Can technology save the NHS? An alternative view Cleveland Henry, Delivery Director, NHS Choices 2 June 2015

Who we are

Bringing together systems and information The former Health and Social Care Information Centre (known as The NHS Information Centre), a Special Health Authority closed in March 2013 Connecting for Health, responsible for the National Programme for IT, which until April 2013 was part of the Department of Health Informatics functions from local Strategic Health Authorities and a Primary Care Trust HSCIC is formed from several predecessor organisations: Other functions transferred into HSCIC August 2013 Some supporting functions April 2014

What we do We set standards that protect patient’s confidential information, reduce bureaucracy and improve data quality We operate essential technology services that support the health and care system We collect, analyse and publish national data and statistical information that helps inform decision making We develop the next generation of national data and information systems

What we do NHS Mail 740,000 registered users GP2GP 93% of GP Practices in England use GP2GP The Spine Contains 80 million records NHS Choices 48 million visits a month Electronic Prescription Service 12.4M patients have nominated a pharmacy Informing public discussion 3,000 news stories used our statistics

What we do GP Payments Service Calculates and pays £7 billion annually Choose and Book 50 million patients referrals reached Statistical reports 260 statistical reports published Screening Helps to detect over 13,500 invasive cancers National Back Office Manages accuracy of 6.3 million transactions

Our vision By 2020 we will have revolutionised the way technology, data and information are used to transform the delivery of England’s health and social care services

Our priorities for Ensure that every citizen’s data is protected Establish shared architecture and standards for the benefit of everyone Implement services to meet national and local needs Support organisations to get the best from technology, data and information Make better use of health and care information

So, can technology save the NHS? Save the NHS !!!!! Technology can save NHS £££ Technology can improve efficiency and effectiveness Technology can enhance the patient/carer experience Technology can contribute to saving the NHS But is it just about data, information IT systems and apps?

My point of view A Online Health (NHS Choices) A Online Banking Any relevant comparison or lessons? Save or contribute to saving the NHS?

NHS Choices The website for the National Health Service in the UK, providing health and lifestyle advice, information about local services and the latest health news

Banking 1980 – 2000: Introduction of digitisation : ‘Channel shift’ of high volume/low value 2010 – 2015: Digitisation with human touch – combined online and face-to-face interactions : Fully digital personal touch –Smartphone “one click” processes to get information & pay –99% transactions & service request handled digitally –Seamless interaction online-phone-VC –Tailored to individual needs – personalisation –Estimated to lower costs by over 30% 12 “…. the internet channel is as equally important as traditional channels of branches, ATM, telephone banking …….” – Gartner, 2003

Changing behaviours in banking … 13 79% of internet users say now confident in banking online. –90% of 25 – 34 year olds –Only 25% of over 55’s 25% of internet users log on to account every day A further 39% at least weekly Source: Think Money Source: McKinsey&Company ‘Retail Distribution 2015’

Comparisons – Relevancy? Banking sector has taught us that… There’s been a paradigm shift in what we do online The banks embraced digital, even faced with the “is it safe” challenge We now have truly “convenience banking” Now NHS Choices is beginning to demonstrate… There is an opportunity to “channel shift” (where appropriate) to support the NHS That making technology work for citizens is paramount That we can make citizen’s transactions with the health and care as simple as banking Digitisation with a human touch is a opportunity 14

So can technology save the NHS? Technology can… make it better make it more efficient make it more effective deliver a joined up NHS put health at the individuals finger tips But can technology save the NHS? No, but it can change everyone's way of using it! 15

Questions?