robert cleary: the role of the patient

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Robert Cleary

Head of Data, Research and Development

Acting on information: the role of the patient

October 9th, 2013

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The role of the patient?

To be a tool for managers and policy makers to use when they are trying to

improve health services.

X should be increased

Publish indicator of X

on NHS Choices

Low-X shame Improvement!

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Problem

No patient will look at, or act upon, the indicator

of X

No patient interest in X

No patient interest in

NHS Choices (per se)

No patient interest in shame*

*That is not fully exhausted by the Daily Mail

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Response

“It doesn’t matter – we are only pretending this information is for patients – it’s the act of

publication that drives improvement.”

(1) Don’t intentionally mislead your users. (2) Don’t ignore your users’ information needs….

Source: Ipsos MORI Choice Review Survey (December 2012)

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Tips for getting patients to act on information

1. Understand the tasks that patients are trying to

complete.

2. Collect information that patients perceive to be

relevant to actions they are contemplating.

3. Ditch the data that in practice conveys no

information.

4. Publish the rest in a form that patients find

attractive and accessible.

5. There is no 5.

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Thank you