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DH Summary
WHY?
The Department of Health (DH) and Planetary Tribe (PT) shared the
recognition that a substantial national consultation was required
in order to make informed, effective, user led and relevant decisions.
This knowledge foundation could then be used as a platform to guide
meaningful and ongoing dialogue. It was our shared understanding
that solutions will only come from identifying the core issues and
this will only come from listening to and engaging with the ground
level staff themselves.
More specifically the DH wanted to optimise the potential of their
website, future use of technology and build trusting sustainable
relationships with their stakeholders. Planetary Tribe have extensive
experience with research, consultancy, new technology and cultural
change so were able to develop a design that could co-ordinate across
diverse groups and set foundations for credible future relationships.
Planetary Tribe's role
Broadly our role was to represent the users both in
terms of perspective, thinking, needs and interests. Our approach
was to build a bridge of understanding that would facilitate more
informed decisions, better communications and improved relationships.
Who did we talk with?
Working closely with the DH communications team we identified priority
groups for the first stage of the research. PT conducted qualitative,
quantitative, online and usability testing with 6 main groups including
doctors, nurses, allied health professionals, academics, social
care professionals and patients/voluntary care workers along with
key personnel in NHS management and other health areas. The BIG
conversation was used as an independent research space and offered
the opportunity for much wider feedback. In total we spent over
40 solid hours in dialogue with different groups all around the
country and several thousand people registered with the BIG conversation.
What did we talk about?
We explored perceptions of new technology, expectations and needs
relating to information and communication from the DH, the image
and identity of the DH, current and ideal relationship with the
DH, assessment of the current website and evaluation of ideas for
future investment.
What did we find? (this is very broad summary of a 100+
page report)
Relationships
There was a widespread agreement in the need to develop relationships
with the DH that are respectful and trustworthy. We identified a
strong desire to work collaboratively, receive more support, have
your voice heard on key issues and develop solutions felt to move
the health profession and services forward.
Potential of New Technology
The findings clearly indicated the potential of new technology to
provide the opportunities for health decision makers to become much
more open, responsive and interactive with large numbers of their
stakeholders. Of particular interest was the development of feedback
loops and representative consultation panels.
Essentials for Website
Key issues we tackled included organisation of content, design,
clarity of content (e.g. summaries, signposting, downloading), feature
evaluation (e.g. search engines, latest news) and personalised needs
of specific sub-groups. We also evaluated potential value of new
features such as email alerts and personalisation.
For more details of the findings see Background,
Analysis and results, Website
Assessment Survey or Contact us if
you would like to further details.
Future Ideals
Both health professionals and patients would value clear opportunities
to interconnect with each other (support, information sharing, dialogue
etc.) and with key decision makers. It will be important that all
parties clearly move forward with a common purpose and constructive
honest dialogue. This will require closer relationships, collaborative
work and most significantly a shift towards localised services and
control.
(if you have any ideas on what this common purpose might be please
visit our current health conversation )
Taking into account most staff in the health service feel significant
time pressures and information overload, future technology services
will need to be very user-friendly and well co-ordinated with each
other. The information needs to be intuitively organised and easy
for users to assess its relevance. There was strong support for
an email alert system (well co-ordinated with other email alert
systems) and moves toward personalising the site more towards specific
professional needs.
Short Term Response
Working closely with the DH a range of short and long term solutions
were developed. These include a more efficient search engine, shortcut
links, a redesigned homepage, new pages for About the Dept, Publications
and Chief Medical Officer. They are also redesigning the Purchasing
pages, Research and Development, Statistics and What's New. An Email
This Page facility is being developed as are long-term plans for
email alerting. The DH are placing more emphasis on editorial of
the site including the introduction of clearer signposting and greater
clarity and consistency throughout. A tracking survey has been developed
so that the website can be evaluated on criteria important to you-
the users. Recent assessment measures indicate that due to these
changes users are becoming more positive about the site.
What Now?
The DH are using your feedback to inform their future strategy and
investment- for example a new content management system and email
alert facility. PT continue to support conversations and consultations
aimed at building relationships and more informed decision-making.
Top
DH Archive
DH Background
DH Analysis and results
DH Website Assessment Survey
Contact us
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