How the web is changing how we involve patients

Easy for the NHS blogging Formal complaints Surveys YouTube, Flickr, RateMDs.com Litigation Engaging with patients Hard for the NHS Easy for the public Hard for the public © Paul Hodgkin

Voice

Flickr.com

Easy for the NHS blogging Patient Opinion Formal complaints Surveys YouTube, Flickr, RateMDs.com Litigation Engaging with patients Hard for the NHS Easy for the public Hard for the public © Paul Hodgkin

Does Patient Opinion work? 10,000 plus stories on the site 60% of stories posted to Patient Opinion get a response (43% on NHS Choices) We only reject 5% of stories (24% rejected on NHS Choices) Some stories clearly generate service improvements

Thank you

A society of networked individualism creates an new economic landscape Cheap voice Ridiculously easy collaboration These are citizen-centric not organisation-centric

Lower prices lead to an over-supply. For voice this can lead to on-line offensiveness and bullying ‘Shroud wavers on speed’ using these tools may reduce solidarity How do create social capital out of social software?

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

NHS NW subscribers: Trusts 5 Boroughs Partnership Bolton NHS Trust Cardiothoracic Centre NHS Trust Christie FT Clatterbridge FT Countess of Chester FT East Cheshire NHS Trust Mid Cheshire NHS Trust North Cheshire NHS Trust North Cumbria Acute Hospital Trust North West Ambulance Trust Pennine Acute NHS Trust Southport & Ormskirk NHS Tameside & Glossop Acute Trust Trafford Healthcare NHS Trust Walton Centre NHS Trust Wirral NHS Trust Wrightington, Wigan & Leigh Trust

Ashton, Leigh & Wigan PCT Blackburn with Darwen PCT Blackpool PCT Bolton PCT Bury PCT Central & Eastern Cheshire PCT Central Lancs PCT Cumbria PCT East Lancashire PCT Halton & St Helens PCT Heywood Middleton&Rochdale PCT Knowsley PCT Liverpool PCT Manchester PCT Oldham PCT Sefton PCT Tameside & Glossop PCT Trafford PCT Warrington PCT Western Cheshire PCT Wirral PCT NHS NW subscribers: PCTs

Life enhancing today Avoiding death tomorrow Best solution known/ Good evidence Best solution unknown/ No evidence Co-create using small budget Significant Discretionary budget Vouchers and menu based care +/- discretionary budget Accept/decline best practice advice Multiple Co-morbidities Worried well screening Medical aspects of individual LTC Much mental health Life style: obesity, exercise, smoking Palliative care

Personalised care Systematic care Low High 50’s/60’s 70’s/80’s 90’s/00’s 10’s/20’s © Paul Hodgkin

A society of networked individuals empowered by the new economics of the web experiences Reduced informational asymmetries Reduced power differentials Reduced vulnerability increased solidarity new gift economies co-creation with professionals

We have put ‘choice’ at the wrong point Ill people make terrible shoppers But afterwards know exactly what went right and what went wrong