dr brian gaffney - the return on investment of delivering health services online - an nhs direct...
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The Return on Investment of delivering health services online – an NHS Direct Case Study
Dr Brian GaffneyMedical Director and
Director of Public Health
John SimcockCharity and Health
Sector Manager
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The return on investment of delivering health services online
Dr Brian Gaffney, Medical Director
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“
”
Population growth and the aging of that population is leading to an increased
pressure on the NHS. Traditional face to face cannot keep pace with future
demand, nor would it be affordable.
Digital services can help bridge this gap
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So, why be digital?
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Access
contains 62 million people
82% are internet users
or 51million peopleInternet World Stats 2010/Neilson Online
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The market for digital healthcare
46%of users looking at health on the internet are trying to self diagnose (18 million)
McDaid & Park, 2010
75%of internet users look for health online (38 million)
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Channel diversity
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Access
Ofcom Communications Market Report 2011
27%of adults
49%of teens
= 14 million
= 2.5 million
93% = 58 million
91% = 57 million
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Why multichannel for health?
Improve the service deliver something other channels can’t
Improve accessallow the public to interact where they want to
Create demandencourage use of the service by making it available in more places
Create cost efficiencydeliver services for a lower cost
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Is digital appropriate?
Digital healthcare delivery has been shown to:
increase access to care
increase patient empowerment
reduce costs
achieve equal or better quality of careNijland et al 2009, Umeford et al 2006, Bodenheimer et al 2002, Kerr et al 2006, Samoocha et al 2010
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How to create value
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The urgent care environment
Patients are confused by the urgent care environment, despite national and local campaigns
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Online health and symptom checkers
Online tools
Quick and easy to use
Expert drivenassessment
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Simple to use
Patient is guided through questions, step by step
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What are the outcomes?
Decreasing demand on core NHS services
Online symptom checker
Self care advice online
Web chatwith NHS
Direct
Callback from NHS Direct
Pharmacy
Referred to GP, A&E,
Dentist or 999
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The cost of NHS treatment
* DH Reference Costs 2009/10 ** PSSRU Unit Costs for Social Care 2009/10
£219
£95
£32
*
**
* - or -£8-12
£0.12
***
****
*** Connecting for Health/University of Sheffield, Second Interim Report, Oct 11**** NHS Direct service evaluation 2012
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GP patient contact time by relevance
Genuine medical case for GP
Worried wellSocial care
Practice nurserelevant case
Minor – does notrequire HCP
A&E case
Only 1/3 of GP contact time is spent with
appropriate patients –Digital could deal with
many of the restAviva Health of the Nation Report July 2011
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What’s the impact?
1% reduction in
face to face consultation
saves the NHS £200mDepartment of Health, 2011, Innovation, Health and Wealth
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Effect on the health economy
£57 millionSaved in the health economy in 2010/11
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A future vision?
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A future vision?
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A future vision?
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A future vision?
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Other uses?
Digital healthcare
Pre-attendance questionnaire
Webcam follow up
Online medicines
review Self care advice
Webchat questions
GP-Patient-Consultant conference
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How we distribute our content
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Operational model for content
Our objective is reach and usage, and to achieve this we adopt a model that is:
Platform agnostic
Destination agnostic
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Dr Google
Online information dominated by search engines, so high visibility is key – people may not look for your service, but for the thing they want to do
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Netdoctor
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Channel 4
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Explore innovation
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Conclusions
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Conclusions
Digital healthcare delivery has been shown to:
increase access to care
increase patient empowerment
reduce costs
achieve equal or better quality of careNijland et al 2009, Umeford et al 2006, Bodenheimer et al 2002, Kerr et al 2006, Samoocha et al 2010
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What to do about it?
In your service can you:
allow patients to choose digitalinstead of face to face?
shift labour intensive tasks online?
make admin tasks like appointmentbookings available on the web?
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Conclusion
Digital is transforming healthcare
With or without you.
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