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www.patientexperiencenetwork.org
@PEN_NEWS
PEN celebrating the
achievement of Patient
Experience Excellence
patientexperiencenetwork.org
Louise Blunt
Let a thousand flowers bloom
Using the National Patient Experience
Improvement Framework:
Head of OperationsPatient Experience Network
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www.patientexperiencenetwork.org
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Areas for today
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Using the framework in practice
Using the national framework to establish how far patient experience
is embedded in leadership, culture and operational processes
Understanding the CQC Patient Experience domains
Closing the patient experience loop – providing feedback to
demonstrate responsiveness and continuous learning
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Introducing PEN
Our mission is to recognise, share and
celebrate best practice in patient
experience and to measure, embed
and sustain this for
on-going improvement.
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Introducing PEN
Recognition
and Awards
Best Practice
and Case
Studies
Networking
and
Collaboration
Accredited
Learning
Benchmarking
Thought
Leadership
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Three truths of patient experience
• Improving it isn’t easy or simple!
• It’s both the what and the how
• It can be difficult to measure well
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What does it take to improve?
• Leadership
• A strategic vision clearly and consistently communicated
• Involvement of patients and families
• Care for the caregivers through a supportive work
environment
• Systematic measurement and feedback
• Quality if the built environment
• Supportive technology
Shaller D (2007) Patient centred care, what does it take?
Cultural
Factors
Infrastructure &
Environment
Measurement
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Introducing the National Patient Experience Improvement Framework
An evidence-based framework centred around Care
Quality Commission key themes to enable board and
senior teams in providers to continuously improve the
experience of patients
Providers can use the framework to promote senior-level
discussion of the factors such as leadership and culture
that underpin an ability to improve patient experience. The
framework integrates policy guidance with the most
frequent reasons CQC gives for rating acute trusts
‘outstanding’.
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Indicators to compare your baseline for quality improvement
The following indicators have been identified to help you improve in the following
areas:
• leadership
• organisational culture
• collecting feedback — capacity and capability to effectively collect feedback
• analysis and triangulation — the use of quality intelligence systems to
make sense of feedback and to triangulate it with other quality measures
• reporting — to use patient feedback effectively by learning from it to drive
quality improvement
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CQC Inspections
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Rating by CQC Domain
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Emerging themes
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Using the framework
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The assessment tool Leadership (for patient focus)
8 Characteristics further divided into 21 suggested requirements
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The assessment tool cont’d
Repeated for:
Capacity and capability to effectively collect feedback
4 Characteristics – 13 suggested requirements
Analysis and triangulation
4 Characteristics – 8 suggested requirements
Using patient experience to drive quality improvement and
learning
4 Characteristics – 11 suggested requirements
Reporting and publication
3 Characteristics – 4 suggested requirements
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Assessment tools
Hold up a mirror and ask….Is this Good Enough?
Establish current position
It’s not about dwelling on the past but learning from it
Identify what you are aiming for – ‘if you don’t know where you are going any road will
do’
Map the steps for improvement and act on them
Make sure it’s working as expected
Communicate – in a way the audience understands
Learn from others (ask PEN for examples!)
Plan Do Check Act
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PENNA 2018
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Other useful resources
The following resources may be useful:
Benchmarking
• PexCheck (PEN)
• Ipsos Mori
• Institute of Customer Service
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Other useful resources -ICS Model for World Class Service
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Other useful resources
The following resources may be useful:
Standards
• NICE
• Macmillan
Other
• Patient Experience Headline tool
• PEN – Case studies (PENNA) and newsletter
• ALWAYS events
• Heartbeat – Language of Caring
• Patient Experience Library
• NQB
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Maya Angelou
“I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
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Thank you!
To find out more please contact:
Louise Blunt
+44 (0)7811 386632
r.evans@patientexperiencenetwork.org
@PEN_NEWS #PatExp
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