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Can technology save the NHS?
An alternative viewCleveland Henry, Delivery Director, NHS Choices
2 June 2015
Who we are
Bringing together systems and information
The former Health and Social Care Information Centre (known as The NHS Information Centre), a Special Health Authority closed in March 2013
Connecting for Health, responsible for the National Programme for IT, which until April 2013 was part of the Department of Health
Informatics functions from local Strategic Health Authorities and a Primary Care Trust
HSCIC is formed from several predecessor organisations:
Other functions transferred into HSCIC
August 2013 Some supportingfunctionsApril 2014
What we do
We set standards that protect patient’s confidential information, reduce bureaucracy and improve data quality
We operate essential technology services that support the health and care system
We collect, analyse and publish national data and statistical information that helps inform decision making
We develop the next generation of national data and information systems
What we do
NHS Mail740,000 registered users
GP2GP93% of GP Practices in England use GP2GP
The SpineContains 80 million records
NHS Choices48 million visits a month
Electronic Prescription Service12.4M patients have nominated a pharmacy
Informing public discussion 3,000 news stories used our statistics
What we do
GP Payments ServiceCalculates and pays £7 billion annually
Choose and Book50 million patients referrals reached
Statistical reports260 statistical reports published
ScreeningHelps to detect over 13,500 invasive cancers
National Back OfficeManages accuracy of 6.3 million transactions
Our vision
By 2020 we will have revolutionised the way technology, data and information are used to transform the delivery of England’s health and social care services
Our priorities for 2015-2020
• Ensure that every citizen’s data is protected• Establish shared architecture and standards
for the benefit of everyone• Implement services to meet national and
local needs• Support organisations to get the best from
technology, data and information• Make better use of health and care
information
So, can technology save the NHS?
Save the NHS !!!!!
• Technology can save NHS £££• Technology can improve efficiency and effectiveness• Technology can enhance the patient/carer
experience• Technology can contribute to saving the NHS
But is it just about data, information IT systems and apps?
My point of view
• A view @ Online Health (NHS Choices)• A view @ Online Banking• Any relevant comparison or lessons?• Save or contribute to saving the NHS?
NHS Choices
The website for the National Health Service in the UK, providing health and lifestyle advice, information about local services and the latest health news
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Banking
• 1980 – 2000: Introduction of digitisation• 2000 -2010: ‘Channel shift’ of high volume/low value• 2010 – 2015: Digitisation with human touch – combined online and
face-to-face interactions• 2016 +: Fully digital personal touch
– Smartphone “one click” processes to get information & pay– 99% transactions & service request handled digitally– Seamless interaction online-phone-VC– Tailored to individual needs – personalisation– Estimated to lower costs by over 30%
“…. the internet channel is as equally important as traditional channels of branches, ATM, telephone banking …….” – Gartner, 2003
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Changing behaviours in banking …
• 79% of internet users say now confident in banking online.– 90% of 25 – 34 year olds– Only 25% of over 55’s
• 25% of internet users log on to account every day• A further 39% at least weekly Source: Think Money
Source: McKinsey&Company ‘Retail Distribution 2015’
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Comparisons – Relevancy?
Banking sector has taught us that…• There’s been a paradigm shift in what we do online• The banks embraced digital, even faced with the “is it safe” challenge• We now have truly “convenience banking”
Now NHS Choices is beginning to demonstrate…• There is an opportunity to “channel shift” (where appropriate) to
support the NHS• That making technology work for citizens is paramount• That we can make citizen’s transactions with the health and care as
simple as banking • Digitisation with a human touch is a opportunity
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So can technology save the NHS?
Technology can… • make it better• make it more efficient• make it more effective• deliver a joined up NHS• put health at the individuals finger tips
But can technology save the NHS?• No, but it can change everyone's way of using it!
Questions?