Annual Report 2014 / 15. Health Information Services. Delivering a "Digital First Approach" to enhance and extend the reach of services

Transcription

1 Annual Report 2014 / 15 Health Information Services Delivering a "Digital First Approach" to enhance and extend the reach of services

2 Foreword It is with great pleasure that we share with you the inaugural Health Information Services Annual Report for 2014/15. Since its inception in 2010, Health Information Services (HiS) has significantly evolved from the provision of individual programmes of work to an integrated national platform for the delivery of quality assured health and care information to the people of Scotland. Our services which are delivered with a person-centred approach are a valuable national asset in supporting Scottish Government's 20:20 vision as well as cutting across key national agendas such as the Quality Strategy, Health and Social Care Integration, Shifting the Balance of Care, e-health Strategy and the National Health & Wellbeing Outcomes Framework. HiS has delivered a number of products/services which support national and organisational priorities, promoting a digital first approach to the delivery of services. HiS structure has continued to be refined to support the changing and evolving nature of our services and to meet the needs of our users, and this year the Delivery arm of our services has undergone significant structural change that will allow our services to be conveyed across a truly multi-channel service offering. 2015/16 looks set to be another exciting year for HiS and will see the refresh of nhs24.scot and nhsinform.scot which will ensure our platforms are robust to support the changing nature of our services for the foreseeable future. We have the potential to shape health information across telephony and online platforms for years to come. Your hard work and enthusiasm has made this possible. We would like to take this opportunity to thank the staff working across our services for their dedication and commitment to the delivery of a vast range of innovative new products and services, and look forward to continuing to contribute and deliver against an exciting agenda which will see our portfolio further expand in the coming year. Gill Stillie Chief Operating Officer Lynne Huckerby Head of Health Information Services Vision Statement "Scotland's first choice for dynamic health and social care information, anytime, every time" 1

3 Delivering upon our Vision "Every month, there are over 25 million website visits to nearly 500 online health and wellbeing sites by UK citizens" 1 HiS is committed to ensuring that NHS 24 services continue to meet user s needs, specifically focusing upon the channel shift to online provision. As a service, we strive to develop and deliver around the changing needs of our population. Online delivery not only reduces the burden placed upon front line services, but also offers a quicker, more convenient method for those who use our services to access the information they need at that time. The cost effectiveness of this model means that resources can then be targeted at the services in most need. Across the globe organisations both public and private are investing in ways to move their services to online platforms 1. The Scottish Government have identified this as a Digital First approach. HiS have been tasked with supporting the achievement of this approach whilst balancing the user and organisational needs, and investigating where future digital opportunities can be exploited. User Engagement Our tailored delivery model encompasses the views of clients who use the internet to access any NHS 24 service as well as our stakeholders to ensure what is created meets demand. This approach is also mirrored across our core front line services. Partnership and Communication Feedback Development The development phase allows us to ensure governance processes are in place as well as investigate the content workstreams which will be required to ensure the most effective wording for users. Delivery Delivery is managed utilising a performance management framework that values regular stakeholder contact and the ability to highlight the impact of the development across the organisation. Partnership and engagement ensures participation is central to this model and adequate marketing plans are in place in order to raise awareness of the work and certify user buy in. Health Information Services has three distinct component teams Delivery Content Partnership & Engagement "The UK internet economy now contributes close to 9% of GDP" 1 Digital First The delivery type for England's population (National Health Service) 2

4 HiS Delivery Team This is the front line team who deliver all Health Information Services. They provide access to quality assured information and behaviour change guidance across all of our health and care services, utilising a range of channels. 2 "Internet users in Scotland spend the most time online of all the devolved nations" 2 The channels include telephone, , SMS/text and webchat. The team is comprised of Health Information Advisors, Health Information Operators and Health Information Team Managers. Content Team The team supports the strategic development and implementation of the HiS work plan through the creation, sourcing, development, implementation and maintenance of content across the multiple channels of delivery. The channels incorporate web and telephone services, mobile, apps and SMS channels. Content Officers ensure the governance of all content; new and current and that it adheres to organisational policies, procedures and best practice guidelines. More specifically, the Content Officers develop, review and publish new content to existing sections of the nhsinform.scot website e.g. Health A-Z, Common Health Questions and Behind the Headlines articles. Support Officers and Operations Officers ensure that accurate and up-to-date information is available for NHS 24 s Unscheduled Care Service to facilitate safe and effective patient care outcomes, and they support the delivery of knowledge management practices, across the organisation. The Support Officers also co-ordinate the upload of vacancies, board papers and press releases to the appropriate sections of the nhs24.scot site. Partnership and Engagement Team The Partnership and Engagement Team are central to facilitating a person centred approach to development and ongoing improvement across all NHS 24 health and care information products and services. They have an overarching aim of encouraging uptake of these products and services amongst the public, professionals and third sector. Engagement centres around: Awareness of NHS 24's Health Information Services and its benefits among target audiences Enabling Participation Supporting Collaboration Facilitating Partnership Working Personalisation Team HiS also host the Personalisation Team, whose core role is the development of the Info For Me tool within nhsinform.scot. Piloted within the area of cancer support, this resource allows individuals to only access information relevant to their condition at that point in time, as well as be signposted to a range of services, both nationally and locally within their own community. Funded by Macmillan Cancer Support, the team also manage other ongoing areas of work across HiS when required. 8 in 10 Scottish households have access to the internet 2 The Communications Market Report 2014 (Ofcom) 3

5 Health Information Services: Facts and Figures 2014/15 there were 2.9 million contacts across all HiS managed services and channels, of which 97% were digital contacts Currently Manage: KnowWhoToTurnTo.org, nhsinform.scot, nhs24.scot, CareInfoScotland.co.uk, BreathingSpace.scot, FitForWorkScotland.scot Leading the organisational introduction of web-chat (around 300 chats over 2014/15) 2014/15: Delivered 5 special helplines: Ebola (GG&C), Whooping Cough (NHS Lanarkshire), Dental (NHS A&A),TB (NHS Lanarkshire), Teenage Vaccinations (NHS Tayside)- In total generating around 2,300 calls Improved Social Media Links with: 7,300 Followers on & 800 Likes on Facebook Supported the Be Health-Wise this Winter campaign across 10 national road-shows covering 8 health boards with over 2000 people engaged Product scoping and engagement across two distinct projects (redevelopment of nhs24.scot and Info For Me) alone resulted in over 700 users providing their views 4

6 Impact - "Why Digital First Matters" Health Information Services provides leadership and inclusion by supporting unscheduled care and more recently utilising a Digital First approach. This takes into account the popularity of online platforms as information sources and attempts to provide for this culture shift, through the provision of quality assured health and care information. It is also an approach, which recognises "more equals less" through generation of efficiency savings and reducing burden on front line services. This will in the future allow NHS 24 to focus its efforts within Unscheduled / Scheduled Care, safe in the knowledge non-urgent traffic is being catered for through other means. The digital landscape offers much in the way of opportunity, internally to NHS 24, wider NHS Scotland, Local Authorities and 3 rd Sector organisations where there is a link with health and wellbeing. The management of quality assured services, across various channels, leaves Health Information Services in a unique strategic position to take advantage of national policy drivers incorporating the following areas: Combining national resources incorporating a "once for Scotland" concept* Digital leadership in ehealth information provision Digital inclusion through ease of access and awareness of channel shift Efficiency savings through less = more approach ADVANTAGES Increasing Digital Uptake and Provision across Health and Local Authority Services SUPPORTS Shifting Balance of Care across Acute / Unscheduled Care and Community ehealth Strategy Integration of Health and Social Care Long Term Conditions and Chronic Disease Management Digital uptake will only increase as the months and years progress, which provides an obvious expansion area for the work undertaken by Health Information Services. The following table offers an overview of work commenced this year and the stakeholder associated benefit: *"Once for Scotland" describes the process where Health Information Services can develop and initiate websites and applications on behalf of a single or joint organisations and upscale where relevant across all NHS Boards or appropriate partners 5

7 Table 1: Programme of Work Undertaken Strategic review and implementation of a revised Care Information Scotland Service Organisational Benefit of Digital First Approach across Relevant Work-Streams Stakeholder Benefit Care Information Scotland is a telephone and website service providing information about care services for older people living in Scotland. Working closely with the Scottish Government the revised service extends from one which supports older adults to one which provides support and information to all carer groups Added Value This programme allows local Health and Social Care Partnerships the opportunity to acknowledge the suite of services provided by NHS 24 through continued partnership working The online Self Help Guide streamlined to align directly with the clinical practice of Unscheduled Care Services and support Seasonal Initiatives The development of the Fit For Work website Rebuild of corporate website The refresh of the Breathing Space website Since the launch of 111, the organisation has seen a steady increase in call volume to Unscheduled Care. The streamlined Self Help Guide (SHG) has been designed to meet an acute need in providing appropriate clinical advice at the time of need. The clinical care is aligned fully to that which would be provided over the telephone. It offers a cost effective solution to diverting volumes of calls to an online service In line with both Scottish and UK welfare reform, this new website will support people looking to get back to work following a period of sickness absence. This project supports the notion of the holistic model of care and further enhances NHS 24's relationship with GPs, and extends this to Employers and Employees. This project, which has been running since the latter part of 2014, will allow a new responsive site to integrate with the demands of 111 and offer an improved user journey which is designed to reduce pressure placed upon Unscheduled Care through increased self-management and signposting to provision of community services. Equally important, it will provide a digital front door for the suite of services offered by NHS 24 in order to signpost users to the most relevant form of support Offering a confidential service for anyone in Scotland feeling low, anxious or depressed, the revised Breathing Space website provides a specific mental health support structure across NHS 24 An ongoing programme of work will investigate other opportunities to further develop the concept of NHS 24 self help guide to cover a multitude of common health symptoms. This will also further highlight the key role our Delivery team perform in relation to non emergency self management and support Due to the range of other services NHS 24 offers, close links can be developed between this work and other national agendas such as Health at Work and Health and Employability New technical developments such as web-chat, video hosting and live social media feed will allow the organisation to market its full service catalogue whilst offering an innovative solution to key organisational challenges related to telephony demand Following the user engagement attached with the rebuild of Nhs24.scot, the provision of mental health services was a strong theme and this programme of work allows the organisation to build upon its complete menu of services 6

8 Achievements 2014 / 2015 Launch of National Know Who To Turn To Site Responsive Design which allows access across a range of devices Once for Scotland approach utilising resources and ensuring cost effectiveness Re-build of Breathing Space Website Fresh new website launched which supports the frontline service Developed in partnership with a wide range of Stakeholders Introduction of Commonwealth Games Zone Partnered by NHS GG&C and Scottish Government Content will be used as part of future Health and Wellbeing Zone Introduction of "Teach Back" Teach-back is a way to confirm that we have explained to the individual what they need to know in a way that they understand. Supports health literacy agenda Evaluation of Smokeline Service Will allow a better determination of the future model and service improvement encompassing a broad service user and engagement approach to ensure best value Development of Fit For Work Website Partnered with Department for Work and Pensions, SALUS and the Scottish Government Partnership and Engagement Engaged with thousands of stakeholders supporting awareness, service developments and improvement and created an elearning module to build upon the above with Citizens Advice Scotland Progression of Info For Me Personalisation Tool Will provide anyone affected by Cancer with a full range of local and national holistic services and once piloted, will be replicated across other relevant Long Term conditions 7

9 Priorities for Coming Year 2015/16 nhs24.scot Launch This summer will see the old NHS 24 corporate website (nhs24.scot) replaced with a new modern responsive site. This refreshed platform will act as the organisation's digital front door, signposting individuals to the most appropriate form of support or information, as well as promoting the full suite of services our organisation manages. One of the key aims of this project was to reduce the inappropriate or unnecessary calls to our 111 service, by raising awareness of other sources of quality assured health and care information and or local community services. Over four hundred stakeholders, including staff, public and partner organisations were consulted as part of a wide ranging scoping exercise to build the new site around the needs of users. Development of Self Help Guide Within NHS 24, seasonal variations can often see a significant risk in the demand of unscheduled care services. The Self Help Guide, which is housed within nhs24.scot, was updated in late 2014 to attempt to shift the balance of care towards self management where appropriate. This included new guidance, which allowed those with common conditions (colds and flu, diarrhoea and vomiting, and eye problems) to systematically check symptoms, and thus be provided with an end recommendation. It is our intention to continue to develop this resource in order that it can link to other common health conditions and continue to support the demands of Unscheduled Care. This project is closely associated with the development of the new nhs24.scot website noted above. Expansion of Web-chat across the Organisation It has been recognised that the development of web-chat offers a new innovative way for the organisation to communicate with service users as well as improve operational efficiency. HiS will oversee the continued introduction of this function across a range of services in the coming year. Many private sector organisations have recognised the benefit web-chat can bring, including increased customer call satisfaction, improved call handler productivity and quicker access for service users. This is an exciting development and we are proud to be leading its introduction. 8

10 Delivery of Knowledge Management System Future Programme HiS has lead role in the delivery of the Knowledge Management System within the Future Programme. This will provide the organisation with a single knowledge management system which should enhance knowledge sharing across the organisation, support the 'once for Scotland' approach with content being presented across multiple platforms/formats and supporting a single shared knowledge resource for the whole organisation. Development of Personalisation and Info For Me This coming year will see the development of our personalisation resource which if piloted successfully within cancer information on nhsinform.scot, will be extended to reach across other relevant long term conditions and associated areas. This project seeks to build upon the Integration of Health and Social Care by working with stakeholder organisations and providing an online service directory that supports self-management and self-care across specific populations. We are currently working with a host of partners including the Health and Social Care Alliance and Macmillan Cancer Support to provide help and guidance for anyone unsure where to access information or advice. Redesign of nhsinform.scot nhsinform.scot, Scotlands National Health Information online resource, will be redesigned and developed as a new responsive platform, which will provide a host of opportunities to expand the reach of information provision. This development will allow additional content to be included which supports the promotion of healthy lifestyles and links directly with health improvement efforts across NHS Boards and Local Authorities. As well as new features such as social media and video. Similar to the development of the new nhs24.scot site, it will be built around the needs of users and support a range of new features not currently provided for within the existing site. Implementation of the National Follow up Service for Smokeline As part of the delivery of the Smokeline service, HiS agreed to develop the delivery of a national 12 month follow-up service on behalf of all NHS territorial boards. The service aims to report on the number of users who are still non smokers 12 months after their initial quit attempt noted at local board level. This service aims to support all health boards to deliver their follow-up services, enhance national reporting on the impact of local smoking cessation services, increase consistency of information and quality of reporting at 12 months and provide efficiencies for NHS Scotland in delivering this service centrally for all boards. This is being developed with Scottish Government and NHS ISD and will be an initial 18 month pilot, and evaluation. 9

11 Health Information Services: Team Structure Head of Health Information Services Unscheduled Care / Clinical Team Health Information Office Coordinator Administrative Assistant Communications link General Manager Service Development and Content Manager (Operations) Health Information Team Managers (Delivery) Macmillan National Information Strategy Manager National Partnership & Consumer Engagement Manager Technology link Operations Officer Content Officers Health Information Advisors Macmillan Programme Manager Partnership & Engagement Officers Support Officers Health Information Operators 10

12 Health Information Services