“Patients at the heart”: from rhetoric to reality

Jeremy Taylor

14 June 2013

The language

• Patients first and foremost....

• Putting patients first......

• Patients at the heart........

• Empowerment...

• Personalisation....

• PPI.....

People not patients

Patients as citizens

“The NHS belongs to the people. It is there to improve our health and wellbeing, supporting us to keep mentally and physically well, to get better when we are ill and, when we cannot fully recover, to stay as well as we can to the end of our lives. It works at the limits of science – bringing the highest levels of human knowledge and skill to save lives and improve health. It touches our lives at times of basic human need, when care and compassion are what matter most.”

“Everyone has the right to a standard of living adequate for the health and well-being of himself and of his family, including food, clothing, housing and medical care and necessary social services, and the right to security in the event of unemployment, sickness, disability, widowhood, old age or other lack of livelihood in circumstances beyond his control.”

Patients as partners

“And this woman said to me, she said, can you

do that? I said what? She said can you say no

to the doctor? Can you tell him? I said of

course you can! And this other one said no! No

surely not! I said yes, you can, you can say no

to a doctor”.

Patients as managers of

their health

Person centred coordinated care

“I can plan my care with people who

work together to understand me and my

carer(s), allow me control,

and bring together services

to achieve the outcomes important to

me.”

Overarching

summary – service

user perspective

Information

My goals/outcomes

Communication Decision making

Care planning

Transitions

Summary

Patients as consumers

The right to satisfaction of basic needs - To have access to basic,

essential goods and services: adequate food, clothing, shelter, health care,

education, public utilities, water and sanitation.

The right to safety - To be protected against products, production

processes and services that are hazardous to health or life.

The right to be informed - To be given the facts needed to make an

informed choice, and to be protected against dishonest or misleading

advertising and labelling.

The right to choose - To be able to select from a range of products and

services, offered at competitive prices with an assurance of satisfactory

quality.

The right to be heard - To have consumer interests represented in the

making and execution of government policy, and in the development of

products and services.

The right to redress - To receive a fair settlement of just claims, including

compensation for misrepresentation, shoddy goods or unsatisfactory

services.

The right to consumer education - To acquire knowledge and skills

needed to make informed, confident choices about goods and services,

while being aware of basic consumer rights and responsibilities and how to

act on them.

The right to a healthy environment -To live and work in an environment

that is non-threatening to the well-being of present and future generations.

patients as leaders

“One new concept – patients as leaders – is beginning to gain popularity in the voluntary and community sector. It is perhaps a deliberately provocative notion, the very antithesis of the old-fashioned view of patients as supplicants. The aim is to give ‘teeth and meaning’ to the often vague concept of public involvement (National Voices 2012), enabling patients to help frontline teams redesign services according to patients’ needs”

Patients at the heart

Patients as people: not just compassion

Patients as citizens: not just healthcare

Patients as partners and care managers: not just informed consent

Patients as customers: not just “choice” and “Friends and Family” and “listening”

Patients as leaders: not just “reps”

Not just patients

Thanks for listening!

• www.nationalvoices.org.uk

• Twitter: @NVTweeting

@JeremyTaylorNV