CX STRATEGY AND INNOVATION LEADERS FORUM Virgin Care
CX STRATEGY AND INNOVATION LEADERS FORUM
Virgin Care
Virgin Care private and confidential www.virgincare.co.uk
Who is Virgin Care?
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Virgin Care private and confidential www.virgincare.co.uk
Why do we care about active patients?
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Virgin Care private and confidential www.virgincare.co.uk
How do we activate
patients?
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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
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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!