Building a better digital experience for patients and the public

Juliet Bauer, Director of Digital Experience 2 March, 2017

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Building an integrated, paper-free health and care system 10 domains with clear objectives

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A

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Patient power Reduce pressure on services

Wider participation

Patient engagement: Self-care and prevention Help patients to take control of their own health and care and reduce the pressure on frontline services.

Patient Power Programmes of Work

1. Citizen Identity 2. NHS.UK 3. Health Apps Assessment and Uptake 4. Widening Digital Participation 5. NHS Wi-Fi 6. Personal Health Records

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Patient Power

NHS.UK A multi-channel digital platform rich with action-based and adaptive content

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Condition pages These pages are a hub of information and services around a specific condition, signposting to appropriate actions and content for further exploration. Since we know that a common behaviour is to start by searching for a symptom or condition, these pages will be vital for our anonymous visitors– that is, people who are yet to create an account. Therefore, as well as offering as much personalisation and contextual information as possible, a condition page provides lightweight opportunities for visitors to create an NHS.UK account.

Contextualised call to create account Patients are encouraged to create a NHS.UK account to take full control of their healthcare online. Benefits of creating an account are clearly listed. Patient benefits: Comprehensive benefits and easy way to create an account. NHS benefits: While patients who are highly engaged with NHS services will likely be recommended to create an account by clinicians, promoting the service to a highly digital audience is best done across the site.

NHS.UK – User Research All respondents readily engaged with the nhs.uk stimulus, curious to see what services were likely to be available – and were extremely pleased with what they found • The portal was felt to have the potential to avoid: time on the phone; paper waste; time and

‘hassle’ • It was also perceived to encourage ‘preventative’ action (e.g. Apple health app, cholesterol) • It was felt to offer an efficient and convenient method of updating personal information • Live access to personal medical history, or the history of individuals being cared for was

considered useful. For example, parents could login to reveal their child’s medical history when health problems are experienced abroad (or when being transferred between UK hospitals)

• For carers, having everything in one place, was felt to support both the patient/carer in feeling ‘organised’ and ‘responsible’

Challenges • Security – particularly in older respondents • Quality of services

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Patient Power

Citizen ID A secure identity for members of the public offering a single point of access to records and services

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Patient Power Health Apps Assessment and Uptake A framework to assess and recommend wearable technologies and digital applications

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Digital tools library Developer platform Trusted tools to help you manage

your health. A platform that allows developers to access health data, test their apps and access NHS standards.

LANDING PAGE

Surfacing the tools outside the library.

Tools will be surfaced in other content areas to drive up awareness and usage. For example, on relevant NHS.uk condition pages, other external websites and Google search results. There could even be an NHS branded area within the Apple App Store. Finally, tools could also be surfaced as part of a personalised journey as patient identity is developed.

NHS.uk External websites (e.g. charities/public bodies)

Google search results Apple app store

LANDING PAGE

Developer platform The landing page explains the core capabilities of the NHS developer platform. This platform will not only be used by app developers but also by other suppliers who wish to access NHS’s APIs and standards.

Patient Power

NHS WiFi Free wireless access across health and care to allow the public to take control of their care while moving through the system

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Rollout of free patient wifi

1. Primary care early adopters started rolling out

2. 20 CCGs, 991 general practices 5.3M patients by 31 March 2017

3. Secondary care survey sent first week February

4. Rest of the estate and clinical roaming to follow by March 2019

Reducing pressure on services

Online triage Integrating NHS.UK with NHS111 to create a new online channel patients can use to access the most appropriate service

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Widening Digital Participation

Reaching the 6 million who are not online and the 12 million with low digital literacy to provide skills that help them benefit from digital NHS services

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Patient Engagement timeline

Feb Feb Mar Apr Sep Mar 2018

Widening Participation to

date <220k people trained to use digital

health resources and <8k people

trained as Digital Health Champions

to help promote use of resources

10 mental health and 6 diabetes

apps assessed as part of Healthy

Apps & Wearables framework

NHS.UK navigation to existing patient

online GP Systems

NHS.UK users able to navigate to 'local demonstrator' apps and local services

NHS Wi-fi launched in GP Surgeries

10% of CCG areas testing NHS 111 online service

e-Redbook made available in London

pilot

NHS.UK ‘Booking’ and ‘Accessing Test Results’

services available

Integration of Citizen ID enabling

personalised services

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