patient opinion james munro
TRANSCRIPT
Patient Opinion: patient engagement for the 21st century
James Munro
www.patientopinion.org.uk
Patient feedback on the web?
Too late!
It’s happening already
The cost of voice is now zero
On the web, everyone can have a voice
ButHaving a voice is not the same as
being heardBeing talked about is not the same as
having a conversationFeedback alone may not be enough
Can the web help create social value from feedback?
Find comments on local services
About half of our feedback is positive
But some patients have a bad experience
Some postings change local services
Easy for the NHS
blogging
PatientOpinion
Formal complaints
Surveys
YouTube, Flickr,RateMDs.comLitigation
Engaging with patients
Hard for the NHS
Easy for the public
Hard for the public
What Patient Opinion does
• Navigation
• Translation
• Privacy
• Incentives for NHS response
• Incentives for improvement
Patients Services
Activity on Patient Opinion
20,000 pages per day
5,000 comments so far
50 NHS organisations engaged
Types of feedback
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
Visit us to find out more