Patient Opinion James Munro

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  • 1. Patient Opinion: patient engagement for the 21st century James Munro www.patientopinion.org.uk
  • 2.  
  • 3. Patient feedback on the web? Too late! It’s happening already
  • 4.  
  • 5.  
  • 6.  
  • 7.  
  • 8.  
  • 9. The cost of voice is now zero
    • On the web, everyone can have a voice
    • But
      • Having a voice is not the same as being heard
      • Being talked about is not the same as having a conversation
      • Feedback alone may not be enough
  • 10. Can the web help create social value from feedback?
  • 11.  
  • 12. Find comments on local services
  • 13.  
  • 14.  
  • 15.  
  • 16. About half of our feedback is positive
  • 17.  
  • 18. But some patients have a bad experience
  • 19.  
  • 20.  
  • 21.  
  • 22. Some postings change local services
  • 23.  
  • 24.  
  • 25. Engaging with patients Easy for the NHS blogging Patient Opinion Formal complaints Surveys YouTube, Flickr, RateMDs.com Litigation Hard for the NHS Easy for the public Hard for the public
  • 26. What Patient Opinion does
    • Navigation
    • Translation
    • Privacy
    • Incentives for NHS response
    • Incentives for improvement
    Patients Services
  • 27. Activity on Patient Opinion 20,000 pages per day 5,000 comments so far 50 NHS organisations engaged
  • 28. Types of feedback
  • 29. Socio-economic status of contributors Least deprived 20% of population Most deprived 20% of population
  • 30. Future plans
  • 31. Where now?
    • Feedback is a start
    • But can it make services better?
      • Incentives for responsiveness
      • Web tools for supporting change
        • Service level change
        • Individual level change
      • “ Co-creation”
        • Can users and staff work together?
  • 32. Sustaining Patient Opinion
  • 33. 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
  • 34. www. patientopinion .org.uk Visit us to find out more