Accessible Information in the NHS e-Referral Programme25th February 2016

presented by Dr Michelle Durham NHS e-Referral Programme

The NHS e-Referral Vision – March 2015

NHS e-Referral Service will be so simple and intuitive to use that both patients and professionals will want to use it for all transactions

and succeed in doing so, first time – every time.

Referrals throughout health and social care will be initiated and processed using modern technology.

A familiar and user-friendly interface and assisted digital support will provide ‘access for all’ and will fully support vulnerable patients,

those with disabilities and those who rely on carers and interpreters.

The HSCIC NHS e-referral team (formerly Choose and Book) started working with NHS England in 2014 looking at how we could deliver equality in healthcare, through improving accessibility of information for all patient groups.

Consulting with users

In 2014 we held consultations with organisations to find out how vulnerable patients felt we could best support them (through workshops, discussions and surveys): These organisations included:• The Queen Elizabeth Hospital King’s Lynn NHS Foundation Trust• Darlington Deaf Centre• Safer Places, Harlow and Essex• London Connect• Sense, the deafblind charity• East Kent Patient Participation Groupos• The WI• City of Bradford Metropolitan District Council• Locally delivering your NHS across North Derbyshire• Strategic Disability Partnership• North Derbyshire CCG• 21st Century Lay Reference Group• The learning disabilities Steering Group• Northumberland Low Vision Action Group

HarlowEssex

• The average reading age of the UK population is 9 years.

• The Guardian Newspaper has a reading age of 14 years.

• The Sun Newspaper has a reading age of 8 years.

• Choose and Book Letters had a reading age of 16 years.

Users needed all information to be in an accessible format enabling the user to make an informed choice.

Caring - Effective - Responsive - Safe

User needs for accessible information in e-RS

Users needed to know that a clinic could accommodate their disabilities or sensory impairment needs.

Caring - Effective - Responsive - Safe

User needs for accessible information in e-RS

Users needed to be able to organise their appointments using modern technology, with settings to help overcome any sensory disability.

Caring - Effective - Responsive - Safe

User needs for accessible information in e-RS

1. Ask people if they have any information or communication needs, and find out how to meet their needs.

2. Record those needs in a set way

3. Highlight a person’s file, so it is clear that they have information or communication needs, and clearly explain how those needs should be met.

4. Share information about a person’s needs with other NHS and adult social care providers, when they have consent or permission to do so.

5. Make sure that people get information in an accessible way and communication support if they need it.

Accessible Information Standards July 2015

Benefits of implementing the accessible standards

• Convenient for patients

• Gives patients choice and the time to explore that choice

• Reduced DNA’s

• Cost saving to the NHS - Time- Printing costs- Telephone appointment line

• Cost savings to patient - if the patient chooses to use modern technology (smartphone, tablet etc.)

Wireframes Professionals – ‘Happy Path’

Update patient details

1. Ask people if they have any information or communication needs, and find out how to meet their needs.

2. Record those needs in a set way

3. Highlight a person’s file, so it is clear that they have information or communication needs, and clearly explain how those needs should be met.

4. Share information about a person’s needs with other NHS and adult social care providers, when they have consent or permission to do so.

Update patient details

Update patient details

Update patient details

5. Make sure that people get information in an accessible way and communication support if they need it.

Supply patient with short list

Supply patient with short list

Supply patient with short list

Wireframe Patient Web App – ‘Happy Path’

Tried to include wants and needs

Clickable Demo

Back to the drawing board

• Research & Design • Sketching ideas• Mapping User Journey• Needs not wants

21

Desktop (Mobile) Research

Multiple Filters Sort/Filter/Map ‘Hero items’

Give Blood Travel Supermarket Travel Supermarket USwitch

Availability

Wireframe Patient Web App – ‘Happy Path’

Wireframe Review – ‘Happy Path’

24

Select Clinic – Overlay pages

Choice

Informative

Filter/Sort/Map

Hero Items

Where are we now?

• The NHS e-Referral service went live in June 2015 with initial delivery focus on performance improvements and stability, working with our users to ensure the service supported their core requirements whilst reviewing the backlog developed prior to go live.

• The NHS e-Referral Delivery roadmap was reviewed at the January 2016 NHS e-RS Delivery Board

• The accessible information and assisted digital steering group now has a revised, robust plan to implement the accessible information standards and improve assisted digital uptake has been agreed.

Where are we now?

Next step?

Next step?

Any questions?Please try our latest demo!https://nhsers.herokuapp.com

michelle.durham1@hscic.gov.uk