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Idea Giving consumers a voice from any angle

By GHDonline Team | 02 Dec, 2014

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.

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Aaron Beals Advisor Replied at 2:35 PM, 3 Dec 2014

Thanks for sharing your idea, Mike.

One of the challenges we've seen with EHR system adoption is that uptake--and therefore data collection--fails when those entering the data don't see the feedback from the data collection. Lack of feedback tends to lead to lack of engagement.

Connecting to individuals' preferred channels is certainly half the battle, but what are the motivations for them to enter their feedback? Will they be able to see the aggregated data? What changes are made to the delivery system as a result of their feedback?

Aaron

This Community is Archived.

While this community is no longer active, we invite you to review and recommend past posts and resources. Membership for this community is closed, but we hope you'll join us in one of the many other communities on GHDonline.

Moderators of Technology for Patient Engagement and GHDonline staff