Can technology save the NHS?

An alternative viewCleveland 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 supportingfunctionsApril 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 Mail740,000 registered users

GP2GP93% of GP Practices in England use GP2GP

The SpineContains 80 million records

NHS Choices48 million visits a month

Electronic Prescription Service12.4M patients have nominated a pharmacy

Informing public discussion 3,000 news stories used our statistics

What we do

GP Payments ServiceCalculates and pays £7 billion annually

Choose and Book50 million patients referrals reached

Statistical reports260 statistical reports published

ScreeningHelps to detect over 13,500 invasive cancers

National Back OfficeManages 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 2015-2020

• 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 view @ Online Health (NHS Choices)• A view @ 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

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Banking

• 1980 – 2000: Introduction of digitisation• 2000 -2010: ‘Channel shift’ of high volume/low value• 2010 – 2015: Digitisation with human touch – combined online and

face-to-face interactions• 2016 +: 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%

“…. the internet channel is as equally important as traditional channels of branches, ATM, telephone banking …….” – Gartner, 2003

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Changing behaviours in banking …

• 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’

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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

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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!

Questions?