Friday 21 st July, time tbc Roger Donald (NHS Direct) & Kevin White (Nile) Self-service health care This document and it’s content is Copyright ©2012 NHS Direct, Nile HQ and UCD UK Limited.
UX Scotland Conference 2013 - Selfservice Healthcare
Jun 26, 2015
Presentation from Kevin White, Nile and Roger Donald, NHS for UX Scotland Conference 2013
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Transcript
Friday 21st July, time tbc
Roger Donald (NHS Direct) & Kevin White (Nile)
Self-service health care
This document and it’s content is Copyright ©2012 NHS Direct, Nile HQ and UCD UK Limited.
TIM KELSEYNATIONAL DIRECTOR FOR PATIENTS AND INFORMATION IN THE NHS
“We have to deliver an NHS that responds to
the needs of the people that use it”
eHealth Insider, http://tinyurl.com/blsjxbj
The Challenge for the NHS
The economics
* DH Reference Costs 2009/10 ** PSSRU Unit Costs for Social Care 2009/10
*** Connecting for Health/University of Sheffield, Second Interim Report, Oct 11**** Estimated 2011/12 figure for digital symptomatic assessments - income / users
£219
£95
£32
*
**
*
£8-12
£0.44
***
****
NHS Direct symptom checkers
Decreasing demand on core NHS services
Online symptomatic health assessments
Self care advice online
Web chatwith NHS
Direct
Call-back from NHS
DirectPharmacy
Referred to GP, A&E, Dentist or
999
Why multi-channel for health?
Why should we do this?
What services do users want?
How do they engage with them?
Does channel effect activity?
Do we do it simply because it is there?
Multi-channel health care
Channel Access Fulfilment
Face to Face• Urgent Transport• Car + Parking• Bus + Walk• Rail + Walk• Walk
• A&E• GP• GP OOH• WIC• MIU
Telephone• 999• 111• 0845 4647• TAL
• Ambulance• A&E• GP• WIC/MIU• Self-care Advice• Information• Appointments
Digital• Choices (nhs.uk)• nhsdirect.nhs.uk• net doctors• GP web site
• Ambulance• A&E• GP• WIC/MIU• Self-care Advice• Information• Appointments
“Channels are not alternatives, they are complements. It is only by appropriately combining channels that organisations can improve customer experience and make step-change improvements in efficiency at the same time”
Professor Hugh WilsonCranfield School of Management
Taking control of your health
Taking control of your health
Taking control of your health
Taking control of your health
Taking control of your health
Taking control of your health
Taking control of your health
Taking control of your health
NILE’S BIT
Interviews and persona development
Grant IngramChronic SuffererAge: 62Semi-retired mechanic. Works at local Halfords“I need reassurance and the possibility to talk to someone”
Julie WarringtonParent with toddlerAge: 32Mum and part-time voice-over actress“I don’t want to waste GPs’ time with little things”
Alayah RobertsMostly healthyAge: 23Recruitment consultant“Easier than going to the doctor”
IA Development and testing
Always read the label
Safe, evidenced-based, clinical content is paramount
But…– Users may not read text– Users may misread important information– Users may misunderstand important information
Clinical clinical content
Interactive decision points
Patient decision aids
Patient decision aids
Patient decision aids
High stress conditions
Potentially high risk interventions
Helpful, reassuring information
Visualisations and supporting diagrams
Real life stories
Calming messages
What do people want?
What do people want?
Respondents indicated the following as very valuable features• Text explaining how to deal with symptoms (43%, N=853)
• Tips from individual doctors or nurses on self-care (45%, N=874)
• Information on medicines which would be effective (51%, N=871)
What do people want?
And if all their questions weren’t answered they would value• Telephone callback (48%, N=871)
• Webchat (28%, N=838)
• Email contact (25%, N=842)
• Live webcam or audit chat (17%, N=829)
What do people want?
And if they were still unwell, they would be inclined to• A face-to-face consultation (64%, N=858)
• Phone consultation (42%, N=854)
• Accident and emergency (34%, N=847)
• Online consultation (28%, N=830)
CHALLENGES AND QUESTIONS
Quick response
Is a 4 hour call back wait acceptable?
Do instant webchats drive an expectation?
What would you do?
“It told me to go to A&E for a cold … I mean why would I go to accident
and emergency for a common cold”– From iPhone App review
Expected disposition
Urgency of end point given
Low Medium High
Urgency of user’s
favoured end point
Low 53% 44% 10%
Medium 65% 80% 33%
High 74% 78% 70%
Percentage chance that a user will comply with advice
New ways of interacting
Testing with people in distress
Testing with people in the right context
More serious conditions
Alternative methodologies
• Ethnography• Theatre studies• Mobile ethnography• Co-creation
THE FUTURE
Interconnected future
Symptom checking
Self care
Appt. booking
Condition information
Prescription mgmt.
Decision support
Long term condition
mgmt.
Wellness
Social care supportCare
provider information
Directory of services Discharge
support
NHS Digital service roadmap
Future services – beyond 2015
MyNHS from 2015Existing Services
From 2013
YOUR QUESTIONS
Takeaways
Methodologies need to develop to allow us to connect with distressed or otherwise contextually relevant participants
Strong reassurance seeking behoviour
Multichannel does not necessarily mean the same thing on every channel
The future aims to put the user at the centre of their healthcare
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