Citizen Empowerment


Health and social care systems are under increasing pressure to respond to demands which could otherwise be handled by citizens and carers themselves. The evidence suggests that many individuals would be willing to do more to participate in their own care if easy-to-use services, such as appointment booking, self-monitoring of health status, and alternatives to medical appointments, were available to them. This means providing services and tools which enable convenience, offer choice, and encourage self-service and engagement in health management.

Indicators of maturity:

At-scale use of teleservices; multi-channel ways to access care services; citizen portals offering booking & prescriptions refills; online access to health records; recommended apps and health management services, which are also integrated with medical records.


  1. No systematic plan for empowerment
  2. Citizens are not involved in decision-making processes and do not participate in the co-design of their services
  3. Policies to support citizens’ empowerment and protect their rights, but may not reflect their real needs
  4. Incentives and tools to motivate and support citizens to co-create health and participate in decision-making processes
  5. Citizens are supported and involved in decision-making processes, and have access to information and health data
  6. Citizens are involved in decision-making processes, and their needs are frequently monitored and reflected in service delivery and policy-making.
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