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The Return on Investment of delivering health services online                – an NHS Direct Case Study   Dr Brian Gaffney...
The return on investment ofdelivering health services onlineDr Brian Gaffney, Medical Director
“    Population growth and the aging of that      population is leading to an increased    pressure on the NHS. Traditiona...
So, why be digital?
Access         contains                    62 million people           82%         are internet users             or     5...
The market for digital healthcare            of internet users look for 75%        health online (38 million)           of...
Channel diversity
Access         91%         =   57 million         27%         =   14 million         of adults         49%         =   2.5...
Why multichannel for health?                           Improve access            allow the public to interact where they w...
Is digital appropriate?     Digital healthcare delivery has been shown to:               increase access to care          ...
How to create value
The urgent care environmentPatients are confused by the urgent care environment,despite national and local campaigns
Online health and symptom checkers                              Online tools                              Quick and easy  ...
Simple to use Patient is guided through questions, step by step
What are the outcomes?            Online symptom checker                                                      Referred    ...
The cost of NHS treatment                                              *                          £219                    ...
GP patient contact time by relevance                                       A&E case       Minor – does not       require H...
What’s the impact?   1% reduction in face to face consultation        saves the NHS       £200m                        Dep...
Effect on the health economy  £57 millionSaved in the health economy in 2010/11
A future vision?
A future vision?
A future vision?
A future vision?
Other uses?                 Online                medicines Webcam          review        Self care follow up             ...
How we distribute our content
Operational model for contentOur objective is reach and usage, and toachieve this we adopt a model that is:     Platform a...
Dr GoogleOnline information dominated by search engines, so highvisibility is key – people may not look for your service, ...
Netdoctor
Channel 4
Explore innovation
Conclusions
Conclusions     Digital healthcare delivery has been shown to:               increase access to care              increase...
What to do about it?In your service can you:     allow patients to choose digital     instead of face to face?     shift l...
Conclusion Digital is transforming healthcare       With or without you.
Thank you for listeningAny questions?Visit Eduserv at stand 159
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Dr Brian Gaffney - The return on investment of delivering health services online - an NHS Direct Case Study

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Presentation at Health +In4matics 2012

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Dr Brian Gaffney - The return on investment of delivering health services online - an NHS Direct Case Study

  1. 1. The Return on Investment of delivering health services online – an NHS Direct Case Study Dr Brian Gaffney John Simcock Medical Director and Charity and HealthDirector of Public Health Sector Manager
  2. 2. The return on investment ofdelivering health services onlineDr Brian Gaffney, Medical Director
  3. 3. “ Population growth and the aging of that population is leading to an increased pressure on the NHS. Traditional face to face cannot keep pace with future demand, nor would it be affordable. Digital services can help bridge this gap ”
  4. 4. So, why be digital?
  5. 5. Access contains 62 million people 82% are internet users or 51 million people Internet World Stats 2010/Neilson Online
  6. 6. The market for digital healthcare of internet users look for 75% health online (38 million) of users looking at health on 46% the internet are trying to self diagnose (18 million) McDaid & Park, 2010
  7. 7. Channel diversity
  8. 8. Access 91% = 57 million 27% = 14 million of adults 49% = 2.5 million of teens 93% = 58 million Ofcom Communications Market Report 2011
  9. 9. Why multichannel for health? Improve access allow the public to interact where they want to Improve the service deliver something other channels can’t Create demand encourage use of the service by making it available in more places Create cost efficiency deliver services for a lower cost
  10. 10. Is digital appropriate? Digital healthcare delivery has been shown to: increase access to care increase patient empowerment reduce costs achieve equal or better quality of careNijland et al 2009, Umeford et al 2006, Bodenheimer et al 2002, Kerr et al 2006, Samoocha et al 2010
  11. 11. How to create value
  12. 12. The urgent care environmentPatients are confused by the urgent care environment,despite national and local campaigns
  13. 13. Online health and symptom checkers Online tools Quick and easy to use Expert driven assessment
  14. 14. Simple to use Patient is guided through questions, step by step
  15. 15. What are the outcomes? Online symptom checker Referred CallbackSelf care Web chat to GP, from advice Pharmacy with NHS A&E, NHS online Direct Dentist or Direct 999 Decreasing demand on core NHS services
  16. 16. The cost of NHS treatment * £219 *** £8-12 £95 * - or - ** £0.12 **** £32* DH Reference Costs 2009/10 *** Connecting for Health/University of Sheffield, Second Interim Report, Oct 11** PSSRU Unit Costs for Social Care 2009/10 **** NHS Direct service evaluation 2012
  17. 17. GP patient contact time by relevance A&E case Minor – does not require HCP Genuine medical case for GP Only 1/3 of GP contact Practice nurse relevant case time is spent with appropriate patients – Digital could deal with Social care many of the rest Worried wellAviva Health of the Nation Report July 2011
  18. 18. What’s the impact? 1% reduction in face to face consultation saves the NHS £200m Department of Health, 2011, Innovation, Health and Wealth
  19. 19. Effect on the health economy £57 millionSaved in the health economy in 2010/11
  20. 20. A future vision?
  21. 21. A future vision?
  22. 22. A future vision?
  23. 23. A future vision?
  24. 24. Other uses? Online medicines Webcam review Self care follow up advice Digital healthcare GP-Patient- Pre-attendance Consultant questionnaire conference Webchat questions
  25. 25. How we distribute our content
  26. 26. Operational model for contentOur objective is reach and usage, and toachieve this we adopt a model that is: Platform agnostic Destination agnostic
  27. 27. Dr GoogleOnline information dominated by search engines, so highvisibility is key – people may not look for your service, but forthe thing they want to do
  28. 28. Netdoctor
  29. 29. Channel 4
  30. 30. Explore innovation
  31. 31. Conclusions
  32. 32. Conclusions Digital healthcare delivery has been shown to: increase access to care increase patient empowerment reduce costs achieve equal or better quality of careNijland et al 2009, Umeford et al 2006, Bodenheimer et al 2002, Kerr et al 2006, Samoocha et al 2010
  33. 33. What to do about it?In your service can you: allow patients to choose digital instead of face to face? shift labour intensive tasks online? make admin tasks like appointment bookings available on the web?
  34. 34. Conclusion Digital is transforming healthcare With or without you.
  35. 35. Thank you for listeningAny questions?Visit Eduserv at stand 159

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