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Idea Description
Supplementary Information
Innovation 'Elevator Pitch':
BrowseAloud is our online accessibility tool which makes website content practically accessible for people with a variety of Neurodiverse conditions such as dyslexia, low literacy, English as a second language and visual/cognitive impairments.
Overview of Innovation:
BrowseAloud is a simple piece of Javascript code that is placed within the CMS of a URL. Once we activate that URL in our system, the BrowseAloud toolbar will appear and be usable within an hour or two. The end user can easily adjust the settings of the toolbar features for their own requirements, such as reading speed, screen mask colour etc. It works on most CMS systems such as Wordpress and is also available in a condensed version for mobile phone usage, which provides Text to speech and Translation support. The actual customer of BrowseAloud will be given access to the BrowseAloud customer portal in which they can determine various things such as where BrowseAloud sits on their site and how it appears to the end user, as well as a number of other things.
It contains a range of features. There are two options for Text-to-speech, “hover to speak” mode means that the software will read the sentence of paragraph that the mouse cursor is hovering over, whereas “Speak the current selection” will read a selected or highlighted section of text. The text is also Highlighted in Yellow and blue contrast, to aid people with dyslexia and also with tracking issues. You can translate the webpage content into over 100 different languages, 40 of these languages have an accompanying voice and therefore the content can actually be read aloud in those languages as well, providing really strong support for people with English as a second language. MP3 Maker easily converts the written text into Audio format so the user can listen to the information at a later date instead of having to spend the time reading it. The Digital Screen mask feature helps with visual impairments, low vision and visual stress, you can even enter a RGB code for a specific colour tint that works for you. The Screen mask feature is very customisable, really benefiting the end user as best as possible. Text Magnifier enlarges the Text across the top of the screen in a sort of Karaoke style banner that also allows reads the text out loud and highlights it in the yellow and blue contrast, great for the elderly population and those with low vision. Simplify provides a means of helping those that struggle with cognitive load issues. Enabling them to make text heavy or image heavy web pages much cleaner. With Simplify, the user can strip back any images and get a concise summary of what that webpage is trying to get across, without changing or creating any new information itself.
Stage of Development:
Market ready and adopted - Fully proven, commercially deployable, market ready and already adopted in some areas (in a different region or sector)
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Innovation 'Elevator Pitch':
Read&Write is our Productivity and Literacy support software for all. The range of features available in the Read&Write toolbar means that everyone in each organisation can benefit from using to enhance their  workplace experience.
Overview of Innovation:
Read&Write can assist all neurodiverse staff with dyslexia, vision impairments, English as a Second Language (ESL), cognitive deficits or low literacy skills to read and understand pieces of text including training manuals, lengthy reports and emails. It can convert text to speech and also allows the user to scan documents which can be read aloud. All documentation can be made into MP3 files creating alternative formats. It has an enhanced spell checker, picture dictionary, word prediction and the ability to identify homophone errors such as their/there. Read&Write also has a research tool which allows the user to collect information from various sites/sources and create a report with full Harvard bibliography.
Stage of Development:
Market ready and adopted - Fully proven, commercially deployable, market ready and already adopted in some areas (in a different region or sector)
WMAHSN priorities and themes addressed: 
Mental Health: recovery, crisis and prevention / Wellness and prevention of illness / Education, training and future workforce / Wealth creation / Digital health / Innovation and adoption / Person centred care
Benefit to NHS:
Key benefits of having Read&Write:
  1. Greater understanding of company policies and procedures
  2. Enhanced career and professional development
  3. Improved workplace communication and integration
  4. Increased staff retention and confidence to recruit from a wider pool
  5. Helps staff to meet their full potential
  6. Reduces stress and absenteeism
  7. Raises the status of the organisation as supporting Best Practice
  8. Reduces time/costs involved in reasonable adjustments
  9. Ability to create alternative formats to help meet the Accessible Information Standard (AIS)
  10. Helps Trusts achieve the aim of a paperless NHS

Read&Write is compatible with numerous existing IT systems and allows for cross-platform support (microsoft, google chrome, mac and ipad)
It is also totally user friendly and really customisable - we designed the software with help and advice from the British dyslexia association and the British assistive technology association. Every user can adjust the toolbar settings to meet their own individual needs and requirements.
Initial Review Rating
4.20 (1 ratings)
Benefit to WM population:
Read&Write can help support all NHS staff within the West Midlands and improve staff retention in this sector - ultimately creating a happier healthcare workforce and therefore resulting in better patient outcomes.
Read&Write can help the following groups and positively affect the statistics around these.
10% of the population has dyslexia
Average Reading age in the UK is 11 years old
20% of the population have low literacy
30% of doctors and 40% of Nursing staff speak English as a second language.
Current and planned activity: 
 
Currently engage with the NHS through events, webinars and campaigns, but also by reaching out to the E&D/HR departments within each organisation in order to arrange a meeting for a demo and a presentation with the wider board of decision makers.
Immediate plans are to host a Health literacy webinar in October, to attend the Excellence in Healthcare event in November and to focus on contacting the GDE’s and the Fast Followers.
What is the intellectual property status of your innovation?:
Any and all IP is wholly owned by Texthelp
Return on Investment (£ Value): 
high
Return on Investment (Timescale): 
2 years
Ease of scalability: 
3
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Innovation 'Elevator Pitch':
Patients instantly receive digital letters straight to their smartphone and can confirm/cancel/rebook with 1 click. NHS Trusts are reporting 51% postal cost savings and automation frees staff of repetitive tasks. Translation options in 99 languages.
Overview of Innovation:
Patients can access their digital appointment letter anytime, anywhere and with no paper, print or postal costs, NHS Trusts are reporting cost savings of over 50%!

The solution is inclusive to all demographics, so if the digital letter is not accessed within 24 hours, a postal letter is automatically sent. Staff love it too; their time is no longer wasted on inserting envelopes and coordinating post and can focus on patient care.

Access from: Smartphone, tablets and desktops

Digital letter features:
  • Provides all hospital appointment details including date, time and location
  • Patients can confirm, cancel or rebook with 1 click and responses are reported back to the Trust instantly, freeing up slots for waiting list patients
  • The appointment can be added directly into patient’s digital calendar as a further reminder prompt
  • Attach clinic specific instructions, essential reading and hospital information
  • Patients can add speech, reading and translation options in 99 languages to letter content
  • Delivery is instant: in some instances, patients receive postal letters with little notice until the scheduled appointment and are unable to arrange time off without significant disruption e.g. work, child minding
  • Can include a barcode/QR code to enable patients to self-check in for a smoother arrival process for staff and patients
  • Interactive home to hospital Google map with live travel info to reduce on the day delays
Trust benefits
  • Significant postal cost savings reported between 40-51% from the reduction of postage, paper and automation of manual admin tasks
  • Trackable communications: the Trust obtain a digital receipt that the patient has opened the letter
  • Multi language audio and text options reduce accessibility barriers and Trust translation costs
  • Links to online content can be included within the letter, rather than posting out e.g. newsletter, saving £100,000’s more in postal costs.
  • Fully automated: the intelligence recognises who to send a digital letter to and automatically follows up with a postal letter if not accessed within 24/48 hours
  • Missed appointments reduce with patients receiving appointment communications in time to arrange attending. 
Explainer video

In 2 minutes, Henry explains all the benefits of receiving a digital letter for his upcoming NHS appointment.
https://youtu.be/yHLEMTgeCHM

 
Stage of Development:
Market ready and adopted - Fully proven, commercially deployable, market ready and already adopted in some areas (in a different region or sector)
WMAHSN priorities and themes addressed: 
Digital health / Innovation and adoption / Person centred care
Benefit to NHS:
  • Significant postal cost savings reported between 40-51% from the reduction of postage, paper and automation of repetitive admin tasks
  • Assurance that patients are receiving appointment communications.  Digital letter delivery is instant and trackable. This also negates issues with lost letters or letters arriving too close to the appointment date, which is a big contributing factor to missed appointments.
  • Multi language audio and text options reduce accessibility barriers and Trust translation costs
  • Links to online content can be included within the letter, rather than posting out e.g. newsletter, saving £100,000’s more in postal costs.
  • Fully automated: the intelligence recognises who to send a digital letter to and automatically follows up with a postal letter if not accessed within 24/48 hours without staff invovlement
Initial Review Rating
3.40 (1 ratings)
Benefit to WM population:
  • Improved patient experience: patients receive hospital communications by their preference, those less confident with technology will still receive a postal letter 
  • Fully inclusive, with the ability to convert digital letter content in to 99 different languages and have it read out aloud!
  • More convienent: patients can convey appointment intentions with a click of a button and check details anytime and anywhere
  • A real time travel map is included within the letter to help avoid on the day travel delays and keep treatment on track
Current and planned activity: 
The platform will continue to evolve and the next stages include:
  • Past & future appointments – patients will have the ability to register enabling them to receive all letter communication in one area.
  • Automated patient appointment scheduling – patients will be able to choose an appointment time that is suitable for them.
  • Chat & iChat – the patient will be able initiate chat conversations with a booking centre agent, nurse or clinician. Through the implementation of AI there will also be the ability to automate some conversations.
  • Virtual Appointments – via the portal patients and trusts will be able to schedule virtual appointments decreasing more costly face to face interactions
Return on Investment (£ Value): 
Very high
Return on Investment (Timescale): 
0-6 mon
Ease of scalability: 
Simple
Regional Scalability:
Please describe how the innovation could be scaled across the WM region. Have you implemented at scale in any other regions?
Measures:
What outcomes are you hoping to achieve and what are the measures that you will use to gauge the success of the innovation and how will these assessments be made? Please ensure that you have quality, safety, cost and people measures.
Adoption target:
What are the targets for adoption across the WM and what are the minimum viability levels?
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Innovation 'Elevator Pitch':
Feedback Centre enables organisations to collect feedback from any stakeholder. This information is presented via a visual dashboard called Informatics, allowing health organisations to spot trends & issues and act on them or plan improvements.
Overview of Innovation:
Feedback Centre has been developed in collaboration with and for the NHS and Health & Social Care organisations.

Feedback Centre brings together public feedback, survey results and complaints, all of which can be shared directly with stakeholders/service providers. This allows data from multiple sources to be joined-up, stored in one place and shared organisation-wide. 

Feedback can be collected online, including by tablet, mobile, Facebook and via widget, as well as via SMS and kiosk. This offers a great choice for patient engagement and allows patient experience teams to gain information from a broad cross-section of society, as different social, economic and clinical groups often communicate via very different means. The system also allows offline and archived feedback collected from other sources to be imported into Feedback Centre.
                                                                                                           
Feedback Centre also includes a screen-reading and translation feature with the aim of preventing the exclusion of those with visual impairments or poor literacy skills from engaging with providers.
 
Health & Service providers are able to respond publically to feedback, shortening response times to public concerns and reducing the volume of incidents that escalate to formal complaints.
 
Our business intelligence dashboard, Informatics, presents the fastest way possible for Health organisations/Trusts to access data, understand trends and create reports. It will also provide clients with the ability to utilise their own taxonomy, categorising the data in any format required. This allows for benchmarking of providers, services and departments, as well as identifying areas for potential improvement.

Utilising sentiment analysis, Feedback Centre will determine the emotional tone behind a series of words. This can be used to gain an understanding of the attitudes, opinions and emotions expressed within a review or complaint. Thus they can be weighted for seriousness and therefore flag providers to take note and take instant action
 
To ensure confidentiality the system is hosted by EKKO securely to NHS Trust information governance standards with monthly updates provided to the platform. 
 
To see Feedback Centre in action, take a look at the following video featuring Healthwatch and NHS England: http://www.EKKOmedia.com/healthwatch-video/
 
Benefits:
  • Branded system for any organisation
  • All information available in one place
  • Secure, ISO27001 Hosted Surveys and GDPR ready
  • Less risk, all information is shared directly with client only
Stage of Development:
Market ready and adopted - Fully proven, commercially deployable, market ready and already adopted in some areas (in a different region or sector)
WMAHSN priorities and themes addressed: 
Wealth creation / Clinical trials and evidence / Digital health / Innovation and adoption / Patient and medicines safety / Person centred care
Benefit to NHS:
A single database for ALL experience data: The key benefit to the NHS is the storage of all user & staff experience data into a single database, which can be, used organisation-wide by an unlimited number of users with different levels of access. Hence this aggregation of data provides:

A facility removes the risk of inefficiencies due to having multiple, unconnected silos of disparate information, training is provided every step of the way by EKKO.
  • Peace of mind for GDPR compliance and ISO27001 hosting, utilising world leading hosting architecture Amazon Web Services.
  • An ability to create a snapshot or larger historic overviews of analysed data on single aspects or wider views of experiential data and trust feedback    
  • Services and providers to be benchmarked, allowing the identification of top performers or highlighting underperforming providers or departments. Alternatively it can show issues where quality or care does not match KPI’s, indicating a need for investigation or a comparison to be made. 
     
  • Creation of specific taxonomies; Trusts can categorise their data to ensure that the words and meanings meet that of their patients within in different clinical, social and ethical groups, so as to remove barriers whilst ensuring data integrity and meaning is maintained when analysed and reported on.
     
  • Through the multi-channel approach it allows Inclusivity and increased response rates while maintain data cohesion. Feedback Centre can be used to engage with a broader cross-section of society, resulting in higher response rates for surveys. e.g. young people and those within the working population are often unable to attend Patient Participation Group (PPG) meetings, meaning they are often under or not represented in survey results. Allowing those groups to complete a survey via a smartphone or Facebook application which increases the likelihood of gaining a more representative sample within the Feedback Centre database.
     
  • Cost savings on external surveys suppliers - The system can be used to administer the Friends and Family Test, as well as any other mandatory or ad-hoc NHS surveys, including staff surveys. Using the system for surveys removes the need for external partners to conduct surveys, hence a significant saving. (The system has no limit on users or the creation of custom surveys, thus no additional costs per survey). Whilst also ensuring all survey data is held by the Trust and in one place for future reference and analysis.

Initial Review Rating
4.80 (2 ratings)
Benefit to WM population:
How do the public see their responses or outcomes/results of feedback they give?



Give YOUR Patients & the Public a voice for feedback and complaints
We provide the WM population with a place to share feedback safely about services that they use. All health and care providers can feature on the system. Feedback is displayed publicly after moderation, allowing anyone to compare and benchmark providers based on real experiences.
 
The system is multi-channel, inclusive and easy to use
A significant proportion of the NHS’s engagement is done via Patient Participation Groups (PPGs). PPGs are not always representative re: age, race & gender, as well as numerous other demographic factors. This is due to people being unable to attend PPG meetings due to being at work, school or condition they are being treated for. By offering a multi-channel solution, members of the public are able to leave feedback online, increasing the likelihood of gaining direct feedback and insights from those groups. A text-reader service can be added to the site to enable those with visual impairments and speakers of other languages to give feedback.
 
Our technology can be used to broaden ways users engage in feedback. Thus we wish to work with health providers to explore & develop such processes & systems.
 
Provider responses
Service providers are able to respond to reviews publically or privately, addressing concerns before they escalate into serious issues or formal complaints. This demonstrates to the public that they are being listened to, inspiring confidence in services & can be used to intervene in more serious alerts & complaints.

Branded, secure portal
The system is branded to health clients’ guidelines to ensure uses have confidence with whom they are engaging with and responding too. Security and hosting is to NHS Trust IG standards with Amazon Web Services. All data is hosted in the UK and load-balanced, ensuring availability of systems at all times.
 
Using a secure, online portal offers a greater level of security than collecting data offline/paper, as well as providing significant cost savings. Currently, most patient experience data is collected and stored offline in a multiple, which has implications in terms of the GDPR regulations that come into effect in May 2018.
 
Monitoring & reporting on changes
Centralisation of cohesive data provides the ability to compare and contrast between service, timeframes and as a way of gauging and monitoring any changes that are made.
 
Current and planned activity: 
Current
We work with NHS trusts, CCGs, Healthwatch network & local. System is showcased at UK events with major update due -Feedback Centre 2.0. Long term aims are to roll-out across NHS, Care & Housing sectors

Regional Scalability
Explore West Mids roll out as it has not yet been scaled across an entire NHS region previously. NHS E & SWAHSN funded regional roll-out across 7 Healthwatch network organisations
 
Individual CCG, Trusts, STP, Healthwatch & GP federations uses are possible. Regional or large scale adoption could provide individual as well as wider insights to services & their performance & satisfaction levels.
 
Wish to hear from
Organisations wanting Feedback Centre demo: - GP, CCG, Trust or other health/social care provider
 
Evaluation & Validation of system benefits, monitoring delivery, ensuring + patient experience
 
Product Development – expand ways patients can engage & provide feedback
 
What is the intellectual property status of your innovation?:
Feedback Centre is copyright protected, having been created by EKKO. Data held within the system is the IP of the client, with EKKO performing the role of data processor.

Regulatory Approvals:
EKKO hold the following approvals: 

Cyber Essentials: EKKO have completed Cyber Essentials, a Government-backed, industry-supported scheme to help organisations protect themselves against the most common threats found on the internet.

GDPR Foundation Certification – EKKO have completed this certification with the aim of helping our clients prepare for the new regulation requirements.

Data Protection Public Register: ZA310893
 
IG Toolkit – EKKO are currently working towards the IG Toolkit and aim to have this completed by April 2018. 
 
Return on Investment (£ Value): 
high
Return on Investment (Timescale): 
6-12 mon
Ease of scalability: 
2
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