Patient involvement: how the web can help

James Munro

www.patientopinion.org.uk

Listening to patients

Old world New 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 PublicIntimateEgalitarian

And new voices are emerging

Voices still to be heard

Homeless peoplePrisonersYoung peoplePeople in residential care

What Patient Opinion does

• Navigation

• Translation

• Privacy

• Encourage responses

• Encourage changes

PatientsHealth

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 responsivenessWeb tools for supporting change

• Service level change• Individual level change

“Co-creation”• Can users and staff work together?

Sustaining Patient Opinion

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

www.patientopinion.org.uk