patient involvement: how the web can help james munro
TRANSCRIPT
Patient involvement: how the web can help
James Munro
www.patientopinion.org.uk
Listening to patients
Old world New world
Conversations
Meetings
Suggestions box
Thank you letters
Patient experience trackers
PROMs
PREMs
Web 2.0
Do patients tell you the truth?
“I have to come back. If I’m honest, will it affect my care?”
“I gave feedback before. Nothing changed. It was pointless.”
Result…
“It was fine.”
Were you satisfied? “Yes.”
“Patient Experience Tracker”
Dr Foster Intelligence
Patient feedback on the web?
Too late!
It already happened
RateMDs.com
Can the web help make the NHS better?
About half of our feedback is positive
But some patients have a bad experience
Voice is spreading
The web is PublicIntimateEgalitarian
And new voices are emerging
Voices still to be heard
Homeless peoplePrisonersYoung peoplePeople in residential care
What Patient Opinion does
• Navigation
• Translation
• Privacy
• Encourage responses
• Encourage changes
PatientsHealth
services
Activity on Patient Opinion
20,000 pages per day
12,000 comments on the site
Over 60 NHS organisations engaged
Socio-economic status of contributors
Least deprived 20% of population
Most deprived 20% of population
Future plans
Where now?
Feedback is a start But can it make services better?
Incentives for responsivenessWeb tools for supporting change
• Service level change• Individual level change
“Co-creation”• Can users and staff work together?
Sustaining Patient Opinion
Sustaining Patient Opinion
Aim: an ethical and sustainable business Subscriptions
NHS organisations Patient groups, MPs, others
Subscriptions aim to Broaden and deepen involvement Encourage responsive services Create public value from public feedback
www.patientopinion.org.uk