Idea submitted by: Mike Brooke
Capturing consumer input on health service experiences demands a wide range of low cost, reproducible and locally supported channels that can manage large volumes of data.
This idea uses a central processing "engine" with input sourced via each individual's preferred channel, including forums, focus groups, chats, formal or informal interviews, blogs, tweets, facebook posts, emails, hard copy or online surveys or any other way input is sought from individual consumers. Some channels may require assistance to convert input into a word or excel data file - others are ready to use. Some will be part of formal surveying (e.g. NSW Patient Satisfaction Survey), others will come from social media discussion.
The "engine" has a unique processing software which "learns" at higher levels as more data are provided with their surrounding contexts. Currently in UK NHS use to complement formal patient surveying data, it is uncovering unexpected themes with increased use.
Sustainability is achieved through leveraging existing local consumer groups to promote an effective "voice". Access for culturally and linguistically diverse groups again uses groups in place already, but with all input directed centrally, with translation support automated. With less structured interaction e.g. small informal groups, workshops and informal yarns in indigenous communities, some manual reporting support will be needed for input.