Giles Wilmore, NHS Commissioning Board Changing the game: positioning your charity to succeed in the new health service market conference www.charitycomms.org.uk/events

1. The Future: a world class
patient service

2. What are the key cornerstones of a
world class patient service
Open Outcomes
World class Data
Text Text Transparency
Knowledge
for all
Customer choice Patient Voice
and control and Insight
Participation
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3. Transparency and participation have
transformed customer service in other sectors…
so why not healthcare?
Online banking – a consumer success story
▪ Launched in the US in 1994 and in the UK in 1998
▪ Now >22M adult users (>50% of computer users)
Consumer applications offered with digital banking
Access to records Ability to transact Ability to book
 Online banking offers  Customers pay bills and appointments
access to personal receive payments  Online banks offer real
bank account  Healthcare equivalent: time facilities to book
applications in a secure ability to receive test meetings and calls with
environment results advisers
 Healthcare equivalent:  Healthcare equivalent:
access to the medical ability to email your
record doctor
SOURCE: Financial Fraud Action UK 3

4. The NHS will become a world class patient service
by promoting transparency and participation
Unleashing demand:
comparative data has
Accountability promoted active choice in
other sectors
Economic
Choice
Growth
Raw material for enterprise: Knowledge
NHS data offers global lead in
for all
technology and life sciences
Customer
Outcomes
Service
Driving up quality: 1,000
Digital services: The VA Efficiency fewer deaths each year in
reduced bed days by 25% cardiac surgery since data
by introducing online record published
access to encourage self-care Identifying best practice
and reducing waste:
Customer insight has
UNCLASSIFIED transformed costs and
value of health systems
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5. Patient and public voice
A new approach to public engagement
Every NHS organisation that
receives funds from NHS CB
will need to demonstrate it is
listening to its service users
and responding to their
requirements. From April
2013, one such tool – the
Friends and Family test –
will be mandatory in every
NHS acute Trust.
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6. Participation
Putting the citizen at the heart of the NHS
Transform Participation Transform patient
Transform insight
empowerment
-New approaches to
- Friends and Family test
-engagement - A programme to support
roll out to acute trusts
by April 2013 information as a health
- Social media network service to promote
for patient groups self-care, health literacy
- Comprehensive real time
plan for patient feedback and health champions
- Support and
assurance for world class
-Support and assurance
patient and public
for high quality deployment
participation by CCGs
of market research
tools among CCGs

7. Putting the consumer digital revolution
at the heart of the NHS
A new patient
service platform • Service
Directories
will launch in • Provider
Comparisons Transparency
November • NHS Choices
condition
information
2013.
This will mark a • Real time feedback
through 111
watershed in the • Patients Like Me
networks
adoption of digital • Civic Participation
Participation
technology in networks
healthcare. It will
provide a multi-
channel point of
access to information
and services in the • Online record access
• Booked Transactions
NHS. It will be the appointments
• Repeat prescriptions
biggest online service
of its kind
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8. Putting the consumer digital revolution
at the heart of the NHS: it’s worked
in the US and we have pioneers
Online record access:
The 311 movement: transforming the customer
experience
American cities transformed their commissioning
efficiency through use of multi-channel platforms
based around the 311 non-emergency helpline. Margaret Rickson, 83, from Hyde in
Greater Manchester trained herself to
They encouraged mass citizen feedback. New York
use a computer in order to order
receives 90,000 calls and texts a day. prescriptions online. This has
changed her life. More than 50m
There is now clear evidence that ‘crowdsourcing’ visits to the GP may not be needed if
patients went online as they do
municipal commissioning reduced costs , improved
quality and has transformed citizen relationships
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