Health Navigator
Unlocking growth and employee potential to improve lives and reduce the burden on the NHS
IN SUMMARY
Big outcome: SK used Socialnomics to take Health Navigator (now HN) and its people through a five-stage market and organisational review. From deep understanding to unlock market and internal potential to co-creating a powerful new future vision.
The result: Growth, new product portfolio, values-driven culture and access to new opportunities which would grow HN potential to empower and enable patients, improving quality of life and supporting the NHS in preventing avoidable and urgent care. Reducing unplanned care by 30-50%.
THE AMBITION
We worked with Health Navigator to help understand the complexity of the NHS market and identify the opportunity in the health and care space. Enabling them to unlock greater potential for their work and fulfil significant patient and system needs.
Unlocking wider potential meant unlocking the potential and insights of front line staff and managers, alongside patients and NHS staff and leaders.
Specifically, we helped Health Navigator to:
Unlock the next wave of growth and wider market potential
Become an organisation that values employee experience, unlocking the potential within its talented people and build a thriving, positive and human workplace
Identify their value proposition and positioning
Retain their independence while echoing and feeling part of the NHS and its values – which they very much shared
Improve lives while reducing costs
Develop a plan for thought leadership, positioning and evidence building
Co-create the “Health Navigator Way for Staff” including skills development and coaching.
HN’s AI algorithms ensure at risk of unplanned care patients are identified. Clinical coaches conduct a holistic assessment of each patient to provide a tailored healthcare plan, which includes helping them to better understand their condition; to engage in their selfcare and encourage positive lifestyle choices.
Watch how a clinical health coach worked with Bridgit to better understand her COPD and create and emergency healthcare plan to manage her condition.
WHAT WAS SPECIAL
This was the first time that HN had taken the opportunity to bring together the views and contribution of senior leadership, nurses, clients and patients to understand how they can best deliver vital services. The collective insight helped to transform the organisation and grow its existing market, with enhanced internal collaboration.
The collective wisdom of the market and staff and went beyond expectations not only to identify potential for growth, but how HN could expand its product portfolio and market.
HN RESULTS
HN results Results from a 3,000-patient Randomised Control Trial run alongside the Nuffield Trust have shown:
Increased patient-reported general health (+16%)
34% reduction in A&E attendances and use of non-elective hospital bed days
A decrease in non-elective admissions (-23.7%)
33% increase in patient activation (PAM 13) scores, measuring the spectrum of knowledge, skills and confidence in patients and capturing the extent to which people feel engaged and confident in taking care of their condition
49% reduction in mortality rate.
CONTEXT
Founded by physicians and researchers in Sweden, Health Navigator supports and empowers patients to manage their health and well-being and avoid hospital admissions, improving the lives of thousands of patients and critically helping to reduce the burden on healthcare systems by preventing avoidable urgent and emergency care, by up to 30-40%.
In recent months, HN’s AI-guided health coaching has been helping the NHS respond to Covid-19.
HN’s services provide a potential lifeline to patients and overstretched health services. Whether it’s supporting people living alone and feeling isolated or confronting a new condition and lacking confidence. Nurse-led proactive health coaching services provide support to patients and often carers to stabilise their condition, feel more confident in managing their health, well-being and ability to navigate often complex health systems.
Increasing demand for urgent and emergency care is one of the most pressing problems for the NHS. NHS England’s figures suggest that 24% of admissions and 40% of A&E attendances are preventable, costing the NHS up to £6 billion a year.
METHODOLOGIES & TOOLS
We applied SK’s unique, rigorous and human-centred ‘Socialnomics’ approach to work alongside HN, the nurses/clinicians at the heart of the organisation and those they support.
Qualitative research, depth interviews, ethnography, journey mapping and focus groups were used in the insight phase. We travelled to multiple locations around the country to listen, explore and see staff and services in action. Getting under the skin of the people, places and potential of the organisation, gaining a deep understanding of the asks, issues, and needs.
Immersion was used to share insight, analysis and reflections with HN staff and leadership, together with co-creation, and co-design for user experience. We worked together to co-create ideas and prototypes for future services, changes and new, innovative and collaborative ways of working.
Ideas were tested and refined with NHS leaders, staff and patients to ensure they were wanted, needed and doable. The results were brought together in the second stage of co-production with staff and leadership which resulted in an ambitious delivery plan that started the very next day.
“The Social Kinetic worked with the leadership team, our clients, our staff, and a very broad array of national leaders in our sector. The team generated invaluable insight, helping us understand where we are, where NHS Urgent and Emergency care is going and how our future should reflect its needs and opportunities. We were very impressed with the extent of NHS understanding SK brought to the table, their design thinking expertise, human qualities and ability to distil important strategic insight and potential from what is undoubtedly a very complex landscape. An invaluable piece of work which left us with a clear way forward.”
- Lawrence Petalidis, Chief Business and Innovation Officer
HN’s CEO, Joachim Werr said:
“We are now transitioning from a research and evidence generation phase to an expansion and growth phase, partnering with a growing number of the NHS. After in-depth research with our clients, market analysis and talking with stakeholders, we felt that rebranding will enable us to expand upon our products and services to fulfil the requirements of a changing NHS. Since our UK launch in 2015, we have developed into an award-winning partner to the NHS, and from March this year, have been supported by the NHS Innovation Accelerator to scale nationally.”
Quote source www.hn-company.co.uk