Citizen 2.0 – harnessing

patient experience for better

healthcare

Dr Neil Bacon Founder, iWantGreatCare.org

“The future never

just happened,

it was created.”

Explosion of patient experience

It is already happening – in a

totally uncontrolled, random,

variable way

How can we harness this

huge tide of citizen

knowledge and

expertise?

Why should we do this?

• Social change and consumerisation of health

• Healthcare quality = outcomes x experience

• Good patient experience is predictor of

improved clinical outcomes and cost-efficiency

• Other outcome metrics

• Frequently non-existent

• Hard to collect

• Not understood by citizens

• Don’t always measure what is important to patients

• Truly comparative

• “Early warning” – predictive and real-time

Informed citizen/community

has true choice and creates

MASSIVE pressure of

transparency and “market

forces” on providers

But only if feedback is

• Transparent

• Independent

• (not run by providers or governments)

• Meaningful

• (to patients, not doctors!)

• Granular

• Comparative

How can we do this?

How can we do this?

Clinicians, organisations and

Governments• Unique philosophy, approach and processes to

maximise benefits for all stake-holders

• Clinicians: opposition -> confusion ->

understanding -> acceptance -> enthusiasm

• Organisations – tool for culture-change and

ensuring organisation is patient-centric

• Governments – looking to harness power of

social and technological changes to improve

quality

Ensuring no one left behind

• Must level the playing field

• Reduce the variation (Bell Curve)

• Ensuring inclusivity

• Multi-channel: paper, web, phone

• Extremes of age

• Family and carer feedback

• Multilingual

• Disability

• But all benefit when some exert power

What future do we want to

create?• Healthcare driven by needs, wishes and expectations of

patients and citizens

• Citizen feedback becomes a key-metric for all health

and social care

• Becomes European standard – consistent metrics

• Allows citizens to make meaningful comparisons and

choices across borders

• Simple and easy to use for all

• True “Citizen-pressure” drives continued improvement

from all providers

It is currently easier to compare

hotels across Europe than it is

healthcare and hospitals

We have the chance to change

this, before our children ask

us “why?”