Patient Opinion: patient engagement for the 21st century

James Munro

www.patientopinion.org.uk

Patient feedback on the web?

Too late!

It’s happening already

The cost of voice is now zero

On the web, everyone can have a voice

ButHaving a voice is not the same as

being heardBeing talked about is not the same as

having a conversationFeedback alone may not be enough

Can the web help create social value from feedback?

Find comments on local services

About half of our feedback is positive

But some patients have a bad experience

Some postings change local services

Easy for the NHS

blogging

PatientOpinion

Formal complaints

Surveys

YouTube, Flickr,RateMDs.comLitigation

Engaging with patients

Hard for the NHS

Easy for the public

Hard for the public

What Patient Opinion does

• Navigation

• Translation

• Privacy

• Incentives for NHS response

• Incentives for improvement

Patients Services

Activity on Patient Opinion

20,000 pages per day

5,000 comments so far

50 NHS organisations engaged

Types of feedback

Socio-economic status of contributors

Least deprived 20% of population

Most deprived 20% of population

Future plans

Where now?

Feedback is a start But can it make services better?

Incentives for responsivenessWeb tools for supporting change

• Service level change• Individual level change

“Co-creation”• Can users and staff work together?

Sustaining Patient Opinion

Sustaining Patient Opinion

Aim: an ethical and sustainable business Subscriptions

NHS organisations Patient groups, MPs, others

Subscriptions aim to Broaden and deepen involvement Encourage responsive services Create public value from public feedback

www.patientopinion.org.uk

Visit us to find out more