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Citizen 2.0 – harnessing patient experience for better healthcare
Citizen 2.0 – harnessing patient experience for better healthcare
Citizen 2.0 – harnessing patient experience for better healthcare
Citizen 2.0 – harnessing patient experience for better healthcare
Citizen 2.0 – harnessing patient experience for better healthcare
Citizen 2.0 – harnessing patient experience for better healthcare
Citizen 2.0 – harnessing patient experience for better healthcare
Citizen 2.0 – harnessing patient experience for better healthcare
Citizen 2.0 – harnessing patient experience for better healthcare
Citizen 2.0 – harnessing patient experience for better healthcare
Citizen 2.0 – harnessing patient experience for better healthcare
Citizen 2.0 – harnessing patient experience for better healthcare
Citizen 2.0 – harnessing patient experience for better healthcare
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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)

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

Published in: Health & Medicine
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  • 1. Citizen 2.0 – harnessing patient experience for better healthcare Dr Neil Bacon Founder, iWantGreatCare.org
  • 2. “The future never just happened, it was created.”
  • 3. Explosion of patient experience It is already happening – in a totally uncontrolled, random, variable way
  • 4. How can we harness this huge tide of citizen knowledge and expertise?
  • 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. Informed citizen/community has true choice and creates MASSIVE pressure of transparency and “market forces” on providers
  • 7. But only if feedback is • Transparent • Independent • (not run by providers or governments) • Meaningful • (to patients, not doctors!) • Granular • Comparative
  • 8. How can we do this?
  • 9. How can we do this?
  • 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. 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. 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. 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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