1. Patient & Client Experience David Sissling Chief Executive Designate HSSA

2. Patient and Client Experience • Where are we now? • Is there a case for change and improvement? • How ambitious should we be? • How do we make progress?

3. Patient and Client Experience Some Characteristics of Best Practice • Engagement and Involvement • Empowerment • Accessible and Responsive Services • Good Outcomes • Attention to individual personal needs How well are we doing?

4. Patient and Client Experience Case for Change • Value Driven • Socio-Cultural • Economic • Self Interest

5. Patient and Client Experience A Vision for the Future • A new relationship between the HPSS and users • A new relationship between professionals and users • A new culture • Patient, clients and users experience as the defining measure in our future assessment of success • A Question of Ambition? – “Don’t be afraid to take a big step when one is required. You can’t cross a chasm in two small steps” David Lloyd George

6. Patient and Client Experience Some Specific Ingredients for Change • Engagement • Devolved commissioning • Focus on communities • Service frameworks • Priorities for Action • Strategic framework • Individual care planning

7. Patient and Client Experience Some Specific Ingredients for Change contd... • Empowerment • Choice – where, when, what • Direct Payments • Organisational Governance • Self Care • Technology • Information

8. Patient and Client Experience Some Specific Ingredients for Change contd... • Accessible and Responsive Services • Waiting Times • Flexible Appointments • Mobile Services • Local Provision • Communication & Information

9. Patient and Client Experience Good Outcomes • Service Frameworks • Quality Indicators • Satisfaction • Audit & Evaluation • Best Practice Attention to Individual Personal Needs • Diversity & Equality • Individual Interaction • Awareness • Responsiveness &Personalisation

10. Patient and Client Experience Enabling Change • Information and indicators • Strong Planning & Implementation Systems • New Service Models • Education and learning – Pre & Post Registration • Co-learning with patients, users and clients • Organisational Development • Inter-Professional Team Work • Promoting and Celebrating Good Practice • Incentivizing Improvements • Letting Go • Leadership

11. Patient and Client Experience Our Reform Programme

12. Patient and Client Experience The Contribution of the Health & Social Care Authority • Setting Direction • Commissioning • Performance Improvement • Workforce and Organisational Development • Director of Nursing & Patient Experience • Leadership, coherence and delivery