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Experience Led Commissioning

Experience Led Commissioning. Experience-Led Commissioning A new model of commissioning. Core Principles of Experience-based Design Partnership between patients, s taff and carers Emphasis on e xperience rather than attitude or opinion

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Experience Led Commissioning

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  1. Experience Led Commissioning

  2. Experience-Led CommissioningA new model of commissioning CorePrinciples of Experience-based Design • Partnership between patients, staff and carers • Emphasis on experience rather than attitude or opinion • Narrative and storytelling approach to identify ‘touch points’ • Emphasis on co-design of services • Systematic evaluation of improvement and benefits

  3. Experience-Led CommissioningA new model of commissioning Is about….. • Capturing the experience • Understanding the experience • Improving the experience • Measuring the improvement

  4. Aims of 10,000 Voices project • To improve patient experience • To influence how services are commissioned

  5. Using the SenseMaker Approach • The experience of writing and signifying a story (touch points) through a lived example • Reflect the 5 Experience Standards (Respect, Privacy / Dignity, Attitude, Behaviour and Communication) • Data collected via online link, paper-based, group meetings etc, is uploaded using the link and will be analysed using SenseMaker software with results returned to the Trust

  6. Collecting Patient Stories Patients are asked to - • Describe a care experience – tell us your story • Give the experience / story a title • Select 3 words which describe experience / story • Answer a series of questions (known as signifiers) • Answer a series of demographic questions

  7. Did you feel the department was… Well managed Unsafe Haphazard

  8. Making it happen……. • Project Facilitators in each Trust • Engaging with service users, community and voluntary groups, schools and colleges and staff in HSC Trusts

  9. Phased approach Phase 1 (September 2013 – June 2014) Unscheduled care - EDs, MIUs, GP OOHs, NIAS Phase 2 (February 2014 – June 2014) Care in your own home Experience of nursing and midwifery care (November 2013 – June 2014)

  10. What we do well Patient story 1: Unexpected visit to hospital Patient story 2: God's unexpected surprise Patient story 3: In Praise of A&E Staff

  11. What we could do better Patient story 1: Distraught Parent Patient story 2: Can I have a drink please? Patient story 3: Great beginnings, unfortunate endings!

  12. What we have done.. • Paediatrics in ED – have set up ED / Paediatric interface meetings • Waiting environment – successful appointment of housekeeper • Pain relief – progress through SQE plans • Staffing levels – regional review of EDs

  13. Thank you for listening to “10,000 Voices”

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