Patient Opinion - presentation at ScotWeb2

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Patient Opinion is a UK site which enables people to feed back about their health care

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Patient Opinion - presentation at ScotWeb2

  1. 1. Patient Opinion: patient engagement for the 21st century James Munro www.patientopinion.org.uk
  2. 3. Patient feedback on the web? Too late! It’s happening already
  3. 8. Can the web help create social value from feedback?
  4. 13. About half of our feedback is positive
  5. 15. But some patients have a bad experience
  6. 19. Engaging with patients Easy for the NHS blogging Patient Opinion Formal complaints Surveys YouTube, Flickr, RateMDs.com Litigation Hard for the NHS Easy for the public Hard for the public
  7. 20. What Patient Opinion does <ul><li>Navigation </li></ul><ul><li>Translation </li></ul><ul><li>Privacy </li></ul><ul><li>Incentives for NHS response </li></ul><ul><li>Incentives for improvement </li></ul>Patients Services
  8. 21. Activity on Patient Opinion 20,000 pages per day 5,000 comments so far 50 NHS organisations engaged
  9. 22. Types of feedback
  10. 23. Socio-economic status of contributors Least deprived 20% of population Most deprived 20% of population
  11. 24. Future plans
  12. 25. Where now? <ul><li>Feedback is a start </li></ul><ul><li>But can it make services better? </li></ul><ul><ul><li>Incentives for responsiveness </li></ul></ul><ul><ul><li>Web tools for supporting change </li></ul></ul><ul><ul><ul><li>Service level change </li></ul></ul></ul><ul><ul><ul><li>Individual level change </li></ul></ul></ul><ul><ul><li>“ Co-creation” </li></ul></ul><ul><ul><ul><li>Can users and staff work together? </li></ul></ul></ul>
  13. 26. Sustaining Patient Opinion
  14. 27. Sustaining Patient Opinion <ul><li>Aim: an ethical and sustainable business </li></ul><ul><li>Subscriptions </li></ul><ul><ul><li>NHS organisations </li></ul></ul><ul><ul><li>Patient groups, MPs, others </li></ul></ul><ul><li>Subscriptions aim to </li></ul><ul><ul><li>Broaden and deepen involvement </li></ul></ul><ul><ul><li>Encourage responsive services </li></ul></ul><ul><ul><li>Create public value from public feedback </li></ul></ul>
  15. 28. www. patientopinion .org.uk Visit us to find out more

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