How to set up an improvement platform in less than one hour

Horizons Group, NHS In partnership with Crowdicity

https://mobile.crowdicity.com/horizons.crowdicity.com/

The plan for the next 55 minutes The next 55 minutes will be fast and furious as we work together to develop a crowdsourcing platform. We will be:-• Taking the first steps in developing a platform• Understanding and reframing the problem • Running sprint 1 and sprint 2 • Building on what we know • Taking next steps – your role

• systematic “change management”

• too often, leaders prescribe outcome and method of change in a top-down way

• change is experienced by people at the front line as “have to” (imposed) rather than “want to” (embraced)

Change Programmes

• everyone (including service users and families) can help tackle the most challenging issues

• value diversity of thought• connect people, ideas and

learning• Role of formal leaders is to

create the conditions and get out of the way

Change Platforms

“Tear down the walls”

The design sprint – setting the scene

• The Horizons team has a lot of experience of developing a variety of change platforms

• Our global healthcare platforms developed for change - The Edge, Care Design 2016, Challenge Top down change, NHS Change Day

• Working with partners Crowdicity – we want to show you how to design, crowdsource, build the questions and analyse the rich data

First step in developing a platform

• Understand the problem you want to solve. Is crowdsourcing the right approach?

• Find the issue that will engage your crowd

• Share a compelling story – work with patients, clinicians, frontline staff

• Be social on the platform and social media channels

• Work out loud about the improvement platform, learning and challenges

David Selwyn,Nottingham University Hospitals NHS Trust

Second step in developing resources

• What platform?– Accessibility e.g. open vs closed access– Cost vs free platforms (Facebook, Google

community)• Who will manage the platform?– Community manager vs self managed community

Third step in developing resources • Agree the question

• Be clear • Short • Begin with the end in mind • Aim to spark divergent and convergent

thinking• Set challenges• Add personas to make the issue come alive• Populate the platform with useful research or

guidelines if available

• Expect the unexpected • How will you manage the difficult discussions?• How will you bring the focus back to the

questions?

When crowdsourcing doesn’t go to plan! You need to be ready for what every the crowd says

Final step in developing resources

• Agree the methodology for analysis – Start with divergent and move to convergent– Human centred design methodology – Expert panel vs the crowd

• Always know the end point• Do not waste the crowd’s time

Our challenge: platform– not change programme

Engage a community of patients and healthcare staff

Sprint 1

• Spend a few minutes reviewing the platform so far

• On your table agree a question that will help Dave find the answer to the problem. (10mins)

• Vote: which question should be used as an additional challenge to the crowd?

Sprint 2

You are all now community managers / facilitators

• What steps will you now take to involve your community? (10mins)

• Feedback to the room

Sprint 3

The analysis, what is the crowd telling us?

• On your table teams review the content so far and agree what you think are the key themes (10mins)

• Feedback to room

Launch the platform at a great event & share the details with your community

#qfhorizons

The story so far

• Costs vs Benefits • Consider reducing the number of investigations,

does the patient really need it?• Utilisation of the day– Question asked via twitter last night; ‘How do you

ensure full utilisation of radiology in the hours of 9-5? Answer this before moving to overnight service.’

• Patient choice; how do we develop this within our services?

Question 1 – Results so far

Question 2 - Results so far

Question 3 - Results so far

● Only 1% participate fully so start with a big crowd● Inject thought diversity to guard against groupthink● Mix high domain knowledge with those with high creativity

Choose the right crowd

Choose the right incentives

● Crowdsourcing cannot happen without a vibrant, committed community ● Rewards must balance intrinsic & extrinsic motivators

Crowds do not replace the team

● You’ll get volume & diversity from the crowd but be prepared to match it with equal time & effort to herd, sift & identify contributions

Crowds needlove too!

● Crowds need direction & guidance to help them feel part of their community & give of their best

Keep itsimple

● Break complex tasks down● Tasks must be small, simple & fun & fit into your crowd’s spare time

Remember Sturgeon’s Law

Communities are always right!

Fulfilling self-actualisation

● “90% of everything is crap / 10% of everything is not crap”● Allow the crowd to surface its best through voting to the top

● Crowdsourcing works because creativity, spontaneity, problem-solving & affiliation achieve self-actualisation (Maslow / Howe)

● Top-down management style does not work in crowds, nor does grass-roots anarchy● Lead with the moral authority the crowd allows

Adapted from: A Guide to Open Innovation and Crowdsourcing, Ed. Paul Sloane

The rules of crowdsourcing

The platform will remain open until 22nd April

• After this date, we will analyse the data and hand it over to Dave and his colleagues at Nottingham University Hospitals so they can use it for action

• Please continue to contribute up to 22nd April:

https://mobile.crowdicity.com/horizons.crowdicity.com/

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