The Future is Open: Making the NHS the best customer service in the world

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1 The Future is Open: Making the NHS the best customer service in the world October 2012 Building choice of high quality support for commissioners 1

2 Our mission:

3 What are the key characteristics of a world class patient service? 3

4 Transparency and participation have transformed customer service in other sectors so why not healthcare? Online banking a consumer success story Launched in the US in 1994 and in the UK in 1998 Now >22M adult users (>50% of computer users) Consumer applications offered with digital banking Access to records Online banking offers access to personal bank account applications in a secure environment Healthcare equivalent: access to the medical record Ability to transact Customers pay bills and receive payments Healthcare equivalent: ability to receive test results Ability to book appointments Online banks offer real time facilities to book meetings and calls with advisers Healthcare equivalent: ability to your doctor SOURCE: Financial Fraud Action UK 4

5 The NHS will become a world class patient service by promoting Transparency and Participation Unleashing demand: comparative data has promoted active choice in other sectors Raw material for enterprise: NHS data offers global lead in technology and life sciences Digital services: The VA reduced bed days by 25% by introducing online record access to encourage self care UNCLASSIFIED Identifying best practice and reducing waste: Customer insight has transformed costs and value of health systems Driving up quality: 1,000 fewer deaths each year in cardiac surgery since data published 5

6 This is what we mean by data My Private Data Structured confidential data I collect on myself Connected Data Structured data generated about me in networks (eg Google trends) LIQUID DATA My Public Data Unstructured data I share with others (eg ) Insight Data Structured data I volunteer to others (eg Net Promoter) Routine Data Structured data about me (eg health episodes)

7 What are the key cornerstones of a world class customer service? World class Data Open Outcomes Text Text Transparenc y Customer choice and control Knowledge for all Participation Patient Voice and Insight 7

8 The Directorate for Patients & Information: A new commitment to customer service For the first time, information, technology and communications functions in the NHS have been brought together in one place to facilitate excellence in transparency and participation 8

9 A. Intelligence Supporting people to make the best decisions they can 9

10 Intelligence Developing data tools and capabilities care.data A new initiative to create a comprehensive data platform for health and social care By April, we will have published the NHSCB data catalogue for 2013/14, CCG assurance protocols and launched a NHSCB CEO app an ipad enabled beta data service. Transparency and Code for Health We will be publishing more data for free re use and driving innovation and enterprise in the use of data by training staff and the public. We want Open Data in healthcare to be a social movement 10

11 B. Patient and public voice Putting the citizen at the heart of the NHS 11

12 Patient and public voice A new approach to public engagement Civil Society Assembly A new initiative to bring together NHS champions to work with the NHS Commissioning Board on shaping its future. A virtual and physical network for anybody who wants to support and develop the work. It will have a steerco comprised of leaders from a variety of backgrounds, as well as patient bodies Customer Insight Every NHS organisation that receives funds from NHS CB will need to demonstrate it is listening to its service users and responding to their requirements. From April 2013, one such tool the Friends and Family test will be mandatory in every NHS acute Trust. 12

13 C. Customer Relations Giving the patient control and choice when they want it 13

14 Customer Relations Putting the consumer digital revolution at the heart of the NHS A new customer service platform will launch in November This will mark a watershed in the adoption of digital technology in healthcare. It will provide a multi channel point of access to information and services in the NHS. It will be the biggest online service of its kind 14

15 Customer Relations Putting the consumer digital revolution at the heart of the NHS: it s worked in the US and we have pioneers The 311 movement: a model for the NHS? American cities transformed their commissioning efficiency through use of multi channel platforms based around the 311 non emergency helpline. They encouraged mass citizen feedback. New York receives 90,000 calls and texts a day. There is now clear evidence that crowdsourcing municipal commissioning reduced costs, improved quality and has transformed citizen relationships Online record access: transforming the customer experience Margaret Rickson, 83, from Hyde in Greater Manchester trained herself to use a computer in order to order prescriptions online. This has changed her life. More than 50m visits to the GP may not be needed if patients went online as they do 15

16 D. Systems and Technology Digital First 16

17 Systems and Technology Promoting customer service and growth 17

18 Whoever said it would be easy? Nobody has ever done this before 18

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