The power of voice: harnessing web 2.0 for PPI in the NHS

Web 2.0 is here The web is transforming how we access and share information about ourselves and our world myFace (!) Travel reviews, book reviews, restaurant reviews… Sharing pictures, videos, music Creating reputations (eBay) Citizen journalism

But the NHS is very web 1.0 Much official health and social care information is already available online Nhschoices.nhs.uk Healthcare Commission reports Social care inspection reports But almost none of this comes directly from the experience of patients

Flickr.com

Posting on Flickr.com

Comments about a Canadian obstetrician on RateMDs.com

How significant are user- generated sites? In 2005 there were ~600 billion web pages around 100 pages for everyone alive Around 60% of which were uploaded by citizens Kevin Kelly. Wired, August

Patients and the web: pros A (very) public forum Widely accessible, even from home May allow wider participation Can cope with almost infinite numbers At low cost Allows even quiet voices to count Allows anonymity

Patients and the web: cons Requires net access Unfamiliar Not face-to-face May be harder to establish authenticity and trust

Easy for the NHS blogging Patient Opinion Formal complaints Surveys YouTube, Flickr, RateMDs.com Litigation Engaging with patients Hard for the NHS Easy for the public Hard for the public

Patient Opinion A new website For patients to give feedback on their health services to easily see what others are saying For health care providers to hear – and respond to – patient concerns and thank-yous to compare their ratings with others

How is Patient Opinion set up? A social enterprise A not-for-profit business Not a charity or a project Independent of the NHS But sharing NHS values

Contribute feedback See what others say

Enter postcode and problem

See local services

Compare on seven dimensions

See how others rate a hospital or specialty Contact details for PALS

A lot of feedback is simply positive

Critical feedback highlights issues for attention

Much feedback is mixed

Services still need to solve basic issues

The web is both intimate and public

Many opinions are very thoughtful

Trusts can respond online

Our experience to date About 3,500 opinions and ratings posted to date Much of it very positive Many “thank yous” Some very critical, but usually thoughtfully so We are able to publish over 95%

Services are responding PCTs and trusts are learning to respond There is some wariness A new style of communication is needed But small changes to services are already being made

Some postings change local services

Where next? Beyond hospital services Maternity, mental health, primary care… Widening engagement Enabling public dialogue between local services and their LINks, local authorities, MPs, patient groups… Generating change in culture and practice

“It took 4,000 days to produce 600 billion web pages. What will we produce with the net in the next 4,000 days?” Kevin Kelly, editor of Wired

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