Experience Led Care Presentation Linked In

Our journey to the end of my life

“Walk in my shoes”

Thought for the day

“...So often, the most important lesson doesn't actually involve new or better procedures...the real failure is a failure to think imaginatively about what it is we are engaged in....”

Adapted from Rev Dr Alan Billings, Radio 4, 08 March 2010

What is purpose of ELC?To improve quality (specifically patient experience) by supporting managers, clinicians and staff to:

• Think imaginatively about what they are engaged in• Connect emotionally with the process

• Unite around a common vision of desired patient experience

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What is ELC?The systematic use of robust patient experience insights across care management and commissioning to inform:

How ELC works• Gather robust data about patient experience• Develop change management tools combining techniques from: marketing and communications, Neuro Linguisitic Programming (NLP), social movement theory, organisational development, Experience Based Design (EBD)• Engage hearts and minds across the health economy• Drive cultural and behavioural change

Foundations of the ELC approach • A rigorous understanding of usual and ideal patient experience • New tools and approaches that connect policy makers, managers, clinicians and staff with patient experience over time• New concepts and approaches to patient engagement and involvement

• Talkative, engaged patient support networks and communities

• Passion for change and improvement

Prerequisites for success• Passion• Credible patient experience insights• A culture that:

values emotional and clinical needs embraces innovation is based on partnership working

• Capacity and willingness to change• Competent, appropriately resourced change agents • Performance management based on patient experience (both qualitative and quantitative measures)

University of Oxford Health Experience Research Unit

Our partners in development of ELC

www.healthtalkonline.org

Our quality assured management tools • Trigger videos

• ELC commissioners analysis and recommendations • Fine detail ‘walk in my shoes’ mind map• Simple ‘walk in my shoes’ journeys• ‘People like us’ profiles (staff and patients)• ‘Walk in my shoes’ rapport building and EBD • engagement workshops• ‘Walk in my shoes’ service experience measurement aids: flash cards; real time journeys• Experience improvement coaching programme for change agents• Implementation support materials and services

Co-designed process tools (End of Life care) • ELC Live4life icon/badge and fast track system• ELC Connect4 life network (built on secret Face Book group)• ELC change agent education and development programme

How ‘Traditional Commissioning’ views care: clinical touch points

How Experience Led Commissioning views care: emotional touch points

Touchstones of end of life care

sensitivity

Being special

Kindness

Caring

understanding

Free of pain

Peace and dignity

Control

normality

My daily life challenges

shopping

Getting about

benefits

Tax, pension, and legal stuff

Cleaning and cooking

Being pain free

My dreams

Will

I often think about…

What’s on my mind?

• The future I will not have•Where I would like to die• Whom I want to be with• My dignity• My pain

• The practical stuff (especially

money)• My carer’s well being

What are the next steps in ELC development?

• Final Report to SHA/DH• Present proof of concept work with DH

• Beta-test ELC end of life care tools with Wallasey Health Alliance• Publicise findings (National, SHA, local)• Join up with clinical commissioning, performance management, quality policy agendas• Expand ELC to other disease areas with talkative innovators

How can we work together?