1 / 13

Co-designing a Patient Experience Strategy: Overview of Approach and Outcomes

Co-designing a Patient Experience Strategy: Overview of Approach and Outcomes. Collaborative : bringing together clinicians, staff, patients, service users and the community together as equal partners

chick
Télécharger la présentation

Co-designing a Patient Experience Strategy: Overview of Approach and Outcomes

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Co-designing a Patient Experience Strategy: Overview of Approach and Outcomes • Collaborative: bringing together clinicians, staff, patients, service users and the community together as equal partners • Evidence-based: engaging to co-design evidence based and locally appropriate solutions to promote integrated health and social care • Asset-based : developing the capacity of patients, service users and the community to engage effectively in identifying needs, project planning and development, procurement, implementation and evaluation. • Continuous and iterative: engaging to build and refine sustainable models for local delivery that reflect the needs and aspirations of local people and frontline staff • Initial workshop held with CCG Lay/Patient Reps and PPI Engagement Leads to develop a draft definition of patient experience and a draft patient experience strategy (6th June) • Follow up workshopswere co-ordinated and facilitated involving patients, communities, clinicians and managers to share and further refine the draft definition and strategy so that it reflects the views and perspectives of all stakeholders (July – Dec. 2013)   • Review of relevant documents/reports was undertaken to further inform the development of the definition and strategy (Sept. 2013). • A Final Patient Experience in Contracts workshopService User Panel and Lay Reps took place to present and agree the final draft of the Patient Experience Framework and priorities which have been taken into consideration the contracting round (Jan. 2014). SBO

  2. HOW DID WE USE THIS INFORMATION? • The engagement with patients and staff has highlighted key priorities for us to take forward during 2014/2015 include: • Delivery of Series of Seminars and Learning Events for Staff and Governing Body Members on ‘Effective Leadership to enhance Patient Experience’. • Development and Implementation of programme of training for CCG Lay Reps and Patient Champions to enable them to promote patient perspective at decision making levelsand in considering CCG plans and proposals. • Work with providers to deliver quarterly patient experience Learning Events themed around a the service and issues highlighted below across health and social care • Impact of staff Experience on Patient Experience • Experience of people with Dementia and their Carers • Transfer of Care • Map out the current data gathered on patient experience against the statements highlighted in the Patient Experience Statements • Where there is ambiguity or gap in information, a piece of work would be undertaken to work with local patient groups and Healthwatch to gather patient and carer feedback to address the gap in data. • Work with providers to produce quarterly patient experience reports that real-time qualitative as well as quantitative feedbackand captures the diversity of patients, service users and carers SBO

  3. More Specifically, It enabled us Identify the following statements to capture experience SBO *Based on Patient Experience information collected across tri-borough through workshops and a consolidation of reports, 2005 – 2013, outlined in Appendix 1 and 2

  4. SBO *Based on Patient Experience information collected across tri-borough through workshops and a consolidation of reports, 2005 – 2013, outlined in Appendix 1 and 2

  5. “It’s my doctor who let me know about this place (Nubian Life). He gives me good information and I am grateful.” Elderly African Caribbean Man Promoting and recognizing independence in care “I don’t want a doctor who patronizes me. I want a doctor who lets me talk about what matters to me, before deciding what to do…” Diabetes Service User “The NHS and Council, they’re doing a lot of things, but the missing link is pushing it right through to the community.” Community Champion, White City Coordination, Integration and Continuation across Care Pathway “I think when you go to a normal doctor they look down on you, I think they are a bit worried in case you give them something, its just the way they were talking, looking, sitting away from me.” Polish Rough Sleeper Safety, dignity and respect “It is against our ethos to just kick people out onto the street but that’s what happens… At present, we’re not really sure when we direct people what kind of service they are going to get and whether they are actually going to get the help they need.” A&E nurse talking about a Polish Rough Sleeper High quality care “I had my second child at my local hospital; the midwife was fantastic and the nurses on the ward were very kind, I was very happy. When I was leaving I bought them some flowers as a thank you and on the way out one of the nurses said ‘see you next year…’. I know she didn't’t mean it but that comment made me so upset and its what stayed with me. If I do have another child I don’t want to go there again”. Somali Woman Confidence and accountability in providers SBO *Based on extracts from Patient Experience Workshops across tri-borough through workshops and a consolidation of reports, 2005 – 2013, detailed in Appendix 1 and 2

  6. THE PICKER MEASURE OF INTERGRATED HEALTH AND SOCIAL CARE • Picker developed an integrated measure for assessing people’s experience of integrated care, based on consultation and engagement in four focus groups with patients, service users and carers aged 21 – 85 years with a range of comorbid mental health / physical health diagnoses • Items are grouped into six key themes, yielding 18 questions, with adapted carerversions, and 12 corresponding ‘I’ statements SBO *Source Measuring health and social care integration: new research and recommendations

  7. HOW DO THE PATIENT EXPERIENCE INDICATORS COMPARE TO THE PICKER ‘I’ STATEMENTS? Picker Theme(s): Goals & Decision-Making SBO

  8. HOW DO THE PATIENT EXPERIENCE INDICATORS COMPARE TO THE PICKER ‘I’ STATEMENTS? Picker Theme(s): Care-Planning, Communication & Transitions SBO

  9. HOW DO THE PATIENT EXPERIENCE INDICATORS COMPARE TO THE PICKER ‘I’ STATEMENTS? Picker Theme(s): None Picker Theme(s): None SBO

  10. HOW DO THE PATIENT EXPERIENCE INDICATORS COMPARE TO THE PICKER ‘I’ STATEMENTS? Picker Theme(s): None SBO

  11. COMBINED PICKER ‘I’ STATEMENTS AND PATIENT EXPERIENCE INDICATORS Picker ‘I’ Statements (A1) All my needs as a person are assessed (A2) My carer / family have their needs recognized and are given support to care for me (A4) Taken together, my care an support help me live the life I want to the best of my ability (B6) I have regular reviews of my care and treatment, and of my care and support plan (B7) I have regular, comprehensive reviews of my medicines (B8) When something is planned, it happens (C4) The professionals involved with my care talk to each other. We all work as a team (C5) I always know who is coordinating my care (C6) (a) I have one first point of contact. (b) They understand both me and my condition(s). (c) I can go to them with questions at any time (E1) I am as involved in discussions and decisions about my care , support and treatment as I want to be (E2) My family or carer is also involved in these decisions as much as I want them to be (F3) I know in advance where I am going, what I will be provided with and who will be the main point of professional contact Potential additions from Patient Experience Indicators (that were not covered by the Picker) (1d) My family, carers and I have access to volunteers and the opportunity to learn and gain support from other patients (1e) I am provided with opportunities to get involved in shaping and influencing the service and the organization as a whole (3a) My care is provided in appropriate environments that are accessible, clean, welcoming and enable privacy and dignity to be maintained (3b) Staff maintain my confidentiality, privacy and dignity and treat everyone with respect (3c) Services are valued and used responsibly by both me and staff caring for me (4a) Organizations provide comprehensive services that are easily accessible, responsive, offer choice and that provide timely treatment and care (4b) Equipment and resources are available to meet my needs and demands (4c) Staff are prepared and informed about me, my care needs and other services (5a) Staff/services/organizations are committed to learning and improving - a no blame culture exists in which people take complaints seriously, respond quickly and learn from mistakes (5b) Staff have a positive experience of work (5c) Senior managers, as well as frontline staff, are professional, honest and accountable (5d) Staff have good communication skills and use clear and appropriate language (5e) Staff are approachable, kind, compassionate and empathetic (5f) Staff have the right knowledge, attitude and skills and adhere to policies (5g) Staff are culturally aware and sensitive to the needs of and state of mind of patients, families and carers SBO

  12. APPENDIX 1: SUMMARY OF PATIENT EXPERIENCE WORKSHOPS* SBO *This is just a selection of some of the many patient experience workshops that have been used to inform the CWHHE patient experience strategy and the Better Care Plans.

  13. APPENDIX 2: SUMMARY OF PATIENT EXPERIENCE REPORTS* *This is just a selection of some of the many patient experience reports that have been used to inform CWHHE patient experience strategy and the Better Care Plans. SBO

More Related