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6Cs at the Heart of
Care
Jane Cummings
Chief Nursing
Officer England
8th October 2014
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My journey……..
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The future is in our hands…
Proud to Care The NHS belongs to us all. It is there to improve our health and well-being, support us to keep mentally and physically well, to get better when we are ill and, when we cannot fully recover, to stay as well as we can to the end of our lives.
It works at the limits of science - bringing the highest levels of human knowledge and skill to save lives and improve health.
It touches our lives at times of basic human need, when care and compassion are what matter most.”
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Compassionate care
Care
Compassion
Courage
Commitment
Competence
Communication
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Example of how you might use 6Cs
Courtesy of: www.sthk.nhs.uk – Spring 2014 newsletter
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A
Management
and
Teamwork
B
Staff
Satisfaction
C
Staff Health
and wellbeing
A
Clinical
Quality
B
Patient
Experience
C
Productivity
Quality
and Costs
of Care
Staff
Engagement
Staff Satisfaction = Improved Patient
Satisfaction and Care
Point of Care 2014
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The Journey so far…
9
• Compassion in Practice
• Delivering the 6Cs
• Transforming Nursing for Community and Primary Care
• Call to Action
• Nursing Technology Fund
• Staffing Guidance Published
• Safety Website
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Future Challenges…
10
• Saving up to 6,000 lives
• National Patient Safety
Collaboratives
Programme
• National Safety
Fellowship
• SAFE
• Sign up to Safety
• Learning Disability
Safety Tool
• Patient Safety Alerting
System – redesigned &
re-launched Jan 2014
• Never Events Published
Monthly
• NHS Safety
Thermometers
Published
• Patient Safety Data
Published on NHS
Choices
Delivery So Far…
Patient Safety
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• Over 400,000 NHS patients completed the FFT
survey in first 3 months
• Specialist hospitals tend to have higher scores for
inpatient services
• FFT by GP – 1st December 2014
• FFT by Community & MH Services - 1st April 2015
Patient Experience - FFT
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Patient Experience
• Nutrition and hydration in the next VOICES survey
• Disability measures going into PLACE
• Commissioned the Patient Experience Network
Maternity Report
• Listening – holding several events nationally to
ensure vulnerable patients and their carers are
listened to
• Acting – feedback is being acted upon and
changes made
• Improving – ambitions set by NHS
• Confidence – building relationships over time to
gain patients trust
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Source: Patient Experience Academy
“Patient Experience is how we intersect
with the health care system – how it
should serve us rather than how we are
fitting into its construct. It is about
looking through the patients’ eye at
each step and understanding how to
make the patient more comfortable in
the health care setting”
Through the Eyes of Others
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We are all the patient experience
Source: Sven-Ofaf Husmark, Qmatic Blog - May 2014
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Challenges will Exist…
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Future Challenges…
The White Snowy
Peaks of the NHS
Parity of
Esteem
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The Importance
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To Inspire
To Engage
To Inform
To Reflect
To Share
To be Challenged
To be Supported
To Lead
To Learn
To Connect
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Making the Difference Together
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Making the Difference –
6Cs in Action: Celebrating
Excellence (September)
Reducing
patient
seclusion in
forensic
services
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Championing the 6Cs
The Vision
Practice
Sharing
Examples
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6Cs Across Professions
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@EDdocUK)
22/04/2014 10:16 pm
Honoured to be invited to be first
@CaremakersUK doctor at
@heartofengland.
@JaneMCummings
6Cs Across Boundaries
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High quality care for all, now and
for future generations
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‘If you’d asked me the most
important quality of a doctor, I
would have said competence.
When I became a patient I
soon realised how important
compassionate attributes in
the people looking after me
were’
Dr. Kate Granger
“see me, not just my disease”
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Questions
