robert cleary: the role of the patient
TRANSCRIPT
1
Robert Cleary
Head of Data, Research and Development
Acting on information: the role of the patient
October 9th, 2013
2
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!
3
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
4
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)
5
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.
6
Thank you