Transforming healthcare through the patient voice

September, 2013

Public-facing, consumer and service industries transformed by the power of online user-feedback

Ratings and reviews drive better quality, lower cost, and increase public trust, engagement and understanding

Why not in healthcare?

Where everyone has a story to tell…

So:

We knowpatient experience is vital to delivering excellent care and is an absolute measure of quality:

• Predicts safety and clinical outcomes

• Drives staff morale and engagement

• Delivers value and cost-effectiveness

Why then…is user experience not used as:

a central driver

key performance indicator

the core to all management information

?

Global change On a global scale social

changes, access to information, the age of reference not deference.

Consumerisation of healthcare is creating an irresistible force.

To transform healthcare you need to change attitudes and behaviours of four key groups

• Clinicians• Hospitals• Patients• Payers

Hospitals “The results are astonishing – this is innovative better care”

Professor Ilora FinlayDirector, All Wales Palliative Care

“The difference iWGC is making to us is massive: the impact is profound, it is a game-changer”

Phil MorleyCEO, Hull NHS Trust

The differenceEngages and adds value to all four groups

Clinical and online understanding

Real transparency

We believethe need for such a solution has never been greater or more timely...

...given the demand from society for transparency, the increasing pressure on healthcare resources, and the transformational power of the Internet.

Today…

Our team

Dr Neil BaconFounder and CEO

Rt Hon Alan MilburnChairman

Dr David LevyUS Advisor

Stephen KauferSenior Advisor

Oxford and Harvard trained clinician, founder of Doctors.net.uk (world’s largest online professional medical community), ehealth advisor to EU

Secretary of State for Health 1999-2003, Chair of Bridgepoint Capital Advisory Board, Chair of Mars Global Advisors, principal advisor to Lloyds Pharmacy

Clinician and entrepreneur. Global head of health for PWC until June 2013

Founder and CEO, TripAdvisor

Management

Our progress

Manage 40% of NHS hospital feedback

International:240 locations in 18 countries, 14 languages

Over one million reviews by 2014

• IWGC enables organisations to capture patient feedback online or offline for doctors, wards, clinics, hospital departments and across the entire organisation

• Paper, mobile and online services are combined to maximise quality and quantity of data collected

• The system makes it simple to continuously track quantitative and qualitative patient experience, to meet both your local priorities and those of the National Patient Survey

Unified system to measure experience across all clinical scenarios and for all patients

• All data and feedback is scanned, authenticated and securely stored electronically – IWGC handles all paper returns

• Quantitative assessments and reviews (“patient stories”) are collected and evaluated from both patients and carers, including multiple languages, paediatric care and for community-based services

• Clients are able to change question sets as required at no additional cost. We can also develop bespoke measurement programmes to meet specific requirements.

Efficiency, accuracy and timeliness

Our platform: B2B

Our platform: B2B

Two channels to added value

Public facing

B2B management information

Transparent,Consumer-

driven,Comparison

data set,Trusted

source of choice

Any questions?