Marketing Digital Capability
Digital tools can improve people’s lives and release savings for health and social care organisations, but they are still not widely used. We are looking for an integrated, multi-channel marketing approach that promotes better awareness and uptake of digital innovations among all of our stakeholders.

Ideas (Publish, Detailed Submission)

Innovation 'Elevator Pitch':
LHM support Health and Care organisations improve their services via Feedback Centre, which offers powerful, secure and real-time engagement and insight to provide transparency, better service and reduce costs.  
Overview of Innovation:
LHM have designed a system with Health and Care organisations and the public to help them achieve more engagement, reduce risk, improve security and lower the costs involved in engagement.  

Our digital strategy brings together an organisations entire data and reporting requirement connected to patient and service user feedback, mandatory surveys and fulfil the reporting requirement utilising LHM's ‘Feedback Centre’ platform. 

The system has helped organisations of all sizes nationally to listen to the public, to staff and all stakeholders offering fully integrated and flexible reporting through our business intelligence dashboard 'Informatics'. 

Feedback can be imported and collected through desktop, tablet, mobile, Facebook, widget and Kiosk - offering a great choice for patient experience and comms teams who need information to be colelcted from different users including supporting offline engagement.

The system is hosted by LHM securely to all required standards and functionality updates are provided monthly free of charge to all clients.  

Feedback Centre has helped over 70 organsiations with digital transformation, successfully engage with consumers of health and care and report in to the right departments, teams and services with the data they need to know and be alerted to. With the new GDPR updates coming May 2018, we feel Feedback Centre will give peace of mind for holding data, patient consent and supporting subject access. 

To see the Feedback Centre in action, watch the following video featuring Healthwatch and NHS England: http://www.lhmmedia.com/healthwatch-video/



 
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 / Digital health / Innovation and adoption
Benefit to NHS:
NHS Patient experience teams are small, and many organisations are merging. The platform will support a safe, quick and easy to manage Feedback collection, lower the risk of comments appearing on social media by offering a quick solution and provide a proven way to enhance volume of feedback online, providing a far more cost-effective way to engage the public. 

LHM's training of the system supports digital users of all levels, and we have enabled the system to offer complete flexibility for the way people wish to collect, manage, moderate and share feedback with stakeholders. 

We strongly believe that the organisations Patient Experience feedback should be fed to it directly by the public, and not shared on national Patient Experience sites or Care sites first which poses risk. This ensures the organisation has the full facts, can deal with the feedback more effectively and as quickly as they can. 

With the new rules on GDPR, the way the public is requested to provide feedback and consent to it, will need to change. Digital provides a safe and much easier way to conform to the new standard and avoid massive fines or data breaches. 
 
Initial Review Rating
3.40 (1 ratings)
Benefit to WM population:
The WM population require more transparency from the NHS with regards to services and have a swift, simple way of providing feedback in a way that they would via Amazon, Ebay or TrustPilot. People suffer from survey fatigue, and require simpler ways to communicate with organisations, and sometimes anonymously.  

We find that nearly all NHS organisations have no way of receiving feedback via their website, meaning that letters, phone, email and other ways of receiving feedback is made more difficult for patients who wish to share their story or provide a simple survey repsonse in their own time. Making this process more simple will enable people to come back, share feedback easier and enjoy seeing some of the shared comments that the public have added, which is moderated first by the provider.   
Current and planned activity: 
LHM is currently working with NHS Trusts, Healthwatch, CCGs and Local Authorities to support engagement, research and intelligence strategies. We are currently showcasing the system at events around the country, and about to launch our major update Feedback Centre 2.0 offering new, innovative functionaltiy to our client base. 
What is the intellectual property status of your innovation?:
The IP is related to the design of the software usage. A license fee is charged on an annual basis from year 2 following the set-up cost. LHM is a data processor, and our client is always the data controller. 
Return on Investment (£ Value): 
medium
Return on Investment (Timescale): 
0-6 mon
Ease of scalability: 
Simple
Regulatory Approvals:
LHM hold the following approvals: 

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 - Preparing our clients for their readiness for the new data protection requirements

Approved G-Cloud digital MarketPlace supplier 2017 - Our Feedback Centre (CXM platform) can now easily be procured from the 22nd May 2017 and provides digital engagement and real-time business intelligence systems nationally designed for the NHS, Health and Social Care and Housing.

IG Toolkit - In progress
Read more
Hide details
Ian Hughes 18/07/2017 - 14:35 Publish Login or Register to post comments
0
0
Votes
-99999
Innovation 'Elevator Pitch':
A co-ordinated communications programme using traditional, digital and social media, to promote understanding by professionals and service users of the benefits of joined-up, tech-enabled health and social care
Overview of Innovation:
The Connected Care Programme has been conceived by Boilerhouse to promote and support individuals and organisations working to develop and deliver integrated, digitally enabled health and social care to local communities across UK.
 
A current initiative is the Care Apps Programme, which is a collaboration with ADASS nationally, supported locally by ADASS West Midlands/Improvement and Efficiency West Midlands (IEWM) The programme provides an online showcase for Care Apps hosted on the Boilerhouse website exchange.publicservicedigital.com.
 
Apps and innovations uploaded to the eXchange include those:
  • supporting personal independence
  • supporting wellbeing
  • commissioned by professional and institutional users to support their work
 
A selection of apps uploaded will be chosen to feature at a live event on March 7 in Birmingham designed to attract a large audience of health and social care professionals and care provider organisations.
 
Case studies, video interviews and other content about apps and digital innovations will also feature in Boilerhouse online publications including publicservicedigital.com, healthcareinnovationmonitor.com and theinformationdaily.com
 
These publications have an established following but content readership is also promoted by direct marketing, social media promotion and featured organisations own promotional activity.
 
We are working with IEWM on a programme of activity to support health and social care integration as well as improvement in the provision of online information and advice to social care users. We have created website visualisations, events, research and other activity as part of this work, which is reaching health & care professionals across the West Midlands.
 
We have created community platforms, online tools, and research into online information provision for ADASS regional organisations in the West Midlands, East Midlands, East of England, and Yorkshire & Humber. Connections through these networks are an important asset to the Connected Care Programme.
 
Our ability to further continue innovating and delivering via the Connected Care Programme is based on the track record of our:
 
- health and social care-related communications consultancy
- research design, delivery and publishing credentials
- web development and data visualisation/innovations
- experienced suppliers to local government and NHS organisations
- in-house online publications with established following
- engaging video output
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 / Long term conditions: a whole system, person-centred approach / Wellness and prevention of illness / Education, training and future workforce / Wealth creation / Digital health / Innovation and adoption / Person centred care
Benefit to NHS:
Increased awareness and takup among staff and patients of digital products and services that can play a role in prevention, enabling independence, managing long term conditions, and other outcomes that will reduce/manage demand on NHS services and facilities.
Initial Review Rating
5.00 (2 ratings)
Benefit to WM population:
Improived quality of life for users of digital tools and services; reduced cost for health and care services; wealth creation for developers of digital tools
Current and planned activity: 
The main activity at present is the Care Apps Showcase, a programme being run in collaboration with ADASS. In connection with this we are engaging with NHS England, NHS.UK, NHS Digital, mhabitat and other relevant NHS initiatives as well as national and local bodies involved in social care and tech-enabled care. We are also using existing contacts with local an national bodies eg Digital Catapult, Innovation Birmingham, Local CIO Council, LGA etc.
What is the intellectual property status of your innovation?:
Boilerhouse Media owns the copyright in its publishing brands and in the content of these publications
Return on Investment (£ Value): 
medium
Return on Investment (Timescale): 
0-6 mon
Ease of scalability: 
Simple
Read more
Hide details
Vicky Sargent 21/11/2016 - 09:46 Publish Login or Register to post comments
4.8
4
Votes
-99999

Recent Activities

Feedback Centre has been moved from Initial Submission to Publish 12 weeks 1 day ago
Ian Hughes voted on Connected Care Programme 13 weeks 5 hours ago
Tony Davis voted on Connected Care Programme 43 weeks 10 hours ago
Lucy Chatwin voted on Connected Care Programme 43 weeks 1 day ago
Ruth Chambers voted on Connected Care Programme 44 weeks 5 hours ago

Active Campaigns