Transcript NHS England Powerpoint Template

Mind the
Perception
Gap
Neil Churchill
Director for Patient Experience
@neilgchurchill
Thursday 18 September 2014
www.england.nhs.uk
The invisible woman: Storyteller Beryl Clark
www.england.nhs.uk
First Appointment….
Images have been removed for copyright purposes
Image descriptor:
The beginning of the patient journey.
@PatientAsPaper
www.england.nhs.uk
….feeding peg….
Images have been removed for copyright purposes
Image descriptor:
The introduction of the feeding peg and associated discomfort obvious on
patient’s face
www.england.nhs.uk
….radiotherapy….
Images have been removed for copyright purposes
Image descriptor:
A treatment that many clinicians on the patient pathway have never
themselves seen
www.england.nhs.uk
….journey home….
Images have been removed for copyright purposes
Image descriptor:
The patient is exhausted, and changed by her journey through the
treatment
www.england.nhs.uk
….follow up appointment.
Images have been removed for copyright purposes
Image descriptor:
The journey has come full circle but consultant has not witnessed all the
steps in between
www.england.nhs.uk
What is a good experience of care?
•
I am involved as an active partner in my care.
•
I am treated as an individual – my needs, values and preferences are respected.
•
There is a recognition that I am the expert on me.
•
I am able to access services when I need them, and my care is coordinated.
•
I am asked about my communication preferences so that communication is
tailored to me.
•
I have access to the information I need, which is presented in a way that is right for
me.
•
I have access to the support I need and is right for me, including emotional and
practical support, and I am able to involve my loved ones in decisions about me.
•
The environment in which I receive my care is clean and comfortable and makes
me feel dignified.
Abridged from:
http://www2.warwick.ac.uk/fac/med/research/hscience/sssh/publications/warwick.pdf
www.england.nhs.uk
Another way of looking at it:
www.england.nhs.uk
Service excellence
www.england.nhs.uk
Service excellence
• ‘Put emotional experience at heart
of the healing process, not as an
add-on’:
• Recognise the significance of
‘memorable events’ and plan for
them
Fred Lee ‘If Disney Ran Your Hospital’ (2005)
www.england.nhs.uk
17 April 2013
Derbyshire Healthcare NHS Foundation Trust
Opening Ceremony
@GrangerKate
www.england.nhs.uk
www.england.nhs.uk
Service excellence
• ‘Measure to improve, not to
impress’:
• Don’t let assessment become a
substitute for action
www.england.nhs.uk
What is the Friends & Family Test?
• Simple test being rolled out across the NHS
• Open question providing a rich
source of patient feedback for
teams
• On the 4th September 2014, 3,724,653 patients
responded to the FFT (national data that is collected for
inpatients, maternity and A&E)
• 78% of Trusts say that FFT has improved the emphasis
given to patient experience
•
http://www.england.nhs.uk/ourwork/pe/fft/fft-test-review/
www.england.nhs.uk
What has it achieved?
• Environment - Soft closing bins have
been purchased for inpatient areas as a
response to patients feeding back that
noisy bins kept them awake at night
St Georges
Healthcare NHS
Trust
• Sleep – responded to feedback
about noise at night by launching
‘Comfort at Night’ campaign
• Maternity – launched a new breastfeeding
support group to encourage breastfeeding
in response to feedback from new mums
www.england.nhs.uk
Hillingdon Hospitals
NHS Foundation
Trust
Salisbury NHS
Foundation Trust
What has it achieved?
‘I arrived 25 mins late having parked the car at the wrong
end of the four hospitals. As soon as I walked in, I was
looking for signs and information boards and a gentleman
porter said “You appear lost, may I help you?” I was a
long way from where I needed to be, he pointed me in
the right direction and said I’d pick up signs when I got
nearer. Five minutes later I was looking around for signs
and again I was asked, this time by a nurse, if she could
help me. This has never, ever happened in any other
hospital. I sometimes feel I am wearing my invisibility
cloak in some places’.
www.england.nhs.uk
The Friends & Family Test
• From 1st December 2014, the FFT will be rolled
out to GP practices, and from 1st January 2015,
to mental health and community services.
• It will further be extended from 1st April 2015 to
NHS dental practices and patient transport services
as well, covering acute hospitals outpatients and day
cases.
• By April 2015, we will have introduced the FFT to
millions of patients across thousands of providers of
NHS funded services including GP and dental
practices, ambulance, mental health and community
services, as well as outpatients.
www.england.nhs.uk
Service excellence
• ‘Compliance is the weakest form of
motivation’:
• Build empowered teams and
decentralise the authority to say
yes.
www.england.nhs.uk
A role for incentives
• A percentage of payments to providers should
be linked to what patients say about the
quality of services;
• Can we include in tariff?
• Can money follow patients?
• How can we avoid suffocating intrinsic
motivation to improve?
• Can incentives be designed around more
vulnerable patients?
www.england.nhs.uk
Levels of Motivation
HABIT
IMAGINATION
WILLPOWER
COMPLIANCE
www.england.nhs.uk
CASE STUDY
“I went to the dentist, reported to the receptionist and
the receptionist forgot about me. I’m not used to my
sight loss and lost my orientation and couldn't bring
myself to ask anyone for help and just felt too nervous
to shout out or anything. I ended up sitting there for
hours and it was an extremely frightening experience.”
www.england.nhs.uk
Making sure everyone has a voice…
www.england.nhs.uk
Easy Read forms
www.england.nhs.uk
A new ‘accessible information standard’
• The Big Idea: A new ‘accessible information standard’ to provide
direction to the health and care system around accessible
information and communication support for patients, service
users and carers with a disability, impairment or sensory loss.
• Scope includes identification, recording, ‘flagging’ (highlighting /
prompting for action), sharing and meeting of needs.
• Following a formal process to be approved as a new information
standard for the health and social care system. Responsibility for
approval now with Standardisation Committee for Care
Information (SCCI).
www.england.nhs.uk
Accessible Information:
‘Making health and social care information accessible’
The project will make an Information Standard around
accessible information and communication support.
This is a set of rules that health and adult social care
bodies must follow.
www.england.nhs.uk
The vision
Our vision for the accessible information standard is
that:
“Patients and service users, and where appropriate
carers and parents, with information or communication
support needs relating to a disability, impairment or
sensory loss have those needs met by health and social
care services and organisations.”
www.england.nhs.uk
The Standard includes:
•
Patients or service users of publicly-funded health or adult social care, or their
parents or carers. Publicly-funded means that the service is paid for by the
Government through money from tax payers. This includes all NHS services.
•
Information or communication support needs because of a disability, impairment
or sensory loss. This includes support for people who are blind, d/Deaf,
deafblind, have had a stroke, or have a learning disability.
•
Providing information, such as patient leaflets and letters in different formats
such as large print, braille, via email, in an audio format or in easy read.
•
Supporting people to communicate through using a hearing aid, lipreading, or
using a communication tool.
•
Arranging a professional to provide communication support or to be an
interpreter. For example a British Sign Language interpreter, deafblind manual
interpreter or an advocate.
•
Support for appointments, for overnight stays in hospital, and for long-term care
such as at a care home.
www.england.nhs.uk
The Proposed Standards;
What are the expectations?
The standard will set out how organisations should find, write
down and share details of people’s accessible information and
communication support needs. Providing them the support
they need to meet the patients needs by;
1. Identifying and recording communication needs
of the patient
2. Providing correspondence in appropriate format,
(e.g. Braille) for instance letters, leaflets, standard
service information
3. Providing communication support professionals e.g.
interpreters, communication support workers and
advocates where necessary. These must be suitably
skilled and qualified and SHOULD be accredited OR
have registration with a professional body
www.england.nhs.uk
Have your say - consultation
• Following engagement activity last winter, a
consultation is now live.
• Read the consultation document and complete an
online survey at www.england.nhs.uk/accessibleinfo
• The consultation document is available in Word, PDF,
easy read, braille, audio and British Sign Language.
• The consultation closes on 9th November.
• Queries to [email protected]
www.england.nhs.uk
Patients as partners
• Centralised system to support learning disability service
user led quality assessments
• 4 Phases approach, starting October 2014;
• 1 – Research, existing user led measures
• 2 – Use, the research to design a tool base on best
practice
• 3 – Establish, a register of trained quality assessors
• 4 – Establish, a network of social enterprises for
facilitating the commissioning & delivery
• Supporting work around Winterbourne & Confidential
Inquiry into Premature Deaths of People with LD (CIPOLD)
www.england.nhs.uk
Kindness – a virtuous circle
KINSHIP
BETTER
OUTCOMES
KINDNESS
J. Ballatt & P. Campling –
Intelligent Kindness (2011)
THERAPEUTIC
ALLIANCE
ATTENTIVENESS
TRUST
www.england.nhs.uk
ATTUNEMNET
www.england.nhs.uk
Why are You the Patient Experience
www.england.nhs.uk