Consumers of health and social care services have 5 concerns:
- They do not have trust and confidence in the complaints system
- They are afraid to make a complaint close to the source of their care in case it affects how they are treated
- They do not believe that making a complaint will make a difference and that nothing will change as a result of their complaint
- They do not know who to complain to
- It can be bureaucratic and intimidating
They have 8 simple principles:
- Trusted and confidential.
- Responsive: Almost half (49%) of people have no confidence that their complaints will be dealt with effectively.
- Supportive: It takes courage to complain, don’t make it harder.
- Simple: The current complaints system is complex and simplification is paramount.
- Joined up: Consumers and users of services should be assured that lessons will be learned by the whole health and social care system – not just the individual health or care setting complained about.
- Integration between health and social care: Many issues arise at the junction of care, where a provider, ward or department changes or where an individual passes from health to social care provision.
- Transparency: The consumers can make effective choices about their health and social care.
- Complaints data and benchmarking: It can be the catalyst for service improvement and innovation
Do we need a Health and Social Care Digital Service in England to offer the public high quality and easily understood information and services relevant to health, well-being, NHS and care services?
A digital service could be underpinned by the principles of greater transparency, more high quality information and activated participation.
I think such a service might include:
- Transparency – Directly connect people to transparent information about health and care, and associated services to enable them to make effective decisions about their health and care needs, such as choosing when and where to access care & advice.
- Transactions – Provide a range of simple, relevant and timely online services, to enable people to transact their health and care online, such as booking appointments, ordering repeat prescriptions or accessing a care record when they want to.
- Provide an effective transactional service to deliver system-wide efficiencies enabling services and transactions to be shifted to digital channels, such as ordering repeat prescriptions, advanced symptom checkers and appointment booking services.
- Participation - Provide a service for participation in individual health, care and third party services, such as managing a long-term condition, for example diabetes, with online tools and communities for peer support and advice
- Enable people to provide feedback on their experiences of health and care and ensure that they are listened to and their comments acted upon.
- Efficiency – Provide opportunities for GPs, hospital clinicians, NHS organisations and 3rd parties to create and exploit new ways of working such as streamlining care pathways, providing lean processes and reducing administration costs.
- Building the Market – Make available open and accessible interfaces so that third party organisations and developers can access the digital service data and information to create innovative products for consumers to further improve the variety of tools & services available, catching up with many other sectors that have embraced the digital revolution and empowered their customers.
- Enable small and medium organisations to provide digital service innovation through access to NHS business processes and partners.
Perhaps a digital service could be the clicks to the NHS and social care bricks. It might provide a catalyst for a digital transformation of the way the NHS and care organisations do business.
I have always wanted Oulook, (my current PIM of choice), my phone, and slate to know something about what I am up to. I mean beyond automatically setting my ring tone to silent during meetings. Google Now is heading in the right direction, telling me the weather in the morning, the proximity of food outlets at lunchtime and bars in the evening.
Context seems to be the name for this tech. Robert Scoble does a great job of looking at why we should both worry and how we might benefit from it.
We all know that our mobile phones are spying on us. If you are in blissful ignorance of this don’t watch Malte Spitz. You won’t like what you see. But what if we don’t mind being tracked as long as we are the only ones to benefit from it.
The challenge is how do we benefit from Context without handing security services both public and private the perfect source of tracking information.
If Microsoft, Google and Apple get this wrong, I will need to watch Enemy of the State again for a new set of tips and tricks.
If you write a blog, and you want to be taken seriously, tell people who you are. I think any argument a blogger makes is weakened if they use a pseudonym.
At the Guardian Masterclass on Journalism last Saturday Paul Lewis seemed to be of the same view. He suggested that writing a blog to highlight your journalistic talent using a pseudonym did not strengthen your case for employment.
A few people have asked where I go on the web. So rather than a list of links I thought I might try it as a narrative. As many will know I left Microsoft this summer and joined the NHS Commissioning Board. So this has informed my searches and visits this week.
At the outset I wanted to see what was going on elsewhere in the world of healthcare. I find a good place to start is Change This it is a manifesto version of TED and of course given the month the wonderful Adam Garone and his Movember journey. There is so much in TED you can always find something to inspire. But I also wanted a bit of technology so went to the Verge and the 90 Secs video brief and its always funky conclusion.
When I am in London I work out of Central Working and attached to it is a Gailes bakery.. I am interested in the rise of the Artisan and this is explained via and photo journey in CoolHunter.
Finally, I searched for some insight into the fast changing Social Media environment and in particular I want to know more about Nate Silver and what he had achieved in calling the 2012 Presidential Election in the US.
And that was my web week.
A new central heating system and a new fridge in the house has reintroduced me to the modern instruction manual. They are no better than they ever were. Written by people who have a complete knowledge of their products to the point at which they gloss over the important little steps that make the thing actually work.
Can I suggest that Worcester Bosch and John Lewis write their manuals and then watch someone try to follow the detail. I am pretty sure they will discover that they will have to intervene, to cover for that missed step.
The John Lewis fridge freezer included a sound scape, useful when tracking down that strange noise. Although I am not sure that wine goes BLUBB!
Flanders and Swan’s The Gas Man Cometh was an amusing ditty that is sadly still relevant today. My mother lives on her own in a small village in Surrey.
Not long ago a water leak sprang up in the road outside her house. The local commercial water company came to mend it 10 days after it was reported.
Three weeks after its repair the electricity went off in her house. The Commercial power company turned up 24 hours later to repair it. The Water company had damaged the supply and the cable had been fractured. It took 3 days, 3 holes and a generator for 72 hours to repair it.
During the power repair my mother’s phone stopped working. BT came to reconnect the service, it took 7 days, they could not find one of the ends of the broken cable that the power company had cut through and buried.
We check the gas regularly!