Welcome to the Partners In Care Webex 9 – 15 th January 2013 Learning from colleagues and

© NHS Institute for Innovation and Improvement, 2012© NHS Institute for Innovation and Improvement, 2012

Welcome to the Partners In Care

Webex 9 – 15th January 2013

Learning from colleagues

and

New Year Resolutions

We will start at 8am

@LynneMaher1

© NHS Institute for Innovation and Improvement, 2012

Agenda• Welcome• Next two Webex Dates

– Wednesday 13th February 8am- Share the Love and Examples From Participants

– Friday 8th March 8am -From Start to Finish & Fond Farewells

• Reminder - workbook review dates –6th to 8th February 2013

• Partners in Care review• Sharing- from Partners In Care Projects• Sharing – a paper and a book• Time for questions


Evaluation/Review of the Program so far• Thank you to everyone who took part in the review and to Annette

Neath for her help with the review and for developing the report.

• Review data have been captured through four different methods: – review of web seminar recordings;– review of the 22 (out of potentially 31) workbooks that had

been completed– twelve telephone interviews with programme participants and – an online survey sent out to all participants. Twenty nine (out

of a potential total of 62) survey questionnaires were returned.


Partners in Care - review

• The majority of survey respondents describe their current situation as ‘actively participating in the ebd learning programme’ and their projects are either ‘progressing well’ (11) or ‘progressing slowly’ (15).

• Three are still actively participating in the learning although their projects are temporarily on hold.

• Five teams have withdrawn from the programme, mainly as result of time constraints, un anticipated change in personal circumstances or lack of resources to complete the ebd work.



• Twenty seven (out of 29) rated their overall experience of the ebd programme as ‘excellent’ or ‘good’ and the majority thought the ebd masterclass, ideas and concepts included in the programme, and quality of supporting materials are ‘excellent’ or ‘good’.

• Participation in the web seminars has been high and these are also viewed as ‘excellent’ or ‘good’. The most highly rated and most enjoyable web seminars were those on driver diagrams, sustainability and three seminars when participants shared their experiences with the entire group.



• Fifteen survey respondents have experienced technical difficulties in joining the web seminars, although on the whole, these have been resolved . There is also reports of poor sound quality at times.

• Almost all survey respondents found the workbook questions either ‘very relevant’ or ‘somewhat relevant’ to their own project. The majority found them ‘quite challenging’ to complete. Feedback about workbook completion included comments about its length and format, repetitive questions and underestimating the time required to complete it.

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Partners in Care- review

Positive feedback

Senior leaders engaged and helpful

Staff supportive

Consumers very helpful

The amount of time dedicated at the beginning really helped later in the project

Lots of new knowledge gained

Positive experience of working closely with consumers

Challenges faced

Senior leaders difficult to engage

Staff resistance and cynicism

Consumers helpful but at times unable to identify enough time

Ability to identify enough time

Can feel overwhelmed at times


Questions/commentsQuestions/comments


Sharing – Shamim Chagani, Charge Nurse Manager, Manukau Surgery Centre

Manukau Surgery Centre - 2

Elective Surgical Ward

Elective Surgeries

Bowels – APR, Colectomy, Ostomy etc. Gastrectomy/ lap sleeves Minor – hernia/ lap choleys etc. Vascular- VV Gynae- TAH, Cystectomies etc. ORL – Elective & Acute Breast Pancreatectomy, Liver

Process - experience

Capturing Understanding Identified themes

Capturing

Process/ Experience

Understanding

Identifying themes

Capturing

Patient Journey

Information Waiting Going to theatre Recovery/ ward Checks up Leaving

Questionnaire

How did you feel?

Circle the words that best describe your feelings at each stage, or write your own words below.

Why?

We’d like to know why you felt like this. Was it friendly staff, a nice conversation, or a long wait?

This experience questionnaire will help you think about how you feel at different stages in your journey.

Patient Journey Board - Pre

Patient Journey Board - Post

Patient Journey

Information Waiting Going to theatre Recovery/ ward Checks up Leaving

Learning……..

What's from here?


Questions/commentsQuestions/comments


Launched in England: Friends and Family Test.....

• The FFT will require trusts to poll all patients within 48 hours asking if they would recommend a particular accident and emergency department or ward to their friends and family.

• The Test consists of a simple question: ‘How likely are you to recommend our ward / department to friends and family if they needed similar care or treatment?’ with a six point scale answer ranging from extremely unlikely to extremely likely.

• Answers will be made public so that everyone has a clear idea of which hospitals are providing the best care.

• Next areas to use the test will be: GP surgeries, district nursing and community hospitals

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Friends and Family Test

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A new paper can be found in BMJ Open.......

A systematic review of evidence on the links between patient experience and clinical safety and effectiveness

Doyle C, Lennox L, Bell D.

BMJ Open 2013

http://bmjopen.bmj.com

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Key Messages:

Patient experience is consistently positively associated with patient safety and clinical effectiveness.

Patient experience is positively associated with adherence to recommended medication and treatments; use of preventative care such as use of screening services and immunisations;

This study supports the argument that patient experience, clinical effectiveness and patient safety are linked and should be looked at as a group.

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An older paper but may be interesting

Wolstenholme D, Cobb M, Bowen S, Wright P and Dearden A (2010)

‘Design-Led Service Improvement for Older People.’ Australasian Medical Journal, vol 3, no 8, pp 465-470

EBD was used as the approach for improving outpatient services in Sheffield. Through using this methodology the project revealed “an outpatient service extends beyond both the clinical encounter and the physical extent of the building.” Outcomes delivered operated “at many levels including individuals, systems and strategy”.

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For those who like reading

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Written by Jennifer Fazackerly this story chronicles he one-year period of her husband Rob ( who was a physiotherapist ) sickness from two weeks after diagnosed until the day he died . This is achieved through story telling and through Email exchanges between Jennifer and two health care support colleagues. Who are co-authors

www.juststay.ca

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New Year Resolution

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Loose weightDo more exerciseSpend more time with familyTravel

Work more closely with consumers to:CaptureUnderstandImproveMeasure The impact of Experience based design for health services

AND

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Are there any final Are there any final Questions/commentsQuestions/comments

Thank you

Documents

Welcome to the Partners In Care Webex 9 – 15 th January 2013 Learning from colleagues and