The Future: a world class

patient service

Text Text

World class Data Open Outcomes

Patient Voice and Insight

Customer choice and control

Transparency

Participation

What are the key cornerstones of a world class patient service

Knowledge

for all

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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 records Online banking offers

access to personal bank account applications in a secure environment

Healthcare 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

Accountability

Choice Economic Growth

Outcomes Customer

Service

Efficiency 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

Knowledge for all

Unleashing demand: comparative data has promoted active choice in other sectors

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Patient and public voice A new approach to public engagement

Every 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. 5

Participation

Putting the citizen at the heart of the NHS

Transform insight

- Friends and Family test

roll out to acute trusts

by April 2013

- Comprehensive real time

plan for patient feedback

-Support and assurance

for high quality deployment

of market research

tools among CCGs

Transform Participation

-New approaches to

-engagement

- Social media network

for patient groups

- Support and

assurance for world class

patient and public

participation by CCGs

Transform patient

empowerment

- A programme to support

information as a health

service to promote

self-care, health literacy

and health champions

•Service Directories

•Provider Comparisons

•NHS Choices condition information

Transparency

•Real time feedback through 111

•Patients Like Me networks

•Civic Participation networks

Participation

•Online record access

•Booked appointments

•Repeat prescriptions

Transactions

A new patient

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

Putting the consumer digital revolution at the heart of the NHS

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The 311 movement: 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

Putting 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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