#twbconf 2017: improving digital participation through collaboration and design - nicola gill, nhs...
TRANSCRIPT
Improving digital participation in eHealth through collaboration and design
Nicola Gill, NHS Digital
The challenge
• As more and more services move online we need
to ensure no one gets left behind
• Over 11m people lack basic digital skills & 5m
never been online
• Low levels of adoption – even with digitally savvy
• Those not online often have complex health &
care needs – highest % of cost to NHS
• Digital skills are increasingly essential to health
literacy
Design for inclusionCollaboration and co-
design can improve user
experience and widen
participation
Principles we work by
• Focus on needs
• Work in partnership with patients, staff
and community experts
• Build on what works already
• Go to where they go – work with the
people they see everyday
• Use the right language5
People & behaviour v technology
6
Integrating with
people’s lives and life-
style, supporting
decisions in context of
where they are and
what they are doing
Co-design in action
• NHS Digital Inclusion Pathfinders
• Working with Good Things Foundation
• 20 testbeds/pilots to develop & design
new ways of tackling digital exclusion
• All co-designed with patients, staff and
community organisations
• Scale what works7
Helping homeless people in Hastings
8
• Seaview homeless
charity
• Hastings CCG
• Local Council
• Libraries
• Snowflake night
shelter
Helping older people in Nailsea
9
No 65 The High Street:
• NHS services
• Local Council
• Citizens Advice
Bureau
• Local residents
• Age UK
10
“The person who knows
you doesn’t have the
knowledge and the
person who has the
knowledge doesn’t know
you.”
The challenges we’re facing
• No standard guidance – national v local
• Lack of capability, time, resource, funding
• Misconceptions & fears
• Language barrier – patient v clinician
• Resistance to change
• Implementation
11
The good news!
• Lots of innovation and investment in this
way or working
• Digital Health Design Network
• Guide for commissioners and designers
of digital health services – including best
practise principles
• Agile working becoming standard12