In partnership with NHS partners in Nottinghamshire

Insight and public engagement for digital first

Summary

Given need for a continuous cycle of engagement and improvement, NHS partners were ready to refresh their strategy.

Problem

To gather meaningful insights that reflect the whole population in Nottinghamshire about the way they access health services digitally.

These wider population insights will feed into strategy decisions, but more importantly help inform shorter term detailed planning.

Driven by 5 year view, there has been increasing emphasis around public facing digital services. There had already been extensive engagement initiatives to inform strategy and service design. This was wide ranging, taking place in many environments from hospital corridors, colleges and local events.

Themes from the engagement informed the existing digital services programme. Given need for a continuous cycle of engagement and improvement, NHS partners in Nottingham and Nottinghamshire were ready to refresh their strategy - very relevant given the change in the landscape, with Covid and rapid shift to digital - our brief to gather meaningful insights that reflect the whole population in Nottinghamshire about the way they access health services digitally. These wider population insights will feed into the strategy, but more importantly help inform shorter term detailed planning.

Solution

Our approach involved the design and delivery of representative behavioural insights surveys, user experience sessions and deep dive qualitative interviews to seek the opinions of a very broad base of consultees about digital health services.

Within three months the project surveyed over 500 people across Nottinghamshire, engaged with 50 community organisations and interviewed 30 people on the topic of digital access to healthcare services.

The project informed future action around strategy design, tailored communications and resources and user experience considerations for NHS healthcare apps.