www.patientopinion.org.ukPaul.hodgkin@patientopinion.org.uk

How the web is changing how we

involve patients

Easy for the NHS

blogging

Formal complaints

Surveys

YouTube, Flickr,RateMDs.comLitigation

Engaging with patients

Hard for the NHS

Easy for the public

Hard for the public

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Voice

Flickr.com

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

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Does Patient Opinion work?

• 10,000 plus stories on the site

•60% of stories posted to Patient Opinion get a response(43% on NHS Choices)

• We only reject 5% of stories(24% rejected on NHS Choices)

•Some stories clearly generate service improvements

www.patientopinion.org.ukPaul.hodgkin@patientopinion.org.uk

Thank you

A society of networked individualism creates an new economic landscape

Cheap voice

Ridiculously easy collaboration

These are citizen-centric not organisation-centric

Lower prices lead to an over-supply. For voice this can lead to on-line offensiveness and bullying

‘Shroud wavers on speed’ using these toolsmay reduce solidarity

How do create social capital out of social software?

Socio-economic status of contributors

Least deprived 20% of population

Most deprived 20% of population

NHS NW subscribers: Trusts• 5 Boroughs Partnership• Bolton NHS Trust• Cardiothoracic Centre NHS Trust• Christie FT• Clatterbridge FT• Countess of Chester FT• East Cheshire NHS Trust• Mid Cheshire NHS Trust• North Cheshire NHS Trust • North Cumbria Acute Hospital Trust• North West Ambulance Trust• Pennine Acute NHS Trust • Southport & Ormskirk NHS• Tameside & Glossop Acute Trust• Trafford Healthcare NHS Trust • Walton Centre NHS Trust• Wirral NHS Trust• Wrightington, Wigan & Leigh Trust

• Ashton, Leigh & Wigan PCT• Blackburn with Darwen PCT• Blackpool PCT• Bolton PCT• Bury PCT• Central & Eastern Cheshire PCT• Central Lancs PCT• Cumbria PCT• East Lancashire PCT• Halton & St Helens PCT• Heywood Middleton&Rochdale PCT• Knowsley PCT• Liverpool PCT• Manchester PCT• Oldham PCT• Sefton PCT• Tameside & Glossop PCT• Trafford PCT• Warrington PCT • Western Cheshire PCT• Wirral PCT

NHS NW subscribers: PCTs

Life enhancing today

Avoiding death tomorrow

Best solution known/Good evidence

Best solution unknown/No evidence

Co-create using small budget

Significant Discretionary

budget

Vouchers and menu based care+/- discretionary budget Accept/decline

best practice advice

Multiple Co-morbidities

Worried well

screening

Medical aspectsof individual LTC

Much mental health

Life style: obesity, exercise, smoking

Palliative care

Per

sona

lised

car

e

Systematic care

Low

Low

High

High

50’s/60’s

70’s/80’s

90’s/00’s

10’s/20’s

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A society of networked individuals empowered by the new economics of the web experiences

Reduced informational asymmetries

Reduced power differentials

Reduced vulnerabilityincreased solidaritynew gift economiesco-creation with professionals

We have put ‘choice’ at the wrong point

Ill people make terrible shoppers

But afterwards know exactly what went right and what went wrong