Changing behaviourChanging culture

Emma Rowse

Our shared purpose

Supporting people to live the life they want to the best of their ability

Ingredients

• Guided conversation • Voluntary sector coordination • Volunteer networks• Understanding what the community has to offer• GP leadership and ownership• Practitioners co-designing their solutions• Supporting our mavericks

The Living Well team

Living Well coordinator:

• Whole person supported guided conversation

• Care and support planning• Practitioner liaison• Coordination and managing

volunteer support• Brokerage• Building social networks

Living Well coordinator

Living Well Coordinator

Connector

CoachCritical friend

Living well volunteers

Judy is a volunteer who was part of

Newquay Pathfinder.

What about the rest…

Supporting people to

live the lives they want

Leaders

Information governance leads

Performance/information leadsHR leads

Commissioners

What we did

TrustShared purpose

Shared space

Shared skills

Shared support

Shared design

Shared language

Shared impact

Shared stories

What we learnt

• The importance of language • Co-design = co-ownership• Celebrate bravery and risk taking• GP buy in makes a difference• Build trust and relationships• Infiltrate don’t implement• The power of emotional connection• Focus on individual behaviour change• Practitioners are people too

Our impact

Wellbeing • Mental wellbeing +20%

Practitioners experience• 73% of practitioners feel Living Well can support people

well to live the lives they want• 70% of practitioners feel there has been a positive

change in communication levels 

Financial • A&E attendances -26.7%• Non elective emergency admissions -37.4%• Primary care +12.7%

Changes in Practice

‘This has opened up a whole new opportunity for new ways of working within the NHS…… as a health team we have benefited from the involvement of the volunteers…. This has been educational where I thought patients dependency would naturally increase… with a little input we have seen dependency decrease’

Dr Anderson Newquay

Changes in Practice

‘The PIP workers help people to manage their own conditions in their own home and prevent hospital admissions…. We are getting new ideas, learning and developing as district nurses’

Lucy Clement – District Nurse Team Leader

“Having the LWC present has been an asset to the ward team. They have helped ‘smooth the bumps’ out of the discharge process. For example when an OT went sick and it took two of them to deliver equipment, a volunteer was organised to help potentially saving 2 days length of stay. They are regarded as part of the team by the MDT and have a positive influence on the quality of our discharges and well being of the person. They also help advising relatives and carers on available support/ respite in the community and the financial benefits they are entitled to.” Tina Elliott, Ward Sister, Medical 1, West Cornwall Hospital

Our best lesson

“I’m treated like a human being

again, not just a poor worn out old thing in a chair.”

Annie

Discussion

1. What are the key behavioral/cultural changes you need to make in your partnership/organisation?

2. What is working well in your partnership/organisation to change attitudes and behaviour?

3. What single thing will you do differently after today to change attitudes and behaviour in your partnership/organisation (if anything)?