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How to improve patient
experience
Andy Williamson
Kidney transplant patient
Some things are simple and „human‟.
Some need a bit more organisation
and, perhaps, investment.
Empowerment
Shared decision-making
Co-production
The 5 As
The 6 Cs
Self-management
Communication
EducationExpert Patients
Peer support
Social media
What‟s behind them all?
How can I help you to
Avoid feeling helpless?
(In my experience)
It can be as simple as…
• Getting dressed,
getting out of bed and
nipping out for a paper.(I stopped feeling like an ill person)
• Being told what‟s going to happen next
and, roughly, when.
Renal Patient View
www.renalpatientview.org (from The Renal Association www.renal.org/rixg )
The KPG Forum
www.kidneypatientguide.org.uk/newBB/viewforum.php?f=2 or bit.ly/kpgforum
Communication – specific
• Everyone should have a clinical
point-of-contact, appropriate to their
situation, accessible by email, phone, text,
in person.
• Every specialty should be able to
recommend sources of interactive
information (helplines, online, local, other
patients).
Communication – more general
Start a conversation…
• Good newspapers now have a “Readers‟
Editor”; perhaps a good hospital/GP
surgery should have a “Patients‟ Advocate”
– to whom niggles, minor complaints,
questions and suggestions could be sent,
with the answers circulated widely.
And when something goes wrong…
• Duty of Candour
Robbie‟s Law?
• American example:
“Saying sorry reduced our legal costs.”