the power of voice: harnessing web 2.0 for ppi in the nhs [email protected]
TRANSCRIPT
Web 2.0 is here
The web is transforming how we access and share information about ourselves and our worldmyFace (!)Travel reviews, book reviews,
restaurant reviews…Sharing pictures, videos, musicCreating reputations (eBay)Citizen journalism
But the NHS is very web 1.0
Much official health and social care information is already available onlineNhschoices.nhs.ukHealthcare Commission reportsSocial care inspection reports
But almost none of this comes directly from the experience of patients
Flickr.com
Posting on Flickr.com
Comments about a Canadian obstetrician on RateMDs.com
How significant are user-generated sites?
In 2005 there were ~600 billion web pagesaround 100 pages for everyone alive
Around 60% of which were uploaded by citizens
• Kevin Kelly. Wired, August 2005• www.wired.com/wired/archive/13.08/tech.html
Patients and the web: pros
A (very) public forum Widely accessible, even from home
May allow wider participation Can cope with almost infinite numbers
At low cost Allows even quiet voices to count Allows anonymity
Patients and the web: cons
Requires net access Unfamiliar Not face-to-face May be harder to establish
authenticity and trust
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
Patient Opinion
A new website For patients
to give feedback on their health services to easily see what others are saying
For health care providers to hear – and respond to – patient concerns
and thank-yous to compare their ratings with others
How is Patient Opinion set up?
A social enterpriseA not-for-profit businessNot a charity or a project
Independent of the NHSBut sharing NHS values
Contribute feedback
See what others say
Enter postcode and
problem
See local services
Compare on seven
dimensions
See how others rate a hospital or specialty
Contact details for
PALS
A lot of feedback is
simply positive
Critical feedback highlights issues for attention
Much feedback is
mixed
Services still need to solve basic issues
The web is both intimate
and public
Many opinions are
very thoughtful
Trusts can respond online
Our experience to date
About 3,500 opinions and ratings posted to date
Much of it very positiveMany “thank yous”
Some very critical, but usually thoughtfully so
We are able to publish over 95%
Services are responding
PCTs and trusts are learning to respondThere is some warinessA new style of communication is
needed But small changes to services are
already being made
Some postings change local services
Where next?
Beyond hospital servicesMaternity, mental health, primary
care… Widening engagement
Enabling public dialogue between local services and their LINks, local authorities, MPs, patient groups…
Generating change in culture and practice
“It took 4,000 days to produce 600 billion web pages.
What will we produce with the net in the next 4,000 days?”
Kevin Kelly, editor of Wired
www.patientopinion.org.uk
Visit the site or email me to find out more