Transcript Improving Experience and Outcomes for the

Improving Experience and
Outcomes for the People of
Scotland
Alastair Pringle
Head of Patient Focus & Equalities
Carol Sinclair
Director, Better Together Programme
What’s the problem?
What People Want
• Caring and
compassionate services
• Clear Communication
• Collaboration
• Continuity of care
• Clean environment
• Clinical excellence
We know this doesn’t happen for every person
every time
The Ambition:
• Mutually beneficial partnerships between patients, their families and
those delivering healthcare services which respect individual needs
and values and which demonstrate compassion, continuity, clear
communication and shared decision-making
Priority areas for action:
• Enabling Person-Centred Care
• Clear communication, effective collaboration
• Improving Experience and Outcomes
• Supporting Staff to have the best possible experience
Person-Centred Delivery Group
Improving staff experience
Review of Staff Governance, Staff Survey,
Team Vitality
Enabling personcentred care
Leadership, Care
Governance, Caring
behaviours
PersonCentred
Ambition
Improved communication
& participation
Health Literacy, Self-Management,
Patient Rights Act, Person-Centred
Enquiry
Improving Patient
Experience
Better Together, Patient
Reported Outcome Measures,
Improvement Programmes
A National Programme for PersonCentred Health & Care?
• Move from centre to services
• Bring sense of coherence and ownership
• Build on SPSP and Improvement
Expertise, alongside existing PC expertise
(Leading Better Care, PFPI, 3rd sector,
Equalities etc)
• Prioritised and measurable improvements
• Point of care – personal capacity –
community assets
Improved Enablement
Population health and quality of care just seem to be too far apart.
I am convinced that the route to a sustainable NHS lies in getting people
involved and active in their own health. (DG Health reflecting on IHI
Forum Dec 2011)
• Assets
• Patient Experience
• Shared decisionmaking
• Self-Directed support
• Health Literacy
• Person-centred
enquiry
• Patient Rights
(Scotland) Act 2011
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Co-Production
Health Improvement
PROMs
PASS
My eHealth
Self Management
Patient Charter
Patient Information
Patient Rights (Scotland) Act 2011
• Charter of Patient Rights and
Responsibilities
• Healthcare Principles - Patients' individual
needs and circumstances will be
considered
• 12 Week Treatment Time Guarantee
• Patient Advice and Support Service
(PASS)
• Right to Give Feedback or Comments, or
Raise Concerns or Complaints
Person-Centred Delivery Group
Improving staff experience
Review of Staff Governance, Staff Survey,
Team Vitality
Enabling personcentred care
Leadership, Care
Governance, Caring
behaviours
PersonCentred
Ambition
Improved communication
& participation
Health Literacy, Self-Management,
Patient Rights Act, Person-Centred
Enquiry
Improving Patient
Experience
Better Together, Patient
Reported Outcome Measures,
Improvement Programmes
Improving healthcare experience…
• Better Health Better Care
• NHSScotland Quality Strategy – person
centred ambition
• National quality outcomes and indicators
– PEMs
– PROMs including personal outcomes
Our 2020 Vision…..
Our vision is that by 2020 everyone is able to live
longer healthier lives at home, or in a homely setting.
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We will have a healthcare system where we have integrated
health and social care, a focus on prevention, anticipation and
supported self management.
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When hospital treatment is required, and cannot be provided in
a community setting, day case treatment will be the norm.
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Whatever the setting, care will be provided to the highest
standards of quality and safety, with the person at the centre of all
decisions.
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There will be a focus on ensuring that people get back into their
home or community environment as soon as appropriate, with
minimal risk of re-admission.
Why Better Together commissioned
this pilot…..
• Driving innovation and improvement based on patient
experiences – part of the “BT” plan
• To encourage and support more innovative and varied
ways of seeking feedback on patients’ experiences
• Provide a safe and supportive environment to learn
• Provide a robust evaluation to share with colleagues
leading wider work on the use of social media and
networking
• Post-programme sustainability: keeping the focus and
pace on patient experience as driver for change