Citizen 2.0 – harnessing patient experience for better healthcare

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Citizen 2.0 – harnessing patient experience for better healthcare. Bacon N. eHealth week 2010 (Barcelona: CCIB Convention Centre; 2010)

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Citizen 2.0 – harnessing patient experience for better healthcare

  1. 1. Citizen 2.0 – harnessing patient experience for better healthcare Dr Neil Bacon Founder, iWantGreatCare.org
  2. 2. “The future never just happened, it was created.”
  3. 3. Explosion of patient experience It is already happening – in a totally uncontrolled, random, variable way
  4. 4. How can we harness this huge tide of citizen knowledge and expertise?
  5. 5. Why should we do this? • Social change and consumerisation of health • Healthcare quality = outcomes x experience • Good patient experience is predictor of improved clinical outcomes and cost-efficiency • Other outcome metrics • Frequently non-existent • Hard to collect • Not understood by citizens • Don’t always measure what is important to patients • Truly comparative • “Early warning” – predictive and real-time
  6. 6. Informed citizen/community has true choice and creates MASSIVE pressure of transparency and “market forces” on providers
  7. 7. But only if feedback is • Transparent • Independent • (not run by providers or governments) • Meaningful • (to patients, not doctors!) • Granular • Comparative
  8. 8. How can we do this?
  9. 9. How can we do this?
  10. 10. Clinicians, organisations and Governments • Unique philosophy, approach and processes to maximise benefits for all stake-holders • Clinicians: opposition -> confusion -> understanding -> acceptance -> enthusiasm • Organisations – tool for culture-change and ensuring organisation is patient-centric • Governments – looking to harness power of social and technological changes to improve quality
  11. 11. Ensuring no one left behind • Must level the playing field • Reduce the variation (Bell Curve) • Ensuring inclusivity • Multi-channel: paper, web, phone • Extremes of age • Family and carer feedback • Multilingual • Disability • But all benefit when some exert power
  12. 12. What future do we want to create? • Healthcare driven by needs, wishes and expectations of patients and citizens • Citizen feedback becomes a key-metric for all health and social care • Becomes European standard – consistent metrics • Allows citizens to make meaningful comparisons and choices across borders • Simple and easy to use for all • True “Citizen-pressure” drives continued improvement from all providers
  13. 13. It is currently easier to compare hotels across Europe than it is healthcare and hospitals We have the chance to change this, before our children ask us “why?”

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