Post on 30-Mar-2018
Building choice of high quality support for commissioners
The Future is Open: Making the NHS the best customer service in the world
October 2012
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Our mission:
What are the key characteristics of aworld class patient service?
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Transparency and participation have transformed customer service in other sectors…
so why not healthcare?
SOURCE: Financial Fraud Action UK
Consumer applications offered with digital banking
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)
Access to recordsOnline banking offers
access to personal bank
account applications in a
secure environmentHealthcare equivalent:
access to the medical
record
Ability to transact
Customers pay bills and
receive payments
Healthcare equivalent:
ability to receive test
results
Ability to book
appointments
Online banks offer real
time facilities to book
meetings and calls with
advisers
Healthcare equivalent:
ability to email your
doctor
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UNCLASSIFIED
The NHS will become a world class patient service by promoting Transparency and Participation
Driving up quality: 1,000
fewer deaths each year in
cardiac surgery since data
published
Digital services: The VA
reduced bed days by 25%by introducing online record
access to encourage self‐care Identifying best practice
and reducing waste:
Customer insight has
transformed costs and
value of health systems
Raw material for enterprise:
NHS data offers global lead in
technology and life sciences
Unleashing demand:
comparative data has
promoted active choice in
other sectors
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This is what we mean by data
Connected DataStructured data generated about me in networks (eg Google trends)
My Public DataUnstructured dataI share with others
(eg email)
Insight DataStructured data I volunteer to others (eg Net Promoter)
LIQUID DATA
My Private DataStructured confidential data I collect on myself
Routine DataStructured data
about me (eg healthepisodes)
Text Text
World class DataOpen Outcomes
Patient Voiceand Insight
Customer choiceand control
Transparenc y
Participation
What are the key cornerstones of aworld class customer service?
Knowledgefor all
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For the first time, information, technology and communications functions in the NHS have been
brought together in one place to facilitate excellence in transparency and participation
A new commitment to customer serviceThe Directorate for Patients & Information:
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A. IntelligenceSupporting people to make the best decisions they can
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IntelligenceDeveloping data tools and capabilities
care.dataA new initiative to create a
comprehensive data platform for
health and social care
By April, we will have published the
NHSCB data catalogue for 2013/14,
CCG assurance protocols and
launched a NHSCB ‘CEO app’
–
an
iPad enabled beta data service.
Transparency and Code for Health
We will be publishing more data for free re‐use
and driving innovation and enterprise in the
use of data by training staff and the public. We
want Open Data in healthcare to be a social
movement
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B. Patient and public voicePutting the citizen at the heart of the NHS
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Patient and public voiceA new approach to public engagement
Civil Society Assembly A new initiative to bring together NHS
champions to work with the NHS
Commissioning Board on shaping its future.
A virtual and physical network for anybody
who wants to support and develop the
work. It will have a steerco comprised of
leaders from a variety of backgrounds, as
well as patient bodies
Customer InsightEvery 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.
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C. Customer RelationsGiving the patient control and choice when they want it
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A new customer service platform will launch in
November 2013.
This will mark a
watershed in the
adoption of digital
technology in
healthcare. It will
provide a multi‐channel
point of access to
information and services
in the NHS. It will be the
biggest online service of
its kind
Customer RelationsPutting the consumer digital revolution at the heart of the NHS
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The 311 movement: a model for the NHS?
American cities transformed their commissioning
efficiency through use of multi‐channel platforms
based around the 311 non‐emergency helpline.
They encouraged mass citizen feedback. New York
receives 90,000 calls and texts a day.
There is now clear evidence that ‘crowdsourcing’
municipal commissioning reduced costs ,
improved quality and has transformed citizen
relationships
Customer RelationsPutting the consumer digital revolution at the heart of the
NHS: it’s worked in the US and we have pioneers
Online record access: transforming the customer experience
Margaret Rickson, 83, from Hyde in
Greater Manchester trained herself to
use a computer in order to order
prescriptions online. This has changed
her life. More than 50m visits to the GP
may not be needed if patients went
online as they do
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D. Systems and TechnologyDigital First
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Systems and TechnologyPromoting customer service and growth
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Whoever said it would be easy?Nobody has ever done this before
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