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.

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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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