Citizen 2.0 – harnessing patient experience for better healthcare. Bacon N. eHealth week 2010 (Barcelona: CCIB Convention Centre; 2010)

1. Citizen 2.0 – harnessing
patient experience for better
healthcare
Dr Neil Bacon Founder, iWantGreatCare.org

2. “The future never
just happened,
it was created.”

3. Explosion of patient experience
It is already happening – in a
totally uncontrolled, random,
variable way

4. How can we harness this
huge tide of citizen
knowledge and
expertise?

5. 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

6. Informed citizen/community
has true choice and creates
MASSIVE pressure of
transparency and “market
forces” on providers

7. But only if feedback is
• Transparent
• Independent
• (not run by providers or governments)
• Meaningful
• (to patients, not doctors!)
• Granular
• Comparative

8. How can we do this?

9. How can we do this?

10. 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

11. 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

12. 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

13. 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?”