Digitally Enabled Care - Market research into demand, behaviours and motivations for digitally enabled care

North West London (NWL) Collaboration of Clinical Commission Groups (CCGs) and the Healthy London Partnership are jointly seeking a supplier to inform an evidence base that will support delivery and uptake of existing and new digital services. This is to understand citizen's needs, motivations and behaviours with regards to digital tools and services.

To support delivery of a number of digital strategies we require new evidence on: • the factors that drive and sustain digital utilisation for targeted populations; • the features that enable people to become and stay connected with the NHS and their benefits; • understand key diversity needs specific to London to deliver digital inclusion agenda (e.g. those with visibility and hearing difficulties); • how to improve citizen experience and outcomes, and efficiencies for the NHS.

The supplier will properly test:

The functions - what online services and transactions that people most value, for example this might include:

• Accessing your medical record (held by your GP) • Accessing your care plan • Conducting transactions such as booking appointments, ordering repeat prescriptions • Receiving alerts and notifications - (i.e. test results) • Contributing to care plans - (i.e. uploading own measurements from apps and wearables) • Managing a personal health budget • Having a telephone, e-consultation (skype) or webchat instead of going to a GP surgery or an Outpatient appointment • Accessing self-help service (i.e. symptom checkers) and peer support (i.e. online forums)

The features - how do people want to be able to do this? Areas to explore might include:

• In registering for online services, what levels of security, identity verification process would people expect to undertake in order to get access to online services? • How do people want to log into online services - through an official NHS website or through other routes? • What features will increase digital inclusion for people with disabilities and those for whom English is not a first language? • Features that would support people who are not digitally literate?

Proposals should be submitted in writing to Charlotte Owen, HLP's Personalisation & Self-Care Project Officer, by emailing completed proposals to [email protected] by 12noon on Wednesday 22 February. Interested suppliers have the opportunity to book a 30min telecon with the project team on 17, 20 and 21 February. Please contact Charlotte to book your appointment.

Please see attached briefing document for further details.

Additional information: Using a segmented population approach, as highlighted in appendix B (in attached document), to produce a clear understanding of:

i. How to get citizens digitally connected and activated

• What do people see as the main advantages/benefits of transactions (e.g. convenience) and what types of transactions would they value most? • When are people more likely to be engaged in online services? • What particular functions or features would make different population groups more likely to access digital tools and services (i.e. webchat) and what would be deemed appropriate for specific formats? • What would engender trust in the process of accessing digital tools? • What would make people not use digital services - (i.e. complicated process, poor navigation, lack of trust in the process, fear of data security breaches, having multiple log-ins and having to remember multiple passwords) • The impact of service availability on people's motivations and behaviours (i.e. limited service availability when booking appointment slots) • An understanding of what factors result in digital solutions NOT being accepted • What are people's tolerance thresholds (e.g. what levels of security are the prepared to go through before they get bored/frustrated and don't bother to complete the process?)

ii. How to drive digital inclusion • What functionality and features would enable socially excluded groups to become more digitally enabled (e.g. learning disabilities, sensory disabilities, people for whom English is not a first language, people who are not digitally literate). There is a requirement to work with lay partners to look at groups with low levels of digital literacy.

Please apply directly to the buyer using the contact details provided.

Please see the attached document for key deliverables and timelines.