Center Type Area End Content Area NHSX Facebook Portal Pilot 29TH MAY 2020 Copyright © 2020 Accenture. All rights reserved. 1 Center Type Area End Content Area AGENDA 01 EXECUTIVE SUMMARY 02 BACKGROUND 03 PILOT DELIVERY 04 USER INSIGHTS 05 OPERATIONAL LEARNINGS 06 COMPETITOR ANALYSIS 07 RECOMMENDATION 08 APPENDIX CopyrightCopyright © 2020 © 2020 Accenture. Accenture. All rightsAll rights reserved reserved.. 2 Center Type Area End Content Area Executive Summary Copyright © 2020 Accenture. All rights reserved. 3 Center Type Area End Content Area PILOT CONTEXT As part of the COVID-19 response, Facebook donated 2,050 Portal video communication devices to support the NHS. NHSX and Facebook, with support from Accenture, have piloted the Portals across various care settings and regions within England between 23/03 and 29/05. Portal features X3 Use Cases Tested 1. Connecting Patients with family and/or friends (97% of Portals) Connect via WIFI Multiple screen sizes + + + Patient Care Setting Portal Family Home 2. Connecting patients/residents with necessary clinical support (2% of Portals) Touchscreen Multiple users per device + + + Patient Care Setting Portal GP GP Practice Smart Camera & smart sound 3. Enabling clinical care providers to deliver remote consultations (1% of Portals) + + + Other daily uses GP GP Practice Portal Patient Care Setting Copyright © 2020 Accenture. All rights reserved. 4 Center Type Area End Content Area PORTALS “I’m really grateful, it “They (care home EFFECTIVELY really matters, in a big resident) are a lot way. Being told at a happier and they are a CONNECT PATIENTS time like this that you lot more reassured can’t speak with that they (relatives) are WITH THEIR FAMILY someone at the end of at the other end of the their life, it’s awful.”, portal.”, AND FRIENDS Family Member Care Home Staff “The sound is so much better, and the screen is bigger so they can focus more. So instead of a minute call like it used to be on the phones, some calls now go on for 20 minutes.”, Care Home Staff Copyright © 2020 Accenture. All rights reserved. 5 Center Type Area End Content Area KEY TAKEAWAYS AUDIO & VIDEO QUALITY ENABLE COMBINATION OF DEVICES PRICE HIGHLIGHTS UNIQUE USER EXPERIENCE SENSITIVE & EFFECTIVE The audio and video quality of the The Portals are priced competitively. Portals differentiate them as a means Using them in combination with a to connect patients/residents in tablet device could be an effective isolation with their family and friends. and price sensitive solution to support all use cases. Copyright © 2020 Accenture. All rights reserved. 6 Center Type Area End Content Area KEY TAKEAWAYS FUNCTIONALITY GAPS FOR DEPLOYMENT PROCESS MUST BE CHALLENGES REMOTE CLINICAL CARE DELIVERY CHANGED TO SCALE SMOOTHLY Challenges around portability and If the Portals are to be rolled out at a limits in supporting other applications wider scale solutions must be put in and web browsers make the Portals place to develop a deployment an unlikely solution as a means to process ready for enterprise scale. deliver remote clinical care. Copyright © 2020 Accenture. All rights reserved. 7 Center Type Area End Content Area FUTURE RESEARCH REQUIRED ESTABLISH EXACT BUILD DETAILED REQUIREMENTS FOR SERVICE MAPS TO REMOTE CLINICAL ESTIMATE COST AT CARE DELIVERY WIDER SCALE Less feedback was We can understand more collected for the clinical about the service created care delivery use cases. in each care setting to More research should be accurately estimate directed to define what devices needed per site functionality is required. and the human resource to serve. Copyright © 2020 Accenture. All rights reserved. 8 Center Type Area End Content Area Background Copyright © 2020 Accenture. All rights reserved. 9 Center Type Area End Content Area COVID-19 & HEALTHCARE DELIVERY A TRANSFORMATION IN THE ELDERLY SECTOR IS REQUIRED TO PROTECT LIVES AND REDUCE THE IMPACT OF SOCIAL ISOLATION MILLIONS OF CHANNELS OF DIGITAL CARE HOME PEOPLE COMMUNICATION TECHNOLOGY STAFF NATIONALLY SHIFTING INFRASTRUCTURE FOCUSED ON TOLD TO SELF- EXCLUSIVELY TO BASIC IN ELDERLY PHYSICAL ISOLATE ONLINE CARE SETTINGS TASKS Copyright © 2020 Accenture. All rights reserved. 10 Center Type Area End Content Area FACEBOOK & ACCENTURE SUPPORT NHS As part of the COVID-19 response, Facebook donated 2,050 of their Portal video communication devices to support the NHS. Accenture have donated a team to support NHSX and Facebook to test and pilot the Facebook Portals across various care settings, providers and between individual users. The principle aim of the Pilot was to understand if and how the Portals can be used to deliver remote clinical care and individual support to those in self- isolation. The initial pilot took place across regions in England between 23/03 and 22/05. This report details the initial findings from the Pilot to inform future decision making. Copyright © 2020 Accenture. All rights reserved. 11 Center Type Area End Content Area FACEBOOK PORTAL FUNCTIONALITY The Facebook Portals are designed as consumer devices. They are simple to use, fulfil everyday consumer needs and ensure video and audio quality to enable fantastic communication. CONNECTS VIA MULTIPLE SCREEN TOUCHSCREEN WIFI SIZES The Portals work in a range of The Portals are available in three The Portals are similar to other environments because they screen sizes (8 inch, 10 inch and smart devices on the market and connect to WIFI. 15.6 inch) to suit different users. navigated via touch for ease of use. MULTIPLE USERS SMART CAMERA & OTHER DAILY PER DEVICE SMART SOUND USES The devices can be used to support The camera and volume adjust with The Portals can be used to also play four users at once building their user movement and tone ensuring music, frame photos, provide potential as a scalable solution. consistent video and audio quality. weather updates and tell the time. Copyright © 2020 Accenture. All rights reserved. 12 Center Type Area End Content Area USE CASE 1 Given the features of the Facebook Portals, we sought to test three use cases. Primarily we tested if they could support convenient and good quality communication for patients or care home residents in isolation to contact family and friends. USER USER DEVICE RECIPIENT RECIPIENT LOCATION LOCATION 8 inch (mini) + + + • Patient or • Care home • Family member • Private residence • Care home • Hospice 10 inch (Portal) • Friend resident • Community Site 15.6 inch (Portal +) Copyright © 2020 Accenture. All rights reserved. 13 Center Type Area End Content Area USE CASE 2 The second use case we tested was whether they could support convenient and good quality communication for patients or care home residents in isolation to receive necessary clinical support remotely. USER USER DEVICE RECIPIENT RECIPIENT LOCATION LOCATION 8 inch (mini) + + + • Patient or • Care home • GP • GP Practice • Care home • Hospice 10 inch (Portal) • Nurse resident • Community Site • Care Professional • Allied Health Professional 15.6 inch (Portal +) Copyright © 2020 Accenture. All rights reserved. 14 Center Type Area End Content Area USE CASE 3 The final use case we tested was whether the Facebook Portals could support convenient and good quality communication for clinical care providers to deliver remote consultations. USER USER DEVICE RECIPIENT RECIPIENT LOCATION LOCATION 8 inch (mini) + + + • GP • GP Practice • Patient • Care home 10 inch (Portal) • Nurse • Care home • Hospice • Care Professional resident • Community Site • Allied Health Professional 15.6 inch (Portal +) Copyright © 2020 Accenture. All rights reserved. 15 Center Type Area End Content Area Pilot Delivery Copyright © 2020 Accenture. All rights reserved. 16 Center Type Area End Content Area PILOT APPROACH The principles below were followed wherever possible. The aim was to deliver at speed, deliver using a lean core team that collaborated with other parts of the organisation and to deliver compliantly. 01 Use simplest option wherever possible 02 Speed of rollout more important than fully integrated experience 03 Run parallel rollouts across regions 04 Use logistics providers to ship devices directly to homes 05 Use NHS/trusted workforce to deploy in homes or train local staff to set up 06 Private information of staff should not have to be shared with general public or vice versa 07 Solution should support remote consultation as well as supporting with social isolation Copyright © 2020 Accenture. All rights reserved. 17 Center Type Area End Content Area WORKSTREAM OVERVIEW As part of the pilot we delivered four workstreams. Initially we went through a phase of mobilisation. Subsequently we supported the deployment of Portals to individual sites, evaluated how the Portals were initially experienced by different user groups and performed a competitor analysis. MOBILISATION DEPLOYMENT EVALUATION COMPETITOR ANALYSIS Identified CCGs and Supported Facebook Developed Mapped competitor individual sites to adopt to process site evaluation strategy and technology Portals orders to capture feedback landscape Aligned demand with Communicated with Created surveys and Compared devices Facebook for sites to check conducted interviews based on relevant deployment delivery with all user groups functionality Documented and Maintained support Analysed and Compared devices distributed introductory where necessary post synthesised results for based on pain points comms/set up deployment presentation found in evaluation guidelines Copyright © 2020 Accenture. All rights reserved. 18 Center Type Area End Content Area