Slide 1: Patient Opinion: patient engagement for the 21st century
James Munro www.patientopinion.org.uk
Slide 3: Patient feedback on the web?
Too late! It’s happening already
Slide 8: Can the web help create social value from feedback?
Slide 13: About half of our feedback is positive
Slide 15: But some patients have a bad experience
Slide 19: Engaging with patients
Easy for the NHS Surveys Patient Opinion
Hard for the public
Formal complaints
Easy for the public blogging
Litigation
YouTube, Flickr, RateMDs.com
Hard for the NHS
Slide 20: What Patient Opinion does
• Navigation • Translation • Privacy • Incentives for NHS response • Incentives for improvement
Patients
Services
Slide 21: Activity on Patient Opinion
20,000 pages per day 5,000 comments so far 50 NHS organisations engaged
Slide 22: Types of feedback
Slide 23: Socio-economic status of contributors
Most deprived 20% of population
Least deprived 20% of population
Slide 24: Future plans
Slide 25: 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?
Slide 26: Sustaining Patient Opinion
Slide 27: Sustaining Patient Opinion
Aim: an ethical and sustainable business Subscriptions
NHS organisations Patient groups, MPs, others Broaden and deepen involvement Encourage responsive services Create public value from public feedback
Subscriptions aim to
Slide 28: Visit us to find out more www.patientopinion.org.uk
