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Mat Johnson @demotive
Digital transformation

NHS Alpha and Register with a GP
Mat Johnson @demotive
Hello
Mat Johnson @demotive
NHS Alpha
Register with a GP
1
2
3 Reflecting on digital
transformation
Mat Johnson @demotive
Part 1

NHS Alpha
Mat Johnson @demotive
Why was it started?
FIVE YEAR
FORWARD VIEW
October 2014 
england.nhs.uk/five-year-forward-view
NATIONAL
INFORMATION
BOARD
Personalised Health
and Care 2020
Using Data and Technology to Transform
Outcomes for Patients and Citizens
A Framework for Action
November 2014
gov.uk/government/news/introducing-personalised-health-
and-care-2020-a-framework-for-action
Mat Johnson @demotive
“ ”…experience of care services
remains much as it was before
the mobile phone and the
internet became commonplace.
Personalised Health and Care 2020, NIB
Mat Johnson @demotive
“ ”…development of NHS.UK into
a new integrated health and
care digital platform.
Personalised Health and Care 2020, NIB
Mat Johnson @demotive
“ ”We needed to move from
talking about the future of
NHS.UK to doing.
Dan Sheldon, digital strategy lead
Mat Johnson @demotive
What were the aims?
Mat Johnson @demotive
Take a user centric approach
Mat Johnson @demotive
Work across domains and silos
Mat Johnson @demotive
Demonstrate agile working
Mat Johnson @demotive
What did we do?
Mat Johnson @demotive
48 patient interviews

20 to 70 years of age
Mat Johnson @demotive
Simple conditions
Long-term conditions
Registration and booking
Mat Johnson @demotive
What did we find?
Mat Johnson @demotive
Fast, practical, real life
“ ”
Mat Johnson @demotive
I’m confident I can find help
here on the tablet or the
phone.
Mat Johnson @demotive
Personalised information

is motivating
“ ”
Mat Johnson @demotive
Their information becomes

my information.
Mat Johnson @demotive
Patient experience is a journey
Mat Johnson @demotive
Before. Trigger. Help-seeking.
Diagnosis. Response. Learning.
Treatment. Behaviour change.
Support. Monitoring. Progression.
Mat Johnson @demotive
Healthcare is a series of
human interactions
Mat Johnson @demotive
Mat Johnson @demotive
Mat Johnson @demotive
Mat Johnson @demotive
Connecting people to the
information and services they need
Mat Johnson @demotive
How did we measure
success?
Mat Johnson @demotive
GDS service assessment
www.gov.uk/service-standard-reports/nhs-uk
Mat Johnson @demotive
Infrastructure and Projects Authority
rating from red to amber
Mat Johnson @demotive
Did we deliver?
Mat Johnson @demotive
Symptoms and conditions
Connecting to services
Register with a GP
Beta and onwards:
Mat Johnson @demotive
Part 2

Register with a GP
Mat Johnson @demotive
Why GP registration?
Mat Johnson @demotive
2.6 million transactions annually

spanning 8,000 GP practices
(ish)
Mat Johnson @demotive
What were the aims?
Mat Johnson @demotive
Deliver an exemplary
transactional service
Mat Johnson @demotive
Establish a beachhead
Mat Johnson @demotive
Start small
Mat Johnson @demotive
What did we do?
search for: citizens advice registering frustration
Mat Johnson @demotive
github.com/nhsuk/register-with-a-gp-design
Mat Johnson @demotive
github.com/nhsuk/register-with-a-gp-design
Mat Johnson @demotive
51 patients
6 practice managers
6 practice admin staff
Mat Johnson @demotive
What did we find?
Mat Johnson @demotive
Digital is desired
“ ”
Mat Johnson @demotive
I can do it from home at

my time.
Mat Johnson @demotive
But can’t you already do that?
Off on a tangent!
Mat Johnson @demotive
Inconsistent registration
requirements
Mat Johnson @demotive
Consistency of service but
not delivery
Mat Johnson @demotive
Asking for the bare minimum
Mat Johnson @demotive
Asking for as much as possible
Mat Johnson @demotive
Note
Mat Johnson @demotive
Fragmentation and

mixed messages
Mat Johnson @demotive
Civic confusion
With thanks to Whitney Quesenbery!
Mat Johnson @demotive
How did we measure
success?
Mat Johnson @demotive
GDS service assessment
www.gov.uk/service-standard-reports/

register-with-a-gp-practice-alpha-assessment
Mat Johnson @demotive
Did we deliver?
Mat Johnson @demotive
Part 3
Reflecting on digital
transformation
Mat Johnson @demotive
Discovery
Alpha
Beta
Live
Mat Johnson @demotive
“ ”We knew all that already.

And you’re the nth bunch of
people to tell us this.
Mat Johnson @demotive
I’m off to buy me an alpha
Mat Johnson @demotive
Great big gaps
Mat Johnson @demotive
Having an umbrella and
failing fast
Mat Johnson @demotive
How wet should we get?
Mat Johnson @demotive
Mat Johnson @demotive
Finally
Mat Johnson @demotive
How do we measure success?
Mat Johnson @demotive
NHS Alpha
alpha.nhs.uk
nhsalpha.herokuapp.com
gp-lookup-demo.herokuapp.com
Register with a GP
register-with-a-gp-prototypes.herokuapp.com
nhsuk.github.io/transformation
transformation.blog.nhs.uk
NHS Digital
user: register pw: gms1

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Digital transformation: NHS alpha and register with a GP at SD in Gov 2018