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Patient Opinion James Munro


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Patient Opinion James Munro

  1. 1. Patient Opinion: patient engagement for the 21st century James Munro
  2. 3. Patient feedback on the web? Too late! It’s happening already
  3. 9. The cost of voice is now zero <ul><li>On the web, everyone can have a voice </li></ul><ul><li>But </li></ul><ul><ul><li>Having a voice is not the same as being heard </li></ul></ul><ul><ul><li>Being talked about is not the same as having a conversation </li></ul></ul><ul><ul><li>Feedback alone may not be enough </li></ul></ul>
  4. 10. Can the web help create social value from feedback?
  5. 12. Find comments on local services
  6. 16. About half of our feedback is positive
  7. 18. But some patients have a bad experience
  8. 22. Some postings change local services
  9. 25. Engaging with patients Easy for the NHS blogging Patient Opinion Formal complaints Surveys YouTube, Flickr, Litigation Hard for the NHS Easy for the public Hard for the public
  10. 26. 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
  11. 27. Activity on Patient Opinion 20,000 pages per day 5,000 comments so far 50 NHS organisations engaged
  12. 28. Types of feedback
  13. 29. Socio-economic status of contributors Least deprived 20% of population Most deprived 20% of population
  14. 30. Future plans
  15. 31. 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>
  16. 32. Sustaining Patient Opinion
  17. 33. 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>
  18. 34. www. patientopinion Visit us to find out more