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Robert Cleary: The role of the patient
1. Acting on information: the role of the patient
Robert Cleary
Head of Data, Research and Development
October 9th, 2013
1
2. The role of the patient?
To be a tool for managers and policy makers to use when they are trying to
improve health services.
X should be
increased
Publish
indicator of X
on NHS
Choices
Low-X shame
Improvement!
2
3. Problem
No patient
interest in
NHS Choices
(per se)
No patient
interest in
shame*
No patient
interest in X
No patient
will look at,
or act upon,
the indicator
of X
*That is not fully exhausted by the Daily Mail
3
4. Response
“It doesn’t matter – we are only pretending this information is for patients – it’s the act of
publication that drives improvement.”
(1) Don’t intentionally mislead your users. (2) Don’t ignore your users’ information needs….
Source: Ipsos MORI Choice Review Survey (December 2012)
4
5. Tips for getting patients to act on information
1. Understand the tasks that patients are trying to
complete.
2. Collect information that patients perceive to be
relevant to actions they are contemplating.
3. Ditch the data that in practice conveys no
information.
4. Publish the rest in a form that patients find
attractive and accessible.
5. There is no 5.
5
Where X is ‘% of GPs on Twitter’ or ‘Proportion of patients with a normalserum-rhubarb level’ etc.
X: We’ve asked them, and they’ve told us the stuff they want to see to complete the tasks they face, such as choosing a new GP practice; gaining reassurance that the hospital they have been referred to is not a basket case; deciding whether spend a cold Saturday afternoon marching to ‘Save Lewisham Hospital’.NHSC: Its all about the tasks – Choices is not a site to browse because you are bored.Shame: Nobody comes to NHSC to see who’s performance has been most shameful lately. Fleet Street delivers that straight to their breakfast table.
Are there needs that can be served by data on provider quality? Isn’t the notion of Provider choice a myth?Yes many patients also want information about treatment choice.Yes many patients will want the provider choice made for them. Neither of these are reasons to ignore the information needs highlighted here.
