Patient involvement: how the web can help James Munro

Listening to patients Old worldNew world Conversations Meetings Suggestions box Thank you letters Patient experience trackers PROMs PREMs Web 2.0

Do patients tell you the truth? “I have to come back. If I’m honest, will it affect my care?” “I gave feedback before. Nothing changed. It was pointless.” Result… “It was fine.” Were you satisfied? “Yes.”

“Patient Experience Tracker” Dr Foster Intelligence

Patient feedback on the web? Too late! It already happened

RateMDs.com

Can the web help make the NHS better?

About half of our feedback is positive

But some patients have a bad experience

Voice is spreading The web is Public Intimate Egalitarian And new voices are emerging

Voices still to be heard Homeless people Prisoners Young people People in residential care

What Patient Opinion does Navigation Translation Privacy Encourage responses Encourage changes Patients Health services

Activity on Patient Opinion 20,000 pages per day 12,000 comments on the site Over 60 NHS organisations engaged

Socio-economic status of contributors Least deprived 20% of population Most deprived 20% of population

Future plans

Where now? Feedback is a start But can it make services better? Incentives for responsiveness Web tools for supporting change Service level change Individual level change “Co-creation” Can users and staff work together?

Sustaining Patient Opinion

Aim: an ethical and sustainable business Subscriptions NHS organisations Patient groups, MPs, others Subscriptions aim to Broaden and deepen involvement Encourage responsive services Create public value from public feedback