The Digital Assessment Service (DAS) Editorial Guidance

Transcription

1 The Digital Assessment Service (DAS) ial Guidance Procedural Document type: Status of document: Page 1 Guidance Final Version: V1.0 Date ratified: Ratified by: Review date: Document Author: Document Owner: Applies to: Document location: The DAS Team Senior Management Team, DAS Head of DAS Product and Service Delivery All members of Digital Assessment Service Team. Any staff involved in the development, implementation and review of content within the Digital Assessment Service (DAS). DAS SharePoint Site Processes Library

2 Version Control Record: Procedural Document Owner: Main Contributors / co-authors: Version reviewed Reviewed by / consultation sought from 0.8 Head of DAS Product and Service Delivery, Head of Clinical Assurance, Clinical Development Lead, Clinical Information Manager Head of DAS Product and Service Delivery Digital Assessment Service Date of consultation Comments Transitioned from NHS Direct. Updated draft (conversion from nonstandard policy template) 0.9 DAS Team Staff Members 0.10 O Gara, Content 0.11 P Thornton, Clinical Systems Governance Lead 1.0 Approved by document owner, R Donald nd draft sent for consultation with Head of DAS Product and Service Delivery, Head of Clinical Assurance, Head of Business Development, Head of Architecture, Development Manager, Clinical Development Leads, Clinical Systems Governance Lead Considered consultation comments and finalised draft Format and consistency changes. Minor amendments and finalisation Page 2

3 Associated Procedural Documents Record 1 : Reference Title Owner CLO55 Guidance for Clinical Content Head of Clinical Development Assurance, DAS CL056 Guidance for taking best practice into account when developing clinical content Head of Clinical Assurance, DAS n/a HaSC Content workflow process Development Manager n/a NHS Choices ial Style Guide, NHS Choices n/a Syndicated Partner Programming Guide, NHS Choices ICT052 DAS Software Deployment Procedure Development Manager, DAS Associated Records: Reference Title Owner n/a DAS Content Provider Agreement Head of Business Development n/a DAS Approved core websites Clinical Information Specialist n/a Change Sheet and Issue Log Ratified: The signatories have formally ratified this document for implementation within the area of their responsibility. The approved document is located on the DAS SharePoint Site - Processes library. Name Title Date Version Signature S Bellerby Development Manager V1.0 T Coates Head of Architecture V1.0 O Davies Head of Business V1.0 Development R Donald Head of DAS Product and Service Delivery V1.0 E Povey Head of Clinical V1.0 Assurance 1 This Procedural Documents can be located at Page 3

4 V Sumner C Taylor Clinical Development Lead Clinical Development Lead V V1.0 Distribution: Version Date Distribution List V All members of the DAS Team V Relevant link roles within NHS Choices. Mandy Williams, Charles Creswell Document Status: This is a controlled document. Whilst this document may be printed, the electronic version is maintained on the DAS SharePoint Site under configuration control. Once printed or removed from SharePoint this document becomes an uncontrolled copy. Environmental: Do you really need to print this document? Please consider the environment before you print this document and where possible copies should be printed double-sided. Please also consider setting the Page Range in the Print properties, when relevant to do so, to avoid printing the policy in its entirety. Page 4

5 Table of contents Version Control Record:... 2 Associated Procedural Documents Record:... 3 Associated Records:... 3 Ratified:... 3 Distribution... 4 Document Status:... 4 Environmental... 4 Table of contents Introduction Scope Definition of terms Statement Equality impact assessment Duties (roles and responsibilities) Processes Content production Content review, sign off, deployment Layout and formatting Sourcing information Style guidelines Intellectual property rights Syndication Audience Decency Feedback Training Monitoring Compliance with the Procedural Document Standards and Key Performance Indicators References Acknowledgements Appendix A Procedural Document Checklist Appendix B Training Needs Analysis Appendix C Compliance Monitoring Matrix Page 5

6 1. Introduction 1.1 The Digital Assessment Service (DAS) publishes content on a number of digital channels including the NHS website various syndicated websites and mobile applications. 1.2 Fundamental to the development of this content is the need to assure that, irrespective of the service channel through which the user accesses advice and information, the content has been developed by the Digital Assessment Service using consistent editorial standards and Plain English principles. 1.3 This guidance outlines the principles and processes for developing, editing and approval of content accessed by the public via digital channels. 1.4 This guidance should be read in conjunction with the Associated Procedural Documents and Associated Records outlined on page All content produced by, or for, the Digital Assessment Service must conform to this ial Guidance. 2. Scope 2.1 This guidance applies to all staff members and agency or sub-contract staff working for and on behalf of the Digital Assessment Service. 3. Definition of terms This section provides an explanation of terms used within this guidance. 3.1 Digital channels: the method by which content is delivered, namely: Websites NHS Choices and syndicated partner websites; Mobile App the NHS Symptom checker app. 3.2 Syndicate partner: a (predominantly healthcare-based) digital provider that syndicates our Health and symptom checkers for use on their website or other digital channel. 3.3 SharePoint: a Microsoft web application specialising in content and document management, including version control and archiving. 3.4 Sitecore: the Content Management System (CMS) that controls how the content is passed to digital channels such as NHS Choices and the NHS App. Page 6

7 3.5 Arezzo: The Clinical Decision Support Software (CDSS) which enables the design, creation, and execution of the health and symptom checkers to provide our clinical digital services. The content within Arezzo is rendered via Sitecore. 3.6 Health and Symptom Checkers: A series of algorithmic clinical decision support tools used by the public which enables assessment of clinical symptoms offers patient information and directs them to an appropriate endpoint. They are delivered through digital services such as the NHS Choices website and other syndicated websites. 4. Statement 4.1 The purpose of the ial Guidance is to: Ensure that all content is accessible Maintain a consistent style across all media channels Ensure editorial accuracy Present clinical information in Plain English Emphasise the independence of the content creation process Ensure content always provides a balanced view on a subject Maintain editorial control across all digital media channels Support the goals, purpose and policies of NHS Choices, HSCIC and Digital Assessment Service - to promote the wider principles and values of the NHS and government health agenda Ensure that content is reviewed and updated regularly 4.2 The DAS aims to meet users health needs efficiently and thoroughly via a variety of channels and, where possible, provide an appropriate course of action in order to deal with any health enquiry. 4.3 All of the DAS digitally delivered information, both health-related and corporate, are written clearly to communicate its aims and purpose. The DAS ial Team writes using Plain English methodology to ensure key messages and information are conveyed clearly and comprehensibly. All health information is written in conjunction with the Digital Assessment Service Clinical team who ensure the content is clinically safe and accurate. 4.4 DAS does not communicate any personal opinion within any of its content. All information is evidence-based, sourced and researched thoroughly for unbiased presentation and clinical accuracy. 4.5 Any content produced by DAS will be presented in the most appropriate format for any given audience and content will operate on any specified platform. Page 7

8 5. Equality impact assessment 5.1 The service aims to design and implement procedures that meet the diverse needs of our service and workforce, ensuring that none is placed at a disadvantage over others, in accordance with the Equality Act Initial screening indicates that this guidance will not require a full Equality Impact Assessment. 6. Duties (roles and responsibilities) The role and responsibilities are detailed below and explained further within the narrative. 6.1 Head of DAS Product and Service Delivery: Responsible for the strategic direction of DAS and key contact between our digital managed service suppliers and the business. Owner of this guidance with responsibility for its development, implementation and compliance monitoring. Strategic level manager responsible for the management of the DAS ial team and their adherence to this guidance. 6.2 Head of Clinical Assurance: Holds devolved accountability for the governance of the clinical content of all systems used within and developed by DAS on behalf of HSCIC Medical Director. Responsible for the discharge of governance responsibilities on a day to day basis. Accredited clinician responsible for final clinical sign off of clinical content and designated clinical safety officer. Strategic level manager responsible for the DAS Clinical Team and their adherence to this guidance DAS: Responsible for the day to day management of the DAS ial Team and their adherence to this guidance and other associated procedures in relation to content developed for delivered services. 6.4 DAS ial Team: All members of staff within the Team have a duty to ensure that content is produced in adherence to this guidance and other associated procedures. 6.5 Clinical Development Lead: Responsible for the day to day management of the Clinical Development Advisors and their adherence to this guidance. Page 8

9 6.6 DAS Clinical Team: All members of staff within the Team have a duty to ensure that clinical content produced is carried out in adherence to this guidance and other associated procedures. 6.7 Clinical Systems Governance Lead: Responsible for supporting the DAS Team to comply with standards and processes to ensure the governance of clinical content development. 6.8 Clinical Information Specialist: Must ensure that patient information and best practice evidence is produced in adherence to this guidance and other associated procedures. 7. Processes 7.1 Content production ial content is produced by the DAS - ial Team; clinical content is produced by the DAS ial Team in conjunction with the DAS - Clinical Team In exceptional circumstances, elements of content production may be outsourced to a third party if: Time restrictions prevent it being produced in-house More specialist knowledge is required It is more cost-effective to do so As part of the publishing workflow, content is checked for Accuracy Balance Accessibility Tone Adherence to editorial style guidelines 7.2 Content review, sign off, deployment All content is reviewed and developed in accordance to the DAS guidance - CL055 Clinical Content Development which details the full process. Testing and approval happens for the editorial, functional and clinical components of the product. The process does not proceed within this sign of by the or Content, Test Manager and Clinical Lead The approved content is then entered into Sitecore and checked for accuracy on the test site by the Content or. Publication is approved by the and the content is Page 9

10 published to the live site using the Sitecore Workflow by the Content or All content deployments take place in accordance with the DAS Software Deployment Procedures which details the full process. Deployments which may impact on the clinical safety of the system require the DAS Head of Clinical Assurance to give clinical authority to deploy before publishing to live All content deployments without clinical impact require approval before deployment by the Development Manager or Head of DAS Product and Service Delivery. 7.3 Layout and formatting The Health and Symptom Checker content is formatted within Sitecore using a series of templates that ensures a consistent theme, layout and style. This underlying structure ensures any digital channel has the correct foundation on which to build its graphical user interface (GUI). It is the responsibility of the Head of Business Development to ensure all digital partners adhere to the quality controls as defined within the Syndication Partnership documents or the DAS style guidelines. 7.4 Sourcing information All sources used are recorded when researching and writing content, in adherence to CL056 Guidance for taking best practice clinical guidelines into account when developing clinical content. Videos are sourced from the NHS Choices data bank and are reviewed by clinicians All source data is integrated into the development folders of all topics, and the archive of this content is stored securely on SharePoint. 7.5 Style guidelines All content produced by or for the DAS - ial team must conform to the NHS Choices editorial style guide The style guide sets out general writing guidelines, preferred language, punctuation rules and textual formatting to be used for each digital media channel All content produced will adhere to the style guide, which ensures a high standard of jargon-free, Plain-English. Page 10

11 7.5.4 Where the service is syndicated, we work with the client to ensure users can find content relevant to their enquiry easily and promptly. We also work with them to ensure the content is displayed according to best principles of UXD (User Centered Design) to ensure the best user journey. 7.6 Intellectual property rights Digital Assessment Service owns the intellectual property rights for all health and symptom checker content. The Crown retains copyright of all other content published on all Digital Assessment Service digital media channels, unless there are other specific contractual agreements in place In ensuring that Digital Assessment Service does not infringe any copyright agreements, we obtain approval for the use of any third party material used within the service (for example, images and videos) Requests from other organisations to use DAS content are referred to the Head of Business Development. 7.7 Syndication Our health and symptom checkers are available for other health-based websites to integrate into their own websites. This enables our health and symptom checkers to reach a wider audience In order to syndicate our health and symptom checkers, interested parties must conform to the criteria set out below: Their website must be health related, or their users must be interested in health advice. Their website must be primarily focused on, or used by, people in England or the UK. Websites specifically for a region of the UK other than England should contact their local information provider Digital Assessment Service s Head of Business Development has overall sign-off of partnering contracts. 7.8 Audience The information within the health and symptom checkers is suitable for all and is designed to be inclusive of all users, regardless of background The Digital Assessment Service covers the full spectrum of potential users, with online health being one of the most popular topics across a wide range of user groups with people of all ages, backgrounds, genders and ethnicities accessing our content. Page 11

12 7.8.3 By working with usability and accessibility experts, we have identified a number of key personas which represent some of our key user markets. Primary personas Chronic sufferer: mostly male, retired or semi-retired, aged in their 60s Parent with young child: mostly female parents, in part-time employment, aged in their early 30s Mostly healthy: mostly female, employed in a trainee role, aged in their 20s Secondary personas No online self diagnosis: mostly male, employed in a professional capacity, aged in their 30s Silver surfer: mostly female, retired and possibly widowed, aged in their 70s We evaluate our content against these key personas, but ensure that this is not to the exclusion of other users In order to accommodate the audiences unique needs, our information is written in Plain English and is aimed at being clear and easy to understand We write with our personas and target audience in mind. The DAS ial team adapts content to our users requirements and ensure that the content is suitable to their individual needs where possible Content design process By using information and results gathered from user testing and usercentred design protocols, we ensure our health and symptom checkers meet the needs of our users. This includes the process of developing wireframe prototypes to create an easy to navigate user journey. These wireframes are reviewed during stakeholder testing Specialist or user involvement During development user testing takes place where appropriate to understand the needs and preferences of our audience, this may include techniques such as: Omnibus surveys Targeted surveys after use Data analysis of service journeys (regression, grouping etc.) Beta testing Multivariant testing User testing User focus groups Page 12

13 Expert review The DAS Insight team carries out regular activities to understand the satisfaction and needs of our users which feed into the content development processes. 7.9 Decency Some people may find some elements of our content offensive. Where this is a possibility, we provide appropriate warnings for users before they access the content Feedback User opinions are very important to the development of the Digital Assessment Service. We fine tune our health and symptom checkers based on user feedback and updated information All feedback to the DAS is recorded centrally within NHS Choices Service Desk using their feedback tracker system, responded to (where requested), evaluated and improvements made where necessary Complaints are dealt with in accordance to the NHS Choices Complaints policy All user journey/ service improvement feedback requiring a potential change to content are logged within the Digital Issues and Change Sheet or Clinical Combined Issues Log and actioned or closed as required Archived feedback All feedback and responses are archived and we keep a record of all website improvements that have been carried out as a result of user feedback. 8. Training 8.1 To help to ensure effective implementation of this guidance, the Training Needs Analysis (TNA) Template in Appendix B should be followed. 9. Monitoring Compliance with the Procedural Document 9.1 To monitor effective compliance with this guidance the Compliance Monitoring Matrix at Appendix C must be used. 10. Standards and Key Performance Indicators This guidance links to the following standards: Page 13

14 95% of all of external links and sources reviewed every 3 years 95% of all syndication partners are checked twice a year for quality 11. References This section contains the evidence base and details any reference materials used in the development of this guidance: [1] The Information Standard, October link [2] The Plain English Charter - link 12. Acknowledgements None Page 14

15 Appendix A Procedural Document Checklist To be completed by Procedural Document Owners, and attached to all procedural documents when submitted to the Clinical Systems Governance Lead (paula.thornton2@nhs.net) for monitoring and audit purposes. 1. Title Title of document being reviewed: Is the title clear and unambiguous and start with Digital Assessment Service in the title? Is it clear whether the procedural document is a strategy, policy, operating procedure or guidance? 2. Rationale Are reasons for development of the document clearly stated in the Introduction? 3. Development Process Is the method described in brief? Has the document been developed using the DAS Style & Format? Do you feel a reasonable attempt has been made to ensure relevant subject matter expertise has been used? Is there evidence of consultation with stakeholders in the Version Control Record? 4. Content Is the objective of the document clear? Is the target population clear and unambiguous? Are the intended outcomes described? Are the statements clear and unambiguous? 5. Evidence Base Is the type of evidence to support the document identified explicitly? Has a reasonable attempt been made to explain and define unfamiliar terms? es/no/ Unsure Comments Page 15

16 Title of document being reviewed: Are supporting references cited in full and in the approved Harvard Style? Are organisational supporting associated documents referenced in the Associated Procedural Documents Record? 6. Ratification / Approval Does the document identify which committee / group will approve it? Does that committee have the appropriate power to ratify the document in accordance with its Terms of Reference? 7. Dissemination and Implementation Is there an outline / implementation plan to identify how this will be done including Training Needs Analysis? Does the plan include the necessary training / support to ensure compliance? 8. Document Control Does the document identify where it will be held? Have archiving arrangements for superseded documents been addressed? 9. Process for Monitoring Compliance Are there measurable standards or KPIs to support monitoring compliance of the document? Where relevant, does this Procedural Document contain the NHS Litigation Authority Level 1 Minimum Requirements? 10. Review Date Is the review date identified? 11. Overall Responsibility for the Document Is it clear who will be responsible for coordinating the dissemination, implementation and review of the documentation? es/no/ Unsure Comments Page 16

17 Appendix B Training Needs Analysis Type of Training Staff Groups, Teams, Individuals Requiring Training How Often Should This be Undertaken Length of Training Delivery Method How will the training be reviewed Responsible for delivery ial Guidance - awareness DAS - ial 1. Induction 2. If process changes 2 hours 1. Verbal/fac e to face/vc 2. or verbal Induction checklist Competency feedback 1:1, DAS ial Guidance awareness DAS Clinical 1. Induction 2. If process changes 2 hours 3. Verbal/fac e to face/vc 4. or verbal Induction checklist Head of Clinical Assurance ial Guidance - awareness Other teams listed in duties 1. Induction 2. If process changes 2 hours 1. Verbal/fac e to face/vc 2. or verbal Induction checklist - DAS, Line managers

18 Appendix C Compliance Monitoring Matrix Minimum Requirement to be monitored: Who will perform the monitoring? What will you monitor? set SMART objectives! How are you going to monitor? When will the monitoring be performed? Page 18 Feedback responses within 20 days, Content >95% of feedbacks responded within 20 days Dashboard External links to be reviewed every 3 year Content 95% of all external links reviewed for broken links and for compliance with core website list. Sitecore reporting Digital change sheet/issues reviewed >80% digital change sheet/ issues reviewed according to their priority timescale Change sheet Audience personas to be reviewed every two years Head of DAS Product and Service Delivery Ongoing UX agency review Monthly Quarterly Monthly Every two years Syndicated partners display the content as per syndication agreement Content 95% of all syndication partners are checked twice a year for quality Review partners Twice a year

19 Responsible individual / group / committee for review of results Content Senior Management team Content Responsible individual / group / committee for development of action plan, Content Head of DAS Product and Service Delivery Responsible individual / group / committee for monitoring of action plan and implementation Head of DAS Product and Service Delivery Page 19