PEN Awards Webinar Series 3 of 6

#PENNA2015 #PatExp

What’s working well

in patient

experience? PEN Awards Webinar Series

29th September, 12 - 1pm

13th October, 12 - 1pm




3rd November, 12 - 1pm

#PENNA2015 #PatExp

patientexperiencenetwork.org

#PENNA2015 #PatExp

LOUISE BLUNT Head of Operations Patient Experience Network

WELCOME

What’s working well in patient experience? PEN Awards Webinar Series


#PENNA2015 #PatExp

Webinar content – 13th October 2015

Welcome and introduction

• Louise Blunt - PEN Launch of the Winning Principles and overarching

Framework

• Sue Lear - NHS Arden Commissioning Support Homeless Hospital Discharge

Programme

• Mary McKenna MBE - Captive Health Patient Connect and Staff Connect:

Innovation for the NHS

Questions


#PENNA2015 #PatExp

Welcome to the UK’s leading awards event that recognises

Patient Experience excellence

Wednesday 11 March 2015


PEN National Awards 2014

Re:thinking the experience

LET’S CELEBRATE A YEAR OF SUCCESS


#PENNA2015 #PatExp

Intention and Outlook

• Passion and determination

• The most successful initiatives are driven by an individual or team with a

firm belief in what they are doing, and the need to invest time and

money to make it happen and bring about change.

• Broadening perspectives

• A key milestone for success is supporting and educating fellow

professionals to look beyond their own situations and embrace and

adapt work going on elsewhere.

• Keeping it simple

• Making initiatives easy for people to understand and adopt is crucial.

Clear communication, posting results and evidencing improvements

encourages engagement and continuation with projects.


#PENNA2015 #PatExp

Organisational Support

• Culture

• Creating a culture where everyone is engaged in patient experience and

understands the role they have to play in improving it is vital to success.

All successful initiatives are delivered by teams, not individuals.

• Management

• Senior level support is often key to the success of a project. The best

results are seen where improving patient experience is encouraged and

prioritised by management.

• Leadership

• Clinical and senior management leadership, particularly in the form of

empowering staff to identify, develop and implement changes is key to

sustainable improvement.


#PENNA2015 #PatExp

Evidence & Impact

• Financial impact

• It is clear that positive patient experience pays dividends, and our most

successful entries demonstrate how time and financial investment in

well thought out projects can yield an excellent return.

• Building professional relationships

• Working in partnership with teams within and outside your

organisation, as well as with volunteers and other groups is key to

ensuring ongoing success in spreading and embedding positive practice.

• Spread and sustainability

• Evidencing sustainability and transferability are key to success.

Demonstrating how initiatives have been or could be adapted provides

an opportunity to share and embed successful practices.

#PENNA2015 #PatExp

Questions?







#PENNA2015 #PatExp


Homeless Hospital Discharge Programme

Celebrating Success

Sue Lear - NHS Arden Commissioning Support

@ardengem @Mazzarine80

Homeless Hospital

Discharge Programme

Sue Lear – Transformation Partner

@ardengem

A vulnerable group of patients

Six times more likely to attend A&E

Four times more likely to be admitted to hospital

Stay in hospital three times longer

70% discharged without housing or care needs being

met

Clinicians don’t want to discharge back into

homelessness

Resulting in revolving door attendances

A partnership with the third sector

We embarked on a joint Homeless Hospital Discharge programme to improve outcomes for homeless patients throughout Coventry and Warwickshire.

Our combined objective was to design and implement a scheme which would:

• improve awareness and understanding of the needs of homeless people

• facilitate access to appropriate care

• broker relationships with other voluntary and local government organisations

• minimise the likelihood of re-attendance at A&E

• ensure patients weren’t discharged back into homelessness.

The navigator, broker approach

NAVIGATOR BROKER

Part of the hospital

discharge team Community based

• Proactively identify

homeless patients

• Establish their

ongoing care needs

• Access to flexible

funds

• Housing support

and/or

accommodation

Working together, the navigators and brokers find out

what help is available and what barriers may need to be

addressed.

Delivering positive outcomes Using the broker frees up clinical time

Earlier identification of homelessness

More efficient, quicker and better planned discharge

Less likelihood of readmission

Positive feedback from hospital staff

Holistic advice to patients on the full range of support services available

Patients aren’t discharged back into homelessness or without appropriate support

A sustainable solution

Training of NHS staff to improve awareness and

understanding of homeless individuals

The skills and knowledge have been embedded

within local hospital discharge teams

The navigator/broker model can be easily

replicated in other areas of high homelessness

Strong partnership working with third sector

organisations has been developed

"It has been really great here. I mean Kath really went out of her

way for me to begin with and now I’ve got my own key worker who

is continuing the process. And I think, I have to like thank the

hospital for that, for getting the right person for the job."

By providing this group of patients with the right

support we can achieve a huge impact on both their

health and social outcomes

In summary…

We have improved outcomes for over 150 people in

a vulnerable group of patients that get little specific

attention

The approach is sustainable – it embeds skills and

knowledge into discharge teams

Thank you for listening.

Any questions?


Patient Connect and Staff Connect: Innovation for the NHS

Celebrating Success

Mary McKenna MBE - Captive Health

@CaptiveHealth @AndrewCockayne

Engaging in completely new ways

Mary McKenna is a Non-Executive Director at Captive Health. In the 2014 New Year’s Honours Mary was awarded the MBE for services to digital technology, innovation and learning. Andrew is a strategist with specialist expertise in customer insight, performance and change. He spent 10 years leading services through change as a senior manager in the NHS and in Social Care and now runs Captive Health.

Unlock savings by providing people with the information they need to make better decisions.

Better information…

36% of patients with a long-term condition, over 5.5 million people, disagree that they were given helpful information about their condition when they were first diagnosed 21% of patients, representing over 3.2 million people, disagree that they have enough information to feel confident in discussing decisions about their care with their doctor 29% of patients, over 4.4 million people, feel that their views are not taken seriously by their doctor

Better Care…

Good information and clinicians’ ability to support this make up the two pillars of the ‘House of Care’

The Five Year Forward View outlines three steps to empowering patients:

1. “Improve the information to which people have access – not only clinical advice, but also

information about their condition and history… including digital & technology strategies”

2. “Do more to support people to manage their own health – staying healthy, making informed

choices of treatment, managing conditions and avoiding complications”

3. “Increase the direct control patients have over care that is provided to them… making good

on the promise to give patients choice over where and how they receive care”

Better Outcomes…

Informed patients are better patients in terms of clinical, quality of life and even financial outcomes. Better informed patients use services, when needed, more effectively. They tend to choose less invasive interventions which are less expensive, have fewer side effects and are often safer. They possess a higher level of self-confidence, get healthier more quickly with reduced anxiety, and have a higher level of compliance with their (chosen) treatments.

www.captivehealth.co.uk/knowledge

Welcome to your

User Journey Referral

i What to

ask

? Part 1

i What to

ask

Treatment

Diagnosis

Personalised alerts triggered by event, date, geolocation or completion of survey

+ =

Unlimited surveys, data warehousing, automated reporting and more

Fully content-managed, a secure universal app for the NHS

Wanless: A fully engaged public will engender a £30bn saving for the NHS. Reduced

costs Patient

engagement

Listening to patient voice

Cultural and behaviour

change

Culture of engagement

Caring environment

Clinicians who are alert to patient feedback have greater awareness of their own performance and are likely to deliver a higher quality of care.

A reduction in sickness absence by 0.1% across the NHS could save £34,941,722 - the full time equivalent of 1,364 staff.

NHS organisations with higher levels of employee engagement have higher patient satisfaction.

Reduced staff

turnover

Staff engagement

Employee wellbeing

Resilience to change

Culture of engagement

Caring environment

Five more Tuesdays, five more webinars…

http://www.captivehealth.co.uk/webinar-2015/

Amy Maclean, Head of Patient Experience, Birmingham Women’s

NHS FT

Jo Wood, Head of Organisational Development, the Ipswich Hospital

NHS Trust

Mark Duman, Founder, Patient Information Forum

Nigel Marriott, Chartered Statistician and Data Scientist, Royal

Statistical Society Fellow

Mary McKenna MBE, Social Entrepreneur and Non-Executive Director at Captive Health






Captive Health Listening Hearing Responding

www.captivehealth.co.uk

#PENNA2015 #PatExp

Questions?







#PENNA2015 #PatExp

#PENNA2015 #PatExp

Thank you







#PENNA2015 #PatExp

#PENNA2015 #PatExp

What’s working well

in patient

experience? PEN Awards Webinar Series







#PENNA2015 #PatExp

Health & Medicine

PEN Awards Webinar Series 3 of 6