DigiHealth UK: Enhancing the Patient's Journey

1. Building a better digital experience
for patients and the public
Juliet Bauer, Director of Digital Experience
2 March, 2017

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3. Building an integrated, paper-free health and care system
10 domains with clear objectives
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4. A
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Patient power Reduce pressure
on services
Wider
participation
Patient engagement: Self-care and prevention
Help patients to take control of their own health and
care and reduce the pressure on frontline services.

5. Patient Power Programmes of Work
1. Citizen Identity
2. NHS.UK
3. Health Apps Assessment and Uptake
4. Widening Digital Participation
5. NHS Wi-Fi
6. Personal Health Records
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6. Patient Power
NHS.UK
A multi-channel digital platform
rich with action-based and
adaptive content
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8. Condition pages
These pages are a hub of information and
services around a specific condition,
signposting to appropriate actions and
content for further exploration.
Since we know that a common behaviour
is to start by searching for a symptom or
condition, these pages will be vital for our
anonymous visitors– that is, people who
are yet to create an account.
Therefore, as well as offering as much
personalisation and contextual information
as possible, a condition page provides
lightweight opportunities for visitors to
create an NHS.UK account.

9. Contextualised call to
create account
Patients are encouraged to create a
NHS.UK account to take full control of
their healthcare online. Benefits of
creating an account are clearly listed.
Patient benefits: Comprehensive benefits
and easy way to create an account.
NHS benefits: While patients who are
highly engaged with NHS services will
likely be recommended to create an
account by clinicians, promoting the
service to a highly digital audience is best
done across the site.

11. NHS.UK – User Research
All respondents readily engaged with the nhs.uk stimulus, curious to see what services
were likely to be available – and were extremely pleased with what they found
• The portal was felt to have the potential to avoid: time on the phone; paper waste; time and
‘hassle’
• It was also perceived to encourage ‘preventative’ action (e.g. Apple health app, cholesterol)
• It was felt to offer an efficient and convenient method of updating personal information
• Live access to personal medical history, or the history of individuals being cared for was
considered useful. For example, parents could login to reveal their child’s medical history when
health problems are experienced abroad (or when being transferred between UK hospitals)
• For carers, having everything in one place, was felt to support both the patient/carer in feeling
‘organised’ and ‘responsible’
Challenges
• Security – particularly in older respondents
• Quality of services
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12. Patient Power
Citizen ID
A secure identity for members
of the public offering a single
point of access to records and
services
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13. Patient Power
Health Apps
Assessment and Uptake
A framework to assess and
recommend wearable
technologies and digital
applications
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14. Digital tools library Developer platform
Trusted tools to help you manage
your health.
A platform that allows developers to access health
data, test their apps and access NHS standards.

15. LANDING PAGE
Surfacing the tools
outside the library.
Tools will be surfaced in other content areas to drive up awareness and usage. For example, on
relevant NHS.uk condition pages, other external websites and Google search results. There could
even be an NHS branded area within the Apple App Store. Finally, tools could also be surfaced as
part of a personalised journey as patient identity is developed.
NHS.uk External websites (e.g. charities/public bodies)

16. Google search results Apple app store

17. LANDING PAGE
Developer platform
The landing page explains the core
capabilities of the NHS developer
platform.
This platform will not only be used by app
developers but also by other suppliers
who wish to access NHS’s APIs and
standards.

18. Patient Power
NHS WiFi
Free wireless access across
health and care to allow the
public to take control of their
care while moving through the
system
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19. Rollout of free patient wifi
1. Primary care early adopters started
rolling out
2. 20 CCGs, 991 general practices
5.3M patients by 31 March 2017
3. Secondary care survey sent first
week February
4. Rest of the estate and clinical
roaming to follow by March 2019

20. Reducing pressure on services
Online triage
Integrating NHS.UK with
NHS111 to create a new online
channel patients can use to
access the most appropriate
service
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22. Widening Digital Participation
Reaching the 6 million who
are not online and the
12 million with low digital
literacy to provide skills that
help them benefit from digital
NHS services
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23. Patient Engagement timeline
Feb Feb Mar Apr Sep Mar 2018
Widening
Participation to
date <220k people
trained to use digital
health resources
and <8k people
trained as Digital
Health Champions
to help promote use
of resources
10 mental health
and 6 diabetes
apps assessed as
part of Healthy
Apps & Wearables
framework
NHS.UK navigation
to existing patient
online GP Systems
NHS.UK users able
to navigate to 'local
demonstrator' apps
and local services
NHS Wi-fi launched
in GP Surgeries
10% of CCG areas
testing NHS 111
online service
e-Redbook made
available in London
pilot
NHS.UK ‘Booking’
and ‘Accessing
Test Results’
services available
Integration of
Citizen ID enabling
personalised
services

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