1. Consumer health information in the Web 2.0 age Bob Gann Head of Strategic Development NHS Choices Department of Health United Kingdom

2. What is Web 2.0? Users owning the data on a site and exercising control over it An architecture of participation that encourages users to add value to the application as they use it A rich, interactive, user-friendly interface Aspects of social networking Wikipedia; Tim O’Reilly What is Web 2.0?

3. Top ten websites 1. Google 2. Facebook 3. Yahoo 4. MSN 5. ebay 6. Youtube 7. BBC 8. MySpace 9. Bebo 10. Wikipedia Alexa Websearch Top 500 websites UK

4. User generated information Social networking tools that allow people to keep track of friends & their activities (MySpace, Facebook) Blogging & video sites that allow people to become writers, publishers, video producers (YouTube, Blogger) Fora & chatrooms that allow people to post questions & get answers on common concerns (Thorn Tree, TripAdvisor) Wiki based sites that allow people to create large repositories of user generated content (Wikipedia)

5. Social support networks 60 million Americans say “the internet has played an important or crucial role in helping them deal with a major life issue in the past two years” The strength of internet ties, Pew Internet 2006 20% of all US online users have used social networks for support with health issues – 27% of younger people Healthcare online survey, Forrester 2006

6. The power of information Review commissioned by Prime Minister’s Strategy Unit Welcomes growth of user-generated sites for common social objectives Information created by citizens has social value - and adds value to information created by government Government should not duplicate existing user-generated sites Ed Mayo & Tom Steinberg The power of information June 2007

7. NHS Choices: a new kind of public sector website Engage, challenge & motivate consumers to take responsibility Reduce inequalities in health & access to information Enable consumers to network with others on health related issues Provide opportunity for consumers to feedback on their experiences Support choice through provision of comparative information NHS Choices Strategic Objectives

8. A 21 st century service Popular accessible style Video rich Online communities User generated content Increasingly multi- channel (including mobile)

9. Knowledge for patients and clinicians Opening up knowledge previously only available to clinicians Be your own expert National Library for Health Behind the Headlines Clear clean knowledge – on tap for all

10. A patient centred service Patients speaking about experiences Extensive links to patient websites User insight focus groups User Council of patient groups

11. Patient views on services Comment on local services Free text and scoring sliders Independent moderation Hospitals notified with opportunity to reply

12. Consumer guides to support choice Patient choice of hospitals Star ratings to allow comparison Waiting times; how often procedure done; hospital infections; readmission rates etc

13. Next steps Taking NHS Choices to the places people go Content syndication

14. NHS Choices on YouTube

15. Health tools on social networking sites

16. Next steps User generated content Question and answer services

17. Professionals & patients contribute questions & answers

18. Next steps Building mutually supportive communities NHS Choices own communities – and links to others

19. Next steps Building mutually supportive communities NHS Choices own communities – and links to others

20. Networks of online communities

21. Mentoring – offering & receiving support

23. Next steps More consumer guides Covering primary care (family doctors) as well as hospitals

25. Next steps Online health assessment Personal health plans

27. The future A rich, interactive, service Personal to you Receiving and providing support Improving patient experience Better health management & health status Giving patients control