eHealth 2013 - Ross Forbes - iWantGreatCare
-
Upload
emerce -
Category
Health & Medicine
-
view
270 -
download
3
Transcript of eHealth 2013 - Ross Forbes - iWantGreatCare
![Page 1: eHealth 2013 - Ross Forbes - iWantGreatCare](https://reader036.fdocuments.net/reader036/viewer/2022062300/55794b8bd8b42a31678b50a7/html5/thumbnails/1.jpg)
Transforming healthcare through the patient voice
September, 2013
![Page 2: eHealth 2013 - Ross Forbes - iWantGreatCare](https://reader036.fdocuments.net/reader036/viewer/2022062300/55794b8bd8b42a31678b50a7/html5/thumbnails/2.jpg)
Public-facing, consumer and service industries transformed by the power of online user-feedback
Ratings and reviews drive better quality, lower cost, and increase public trust, engagement and understanding
![Page 3: eHealth 2013 - Ross Forbes - iWantGreatCare](https://reader036.fdocuments.net/reader036/viewer/2022062300/55794b8bd8b42a31678b50a7/html5/thumbnails/3.jpg)
Why not in healthcare?
Where everyone has a story to tell…
So:
![Page 4: eHealth 2013 - Ross Forbes - iWantGreatCare](https://reader036.fdocuments.net/reader036/viewer/2022062300/55794b8bd8b42a31678b50a7/html5/thumbnails/4.jpg)
We knowpatient experience is vital to delivering excellent care and is an absolute measure of quality:
• Predicts safety and clinical outcomes
• Drives staff morale and engagement
• Delivers value and cost-effectiveness
![Page 5: eHealth 2013 - Ross Forbes - iWantGreatCare](https://reader036.fdocuments.net/reader036/viewer/2022062300/55794b8bd8b42a31678b50a7/html5/thumbnails/5.jpg)
Why then…is user experience not used as:
a central driver
key performance indicator
the core to all management information
?
![Page 6: eHealth 2013 - Ross Forbes - iWantGreatCare](https://reader036.fdocuments.net/reader036/viewer/2022062300/55794b8bd8b42a31678b50a7/html5/thumbnails/6.jpg)
Global change On a global scale social
changes, access to information, the age of reference not deference.
Consumerisation of healthcare is creating an irresistible force.
![Page 7: eHealth 2013 - Ross Forbes - iWantGreatCare](https://reader036.fdocuments.net/reader036/viewer/2022062300/55794b8bd8b42a31678b50a7/html5/thumbnails/7.jpg)
To transform healthcare you need to change attitudes and behaviours of four key groups
• Clinicians• Hospitals• Patients• Payers
![Page 8: eHealth 2013 - Ross Forbes - iWantGreatCare](https://reader036.fdocuments.net/reader036/viewer/2022062300/55794b8bd8b42a31678b50a7/html5/thumbnails/8.jpg)
![Page 9: eHealth 2013 - Ross Forbes - iWantGreatCare](https://reader036.fdocuments.net/reader036/viewer/2022062300/55794b8bd8b42a31678b50a7/html5/thumbnails/9.jpg)
Hospitals “The results are astonishing – this is innovative better care”
Professor Ilora FinlayDirector, All Wales Palliative Care
“The difference iWGC is making to us is massive: the impact is profound, it is a game-changer”
Phil MorleyCEO, Hull NHS Trust
![Page 10: eHealth 2013 - Ross Forbes - iWantGreatCare](https://reader036.fdocuments.net/reader036/viewer/2022062300/55794b8bd8b42a31678b50a7/html5/thumbnails/10.jpg)
![Page 11: eHealth 2013 - Ross Forbes - iWantGreatCare](https://reader036.fdocuments.net/reader036/viewer/2022062300/55794b8bd8b42a31678b50a7/html5/thumbnails/11.jpg)
![Page 12: eHealth 2013 - Ross Forbes - iWantGreatCare](https://reader036.fdocuments.net/reader036/viewer/2022062300/55794b8bd8b42a31678b50a7/html5/thumbnails/12.jpg)
The differenceEngages and adds value to all four groups
Clinical and online understanding
Real transparency
![Page 13: eHealth 2013 - Ross Forbes - iWantGreatCare](https://reader036.fdocuments.net/reader036/viewer/2022062300/55794b8bd8b42a31678b50a7/html5/thumbnails/13.jpg)
We believethe need for such a solution has never been greater or more timely...
...given the demand from society for transparency, the increasing pressure on healthcare resources, and the transformational power of the Internet.
Today…
![Page 14: eHealth 2013 - Ross Forbes - iWantGreatCare](https://reader036.fdocuments.net/reader036/viewer/2022062300/55794b8bd8b42a31678b50a7/html5/thumbnails/14.jpg)
Our team
Dr Neil BaconFounder and CEO
Rt Hon Alan MilburnChairman
Dr David LevyUS Advisor
Stephen KauferSenior Advisor
Oxford and Harvard trained clinician, founder of Doctors.net.uk (world’s largest online professional medical community), ehealth advisor to EU
Secretary of State for Health 1999-2003, Chair of Bridgepoint Capital Advisory Board, Chair of Mars Global Advisors, principal advisor to Lloyds Pharmacy
Clinician and entrepreneur. Global head of health for PWC until June 2013
Founder and CEO, TripAdvisor
Management
![Page 15: eHealth 2013 - Ross Forbes - iWantGreatCare](https://reader036.fdocuments.net/reader036/viewer/2022062300/55794b8bd8b42a31678b50a7/html5/thumbnails/15.jpg)
Our progress
Manage 40% of NHS hospital feedback
International:240 locations in 18 countries, 14 languages
Over one million reviews by 2014
![Page 16: eHealth 2013 - Ross Forbes - iWantGreatCare](https://reader036.fdocuments.net/reader036/viewer/2022062300/55794b8bd8b42a31678b50a7/html5/thumbnails/16.jpg)
• IWGC enables organisations to capture patient feedback online or offline for doctors, wards, clinics, hospital departments and across the entire organisation
• Paper, mobile and online services are combined to maximise quality and quantity of data collected
• The system makes it simple to continuously track quantitative and qualitative patient experience, to meet both your local priorities and those of the National Patient Survey
Unified system to measure experience across all clinical scenarios and for all patients
• All data and feedback is scanned, authenticated and securely stored electronically – IWGC handles all paper returns
• Quantitative assessments and reviews (“patient stories”) are collected and evaluated from both patients and carers, including multiple languages, paediatric care and for community-based services
• Clients are able to change question sets as required at no additional cost. We can also develop bespoke measurement programmes to meet specific requirements.
Efficiency, accuracy and timeliness
Our platform: B2B
![Page 17: eHealth 2013 - Ross Forbes - iWantGreatCare](https://reader036.fdocuments.net/reader036/viewer/2022062300/55794b8bd8b42a31678b50a7/html5/thumbnails/17.jpg)
Our platform: B2B
![Page 18: eHealth 2013 - Ross Forbes - iWantGreatCare](https://reader036.fdocuments.net/reader036/viewer/2022062300/55794b8bd8b42a31678b50a7/html5/thumbnails/18.jpg)
Two channels to added value
Public facing
B2B management information
Transparent,Consumer-
driven,Comparison
data set,Trusted
source of choice
![Page 19: eHealth 2013 - Ross Forbes - iWantGreatCare](https://reader036.fdocuments.net/reader036/viewer/2022062300/55794b8bd8b42a31678b50a7/html5/thumbnails/19.jpg)
Any questions?