“Harnessing the collective power of our staff

to radically transform patient care”

HEALTHCARE ADVISORY

ADVISORY

Whole Hospital Change Programme

Emergency Department: “Change For You”

Introduction to the Emergency Department Change Programme

The Whole Hospital Change programme

Creating a vision for the future

Links to our “Values and Behaviours”

What you can expect from the programme

What we need from you

Overview of the project

Why we need to change

Mission: Deliver caring, safe and thoughtful healthcare

Vision: Best acute teaching Trust by 2016

Nationally and internationally respected for excellent patient care

Zero tolerance for patient harm

Motivated and passionate staff

We will provide best value for money

Together we will make our community a healthier place

Resource and implement a far reaching, bold, ambitious Trust wide change programme to help fulfil NUH’s potential for patients,

their carers and staff

Whole hospital change programme will help us be the best acute teaching Trust by 2016…

Preparing for our future …

International evidence shows that delivering best possible care through the most efficient (lean) processes, delivers excellent patient and staff outcomes, alongside financial efficiency

We will be prepared for stormy waters ahead in a challenging economic climate

It is possible to work in different ways which will improve patient care, clinical outcomes staff satisfaction and deliver value for money

We can build on good progress over the last few years to the benefit of our patients and staff

Results for patients and staff can be consistently excellent

Patient Experience

Excellent Clinical Care & outcomes

Value for Money

Staff Satisfaction

The futureFor patients – to experience a

safe, thoughtful, caring service, which delivers consistently excellent care

For staff – fulfilment, joy and pride in work, job satisfaction, opportunities to develop and thrive

Processes - effective and efficient, to support staff in providing excellent patient care.

ED Change project - This is for us all to deliver

Andrew – needs to be drawn with more ‘movement’ – between the current and the future, with staff eng and pt involvement as a key part of the ‘journey’

.

Staff Engagement

& Involvement

Patient

Involvement

NowStaff

frustrated

reactive/fire fighting

feel disempowered

Patients

experience delays

multiple handoffs

complaints about service

Performance

Results have been achieved by the hard work, commitment and dedication of staff - in spite of current processes – and is still variable

Supports the delivery of our shared values…

Values: thoughtful patient care

Caring and helpful• Polite, respect individuals, thoughtful, welcoming

• Helpful, kind, supportive, don’t wait to be asked

• Listening, informing, communicating

Safe and vigilant• Clean hands and hospital so patients are safe

• Professional, ensure patients feel safe

• Honest, will speak up if needed, to stay safe

Clinically excellent• Best outcomes through evidence-led clinical care

• Compassionate, gentle, see whole person

• Value patients’ time to minimise waiting

Values: continuous improvement

Accountable and reliable• Reliable and happy to be measured

• Appreciative of the contributions of others

• Effective and supportive team-working

Best use of time & resources• Simplify processes, to find more time to care

• Eliminating waste, investing for patients

• Making best use of every pound we spend

Innovation for patients• Empowered to act on patient feedback

• Research and evidence-led improvement

• Teaching the next generation

Patients at the Heart“Here for you”

Programme Management

You will know what you

have to do and by when

Education

You will be trained in the

skills you need You will see the

proven continual

improvements

Staff Engagement

You will be fully involved

Opportunities to Lead

Project Group and

work streams

Development of new ways of working

Transfer of knowledge and skills

Have your say in creating a new vision

To be informed, engaged, involved

Supported by KM&T

First project of

the WHCP

Project Lead from ED

Improvement of systems and processes

Regular staff-led reviews

Informal learning

opportunities

Formal training

What will the programme look and feel like?

What do we need from you?

We need to harness the creativity and vitality of the whole department

Your energy, talents and flair!

To take advantage of opportunities to gain new knowledge and skills

To get engaged, involved, immersed in the project at a level which suits you

Create a

culture of continuous

improvement

Phase 3: Rollout

Longer term improvements across the whole department Measure success against new indicators aligned to clinical outcomes, value for money, patient safety and experiences

ED Change Programme will be delivered in phases

Phase 2: Trial

Trial and review of new ideas, systems and processes

Discovery Phase (8 weeks)

Staff engagementGenerate new ideas for change Create a new and exciting vision for the futureIdentify opportunities for improvement Training in change, lean & improvement techniques

Nine month partnership with KM&T

This is all built around 6 key performance indicators

Success will be measured through

effective performancemanagement

Clinical outcomes

Patient experience

Research

Value for money

StaffSatisfaction

Teaching &education

Measuring Success…

The key measures for success will be

decided by staff, with input from patients

Who’s Who (so far…)

• Amber Bristow – appointed as project lead for the department

• Demas and Trevor – will provide clinical leadership for the project

• Kate Pound and Pete Allsopp will continue their input as service improvement facilitators

• Liz Williamson – Associate Director of the Whole Hospital Change Programme will act as project director

• Simon Bricknell – from KM&T will provide project management and improvement skills training

• Our patients and staff deserve nothing less than the best

• We can all add significant value to the “front door” experiences of our patients and staff

• Reinforcing through actions, rather than words, that “we are here for you”

• Caring, safe and thoughtful services for all of our patients, all of the time

Why we need to make this happen: