CX STRATEGY AND INNOVATION LEADERS FORUM

Virgin Care

Virgin Care private and confidential www.virgincare.co.uk

Who is Virgin Care?

2

Virgin Care private and confidential www.virgincare.co.uk

Why do we care about active patients?

3

Virgin Care private and confidential www.virgincare.co.uk

How do we activate

patients?

4

Virgin Care private and confidential www.virgincare.co.uk

1. Develop a culture of feel the difference

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“I've learned that people will forget what you

said, people will forget what you did, but

people will never forget how you made them

feel.”

Maya Angelou

Virgin Care private and confidential www.virgincare.co.uk

2. Invest in people experience

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“Train people well enough so they can leave, treat them

well enough so they don't want to. If you look after your

staff, they'll look after your customers. It's that simple.”

Virgin Care private and confidential www.virgincare.co.uk

3. Design for delight

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Virgin Care private and confidential www.virgincare.co.uk

4. Involve users

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1. Engage

2. Define

3. Discover4. Develop

5. Decide

6. Deliver

Co-design principles:

• Involve staff, carers and

patients

• Recognise the means as

important as the ends

• Show gratitude and

acknowledge participant

contributions

• Feedback to participants

Examples in practice;

1. Sexual health

2. Young people

3. Citizen’s panel

4. Aging well segmentation

Virgin Care private and confidential www.virgincare.co.uk

5. Design around what matters to users

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Dependent DepartingActive(Mentally, Physically,

Socially)

Adaptive AssistedManaged

transition

Managed

transitionManaged

transitionManaged

transition

Managed

transition

Virgin Care private and confidential www.virgincare.co.uk

6. Empower with self-service

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Virgin Care private and confidential www.virgincare.co.uk

7. Support carers

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Virgin Care private and confidential www.virgincare.co.uk

8. Look beyond “health”

Wellness

Physical

Emotional

Social

EnvironmentIntellectual

Spiritual

Occupational

12

Virgin Care private and confidential www.virgincare.co.uk

9. Measure outcomes & impact

Inputs Outputs Outcomes Impact

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Virgin Care private and confidential www.virgincare.co.uk

10. Plan for the future

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www.virgincare.co.uk

Feel the difference

Thank you for listening and

welcoming us to your event!