 14. Mat Johnson @demotive Demonstrate agile working
  15. 15. Mat Johnson @demotive What did we do?
  16. 16. Mat Johnson @demotive 48 patient interviews
 20 to 70 years of age
  17. 17. Mat Johnson @demotive Simple conditions Long-term conditions Registration and booking
  18. 18. Mat Johnson @demotive What did we find?
  19. 19. Mat Johnson @demotive Fast, practical, real life
  20. 20. “ ” Mat Johnson @demotive I’m confident I can find help here on the tablet or the phone.
  21. 21. Mat Johnson @demotive Personalised information
 is motivating
  22. 22. “ ” Mat Johnson @demotive Their information becomes
 my information.
  23. 23. Mat Johnson @demotive Patient experience is a journey
  24. 24. Mat Johnson @demotive Before. Trigger. Help-seeking. Diagnosis. Response. Learning. Treatment. Behaviour change. Support. Monitoring. Progression.
  25. 25. Mat Johnson @demotive Healthcare is a series of human interactions
  26. 26. Mat Johnson @demotive
  27. 27. Mat Johnson @demotive
  28. 28. Mat Johnson @demotive
  29. 29. Mat Johnson @demotive Connecting people to the information and services they need
  30. 30. Mat Johnson @demotive How did we measure success?
  31. 31. Mat Johnson @demotive GDS service assessment www.gov.uk/service-standard-reports/nhs-uk
  32. 32. Mat Johnson @demotive Infrastructure and Projects Authority rating from red to amber
  33. 33. Mat Johnson @demotive Did we deliver?
  34. 34. Mat Johnson @demotive Symptoms and conditions Connecting to services Register with a GP Beta and onwards:
  35. 35. Mat Johnson @demotive Part 2
 Register with a GP
  36. 36. Mat Johnson @demotive Why GP registration?
  37. 37. Mat Johnson @demotive 2.6 million transactions annually
 spanning 8,000 GP practices (ish)
  38. 38. Mat Johnson @demotive What were the aims?
  39. 39. Mat Johnson @demotive Deliver an exemplary transactional service
  40. 40. Mat Johnson @demotive Establish a beachhead
  41. 41. Mat Johnson @demotive Start small
  42. 42. Mat Johnson @demotive What did we do?
  43. 43. search for: citizens advice registering frustration
  44. 44. Mat Johnson @demotive github.com/nhsuk/register-with-a-gp-design
  45. 45. Mat Johnson @demotive github.com/nhsuk/register-with-a-gp-design
  46. 46. Mat Johnson @demotive 51 patients 6 practice managers 6 practice admin staff
  47. 47. Mat Johnson @demotive What did we find?
  48. 48. Mat Johnson @demotive Digital is desired
  49. 49. “ ” Mat Johnson @demotive I can do it from home at
 my time.
  50. 50. Mat Johnson @demotive But can’t you already do that?
  51. 51. Off on a tangent!
  52. 52. Mat Johnson @demotive Inconsistent registration requirements
  53. 53. Mat Johnson @demotive Consistency of service but not delivery
  54. 54. Mat Johnson @demotive Asking for the bare minimum
  55. 55. Mat Johnson @demotive Asking for as much as possible
  56. 56. Mat Johnson @demotive Note
  57. 57. Mat Johnson @demotive Fragmentation and
 mixed messages
  58. 58. Mat Johnson @demotive Civic confusion With thanks to Whitney Quesenbery!
  59. 59. Mat Johnson @demotive How did we measure success?
  60. 60. Mat Johnson @demotive GDS service assessment www.gov.uk/service-standard-reports/
 register-with-a-gp-practice-alpha-assessment
  61. 61. Mat Johnson @demotive Did we deliver?
  62. 62. Mat Johnson @demotive Part 3 Reflecting on digital transformation
  63. 63. Mat Johnson @demotive Discovery Alpha Beta Live
  64. 64. Mat Johnson @demotive “ ”We knew all that already.
 And you’re the nth bunch of people to tell us this.
  65. 65. Mat Johnson @demotive I’m off to buy me an alpha
  66. 66. Mat Johnson @demotive Great big gaps
  67. 67. Mat Johnson @demotive Having an umbrella and failing fast
  68. 68. Mat Johnson @demotive How wet should we get?
  69. 69. Mat Johnson @demotive
  70. 70. Mat Johnson @demotive Finally
  71. 71. Mat Johnson @demotive How do we measure success?
  72. 72. Mat Johnson @demotive NHS Alpha alpha.nhs.uk nhsalpha.herokuapp.com gp-lookup-demo.herokuapp.com Register with a GP register-with-a-gp-prototypes.herokuapp.com nhsuk.github.io/transformation transformation.blog.nhs.uk NHS Digital user: register pw: gms1

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