Webinar: Patient centred care: derisking the approach by learning from industry

Every NHS organisation aspires to put the patient at the heart of their own care, but what does this mean in practice? And how do we enable it whilst reducing the burden on staff rather than increasing it?

Having multiple different systems make this challenging to deliver in healthcare as it does in other public sector bodies and in other industries – but there are solutions. And more importantly, there are ways forward which can dramatically increase efficiency. Thames Valley and Hampshire and the Isle of Wight police forces did this for their victims of crime. Their citizen-centric digital approach has led to a 20% drop in calls to 101, saving them 16 FTEs. And victims of crime feel more looked after.

Giving all staff, and patients themselves, a holistic view of their whole interaction with the health service can make the goal of self-service real. 80% of respondents to the recent DHI survey said text massages were their main digital channel. Many businesses have now gone fully omni-channel and fully two way: text, app, letter, call-centre, website or chatbot. AI-driven to reduce cost to serve and maximise engagement. Thereby minimising wasted journeys, wasted appointments, wasted staff time. Dr Simon Eccles, now at Salesforce, previously the national CCIO, discusses industry and public sector best practice and approaches to de-risk implementation in challenging times.

The webinar covers:

• What a truly citizen-centred approach looks like
• What a platform gives you by way of metadata and insights

How to start with one thing and expand:

• Vaccines
• Outpatients – Attendance likelihood, Confirmation and rebooking, ensuring diagnostics, coordinating transport etc

Increased efficiency for processes – both physical assets and for staff; and much higher patient satisfaction.

Speaker: Simon Eccles, VP and Chief Health Officer, Salesforce