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How meaningful public-patient engagement can improve decision-makingChair: James Munro, Fellow Director, Patient Opinion and Director of Research and InformaticsLorraine Denoris, Director, Public Engagement Agency Michelle McLoughlin, Chief Nurse, Birmingham Children’s Hospital NHS Foundation Trust Maeve Hully, Chief Executive, Patient & Client Council
How meaningful public-patient engagement can improve decision-makingLorraine DenorisDirector, Public Engagement Agency
How meaningful public & patient engagement can improve decision making
Michelle McLoughlinChief Nurse, Birmingham Children’s Hospital
Listening to children, young people and families
Shadowing
Friends & Family Test
And much more!
Patient and family
feedback app
Patient stories
Young Person’s Advisory Group (YPAG)
Surveys
Focus groups
Mystery Shoppers
Patient experience walkabouts
Graffiti walls & creative
arts
Face to face feedback
Texts
Feedback cards
Getting feedback on our feedback
How do I know you’ve read my
comment?
I never get a response when I fill in a feedback card
You could use twitter or
facebook and if you had an App that would be
amazing!
Paper feedback cards are a bit old fashioned – cant
we use our phones?
Paper feedback cards are a bit old fashioned –cant we use our
phones?
What action have you taken?
Children, young people and families
Paper feedback cards are a bit old fashioned –cant we use our
phones?
Traditional methods can be slow in getting back to our
ward/dept so we can’t respond as quickly as we
would like to
We want to be able to send a message back to tell patients and families what we’ve done in response to their feedback
We want to be open and transparent
and share the feedback and our
responses with other patients and
families
Staff
Results so far
450+ messages so
far across
50 areas
100% response rate
Approx 80%positive & 20%need to improve
Local ownership of
feedback on wards and full
support of staff
Manyconstructive
comments have resulted in
change
Support from across the
NHS in the concept
Patient Experience Database
Our hospital experience was made so much better by the
wonderful staff who looked after me and my daughter on Ward 5 :) Only wish the location of the
hospital with proper parking was better :( Btw, the lock on the
visitors toilet gets stuck, I nearly got locked in!! ;)
How meaningful public-patient engagement can improve decision-makingMaeve HullyChief Executive, Patient & Client Council
How Meaningful Public Engagement can Improve Decision MakingNHS Confederation Annual Conference 2013
Maeve HullyChief Executive
The ingredients for involvement:
Involvement
Trust
Opportunity
Information
Leadership
Legislation and Statutory Duties
The Patient and Client Council has four main duties. They are to:• Listen and act on people’s views
• Encourage people to get involved
• Help people make a complaint
• Promote advice and information
• Active Engagement
• Membership Scheme
• Research and Evidence
• Complaints
Meaningful Involvement
Membership Scheme – 10,000 members
Research and Evidence• Gathering evidence
• Consultation
• Service user as researcher
• Social Media
Making a Difference
• PopulationTYC leafletPeoples Priorities
• GroupCancer PatientsRare Diseases
• IndividualComplaints
