Patient involvement: how the web can help

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Patient involvement how the web can help
James Munrowww.patientopinion.org.uk
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Listening to patients
Old world New world
Conversations Meetings Suggestions box Thank you letters Patient experience trackers PROMs PREMs Web 2.0
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Do patients tell you the truth?

• I have to come back. If Im honest, will it
  affect my care?
• I gave feedback before. Nothing changed. It was
  pointless.
• Result
• It was fine.
• Were you satisfied? Yes.

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Patient Experience Tracker

• Dr Foster Intelligence

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Patient feedback on the web?

• Too late!
• It already happened

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RateMDs.com
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Can the web help make the NHS better?
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About half of our feedback is positive
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But some patients have a bad experience
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Voice is spreading

• The web is
• Public
• Intimate
• Egalitarian
• And new voices are emerging

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Voices still to be heard

• Homeless people
• Prisoners
• Young people
• People in residential care

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What Patient Opinion does

• Navigation
• Translation
• Privacy
• Encourage responses
• Encourage changes

Patients
Healthservices
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Activity on Patient Opinion

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

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Socio-economic status of contributors
Most deprived 20 of population
Least deprived 20 of population
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Future plans
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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?

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Sustaining Patient Opinion
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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

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www.patientopinion.org.uk