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#PENNA2015 #PatExp
What’s working well in patient experience?PEN Awards Webinar Series
13th October, 12 - 1pm20th October, 12 - 1pm27th October, 12 - 1pm3rd November, 12 - 1pm
#PENNA2015 #PatExp
patientexperiencenetwork.org
#PENNA2015 #PatExp
RUTH EVANSManaging Director Patient Experience Network
WELCOME
What’s working well in patientexperience?PEN Awards Webinar Series
patientexperiencenetwork.org
#PENNA2015 #PatExp
Webinar content – 6th October 2015
Welcome and introduction
• Ruth Evans - PEN Launch of the Winning Principles and overarching Framework
• Samina Allie - Black Country Partnerships NHS Foundation Trust Digital story telling workshops – Innovative use of Technology/ Social
Media
•Lesley Goodburn - Midlands and Lancashire CSU Using insight across a health system to improve care - Commissioning for patient experience
•Rachel White - NHS England What's the story with storytelling within the NHS – Strengthening the Foundation
Questions
patientexperiencenetwork.org
#PENNA2015 #PatExp
Welcome to the UK’s leading awards event that recognises Patient Experience excellence
Wednesday 11 March 2015
patientexperiencenetwork.org
PEN National Awards 2014
Re:thinking the experience
LET’S CELEBRATE A YEAR OF SUCCESS
patientexperiencenetwork.org
#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.
patientexperiencenetwork.org
#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.
patientexperiencenetwork.org
#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?
13th October, 12 - 1pm6th October, 12 - 1pm20th October, 12 - 1pm27th October, 12 - 1pm3rd November, 12 - 1pm
#PENNA2015 #PatExp
patientexperiencenetwork.org
Digital story telling workshops
Celebrating Success
Samina Allie - Black Country Partnerships NHS Foundation Trust
@BCPFT
The Digital Story Telling Project
Presented by Samina Allie CPsychol AFBPsS Chartered Principal Counselling Psychologist Black Country Partnership Foundation Trust
‘The best way to teach people is by telling a story’ Kenneth
Blanchard• Pressures on staff
First Phase• Narrative project (Whittall, S. & Allie,
S. (2011) )
Second Phase• Digital Story Telling Project
Referral Criteria
• Clients should be of no risk to selves or others
• Group was open to 3 acute wards and Crisis/Home Treatment Team
Rationale and Context
Benefits and Evidence base• Improve communication skills and develop
interpersonal skills such as teamwork, critical thought, interpretation of data, analysis of texts and images, synthesis and self-evaluation.
• Increase participant confidence • Offer a forum for the discussion and
dissemination of individual experiences • Increase literacy, visual and computer skills• Create a level of objectivity for the
participant which give the opportunity for personal circumstances to be seen in a more detached light
• A powerful advocacy tool• Opportunity to see their own words grow
into a completed broadcast quality movie• Create meaning from experience by building
connections with prior knowledge• Great fun!
• Stories for change: http://storiesforchange.net
• Capture wales: www.bbc.co.uk/wales/capturewales
• Patient Voices :www.patientvoices.org.uk
Timescale/Planning
• Multistory: Obtained funding
• Small window to initiate develop and implement and evaluate the project
Structure
Story Circle
Workshops
Showcase
Impact & Results achieved
Comments from Clients
• “It’s to tell the world even if we have a mental health problem, we can still tell stories, we are still people. I still have my sense of humour, I’m strong, and I want to preserve nature”
• “We’d be encouraged to create our own story but it would allow us to do more than this. We’d learn to use a program and use digital equipment”.
• “To help other people if they read my story it might help them. They can’t give up; there is a light at the end of the tunnel. I feel there is life now.”
AchievementsIt provided patients with the opportunity to:
• Tell their stories in a therapeutic environment
• Self reflect on their journey so far
• Helped them think about coping strategies
It gave the hospital an opportunity to:
• Improve service user involvement
• Listen to their experiences and reflect on our practice
• Use the information to further the work already identified in Star Wards, satisfaction surveys and community meetings.
• Provided a resource to develop awareness and training
Future Plans
• Looking at continuing to strengthen relationships with Multi story.
• Always looking at other
creative means to engage patients so that they feel heard.
• To continue to utilise stories as a resource
• Training/ Development of staff
• Develop awarenesshttp://www.bcpft.nhs.uk/services/creative-projects-gallery/76-creative-projects-and-artwork/235-2011-digital-story-telling-project-mh-adult-inpatient-care
References/Further ReadingDigital story telling project (Narrative project Allie (2011): http://www.bcpft.nhs.uk/services/creative-projects-gallery/76-creative-projects-and-artwork/235-2011-digital-story-telling-project-mh-adult-inpatient-care
Duncan, A., Fialko, L., Rowe, A. Samson, G. & Duncan et al, SJ. (2005). Helping Patients to Write Their Own Account of Their Admission to Hospital: How Do They Respond and Can Nursing Staff Help? Proceedings of the British Psychological Society, 13, 170.
McIntyre, K., Farrell M. and Savi, A. et al (1989). Inpatient Psychiatric Care: The Patient’s View. British Journal of Medical Psychology, 62, 249-255
Mehl-Madrona, M. (2007). Introducing Narrative Practices in a Locked, Inpatient Psychiatric Unit. The Permanente Journal, 11(4), 12-20
National Collaborating Centre for Mental Health (2002). Schizophrenia: Full national clinical guideline on core interventions in primary and secondary care. National Institute for Clinical Excellence, London.
NHS (2010). Institute for Innovation and Improvement. Available from: http://www.institute.nhs.uk/quality_and_value/productivity_series/productive_ward.html
Whittall, S. and Allie, S. (2011) Using Narratives on an Acute Psychiatric Ward. Counselling Psychology Review, Vol. 26, No. 3, September 2011.
patientexperiencenetwork.org
Using insight across a health system to improve care
Celebrating Success
Lesley Goodburn - Midlands and Lancashire CSU
@lgoodbu @MLCSU
03/05/2023
Insight and Involvement Lesley Goodburn Service Partner – Insight and Involvement
20Midlands and Lancashire CSUwww.midlandsandlancashirecsu.nhs.uk
Insight and Involvement the Journey so Far
Strategy
Patients, Carers and the Public
Access and Waiting
Clean comfortable place to be
Safe high quality care
Building closer relationships
Better info more choice
Miscellaneous
Domains of patient experience
Community Providers
Acute Providers Mental Health
Providers
Independent Providers
Voluntary Sector Providers
NHS England Area Team
CSU
Patient Experience Social media, media, complaints, PALS, workshops, surveys – any feedback
Clinical Effectiveness GP concerns about secondary care and secondary care concerns about GP services
Safety - Incidents in primary care
Quality
Implementation and Roll Out
Completed Implementation • 9 CCGS and 350 GP
practices in Staffordshire. Shropshire, Telford and Herefordshire
• 3 CCGs in Lancashire and 88 GP practices
• NHS England Staffordshire and Shropshire Local Area team
• Out of Hours providers – Lancashire
• Condition support groups Staffordshire
Planned Implementation • Health and Well Being Board in Staffordshire inc
HealthWatch• 4 CCGs in Lancashire and 250+ GP practices • CCGs in Central midlands and GP practices • Condition support and voluntary sector groups• Care Homes • Discussions about provider implementations
across a health economy
Results• 98% of events rated as severe and above have had follow up action • All events and feedback are reviewed within 30 days • All data is shared across health economies 1200 active users of the system• Over 600 hours per year reviewing the data and setting actions across the
CCGs• Data is review at quality subcommittee and formally reported to the CCG
board for primary and secondary care • 68% of cases that require action have an action formally recorded • 181 GP practices trained • Over 350 GP practice staff trained • Over 600 members of staff at CCGs trained • Over 150 CSU staff trained • Over 50 NHS England staff trained • Regular qrtly reporting for 12 CCGS by theme and trends • Over 300 individual real-time dashboards and reports • Top ten themes and trend identified
Results• New system to inform practices when a patient dies in hospital • Changes to referral system for CAHMS • Contract review for WMAS to deal with suspected fractures • Use of locum radiographers to clear backlogs on imaging • Improved discharge reports and communications • Full clinical review of district nursing services • Review of the falls service• Themes and trends feeding into communications and engagement strategy • Review of coding in radiology and pathway • Improvements to the paediatric discharge pathway • Improvements to confidentiality and training on information governance • Plain film reporting has been improved • Standardised format for discharge summaries• Improvements to scripts for 111 service • Contract reviews of 111 and radiography service • Assurance measures for ophthalmology service • Adult protection and safeguarding referrals
patientexperiencenetwork.org
What's the story with storytelling within the NHS
Celebrating Success
Rachel White - NHS England
@ NHSEngland @Rachel3White
www.england.nhs.uk
What’s the story?
Strengthening the foundation: Storytelling
in the NHS (Midlands and East)
NHS England
6th October 2015
www.england.nhs.uk
http://mikequah-arthinks.blogspot.co.uk/2011/08/artists-of-altamira.htmlhttp://www.rocketwatcher.com/blog/2009/02/the-importance-of-storytelling-in-marketing.html
www.demotix.com-
Every picture tells a story & every story paints a picture
www.england.nhs.uk
Huffington Post 2015
Sawubona - I see you
"I see your personality. I see your humanity. I see your dignity and respect.“
www.england.nhs.uk
Why did we evaluate?
NHS Midlands and East Ambition o Patient Revolutiono Review
NHS Changes - Legacy considerations National drivers and imperatives
www.england.nhs.uk
• Storytelling process: Associated outcomes • Distributed leadership model• Codesign• Realist Evaluation • Action Learning• Primary and Secondary data sources • Sharing the learning• Systems thinking: Influencing change
Approach
www.england.nhs.uk
Pawson and Tilley 2004
Asks not, ‘what works?’ or ‘does this programme work?’
but asks instead what works for whom, in what circumstance,
and in what respects, and how?
www.england.nhs.uk
Research Cycle
Hypothesis
Data Analysis
Theory Testing Data Collection
Collaboration, previous knowledge, reflection and learning, informed theory developed and tested. Collaborative learning is the catalyst for action in the region.
Area Team leads facilitate response /data returns. Study lead collaborates, reflects, learns from Area Team leads and approach is adapted accordingly.
Data analysed, context, mechanism and outcome patterning emerge. Reflective review against original theory. Revision of theorised framework based on study findings. Peer scrutiny of process.
Communication of early emerging findings to test response to study findings. Peer scrutiny identifies additional reporting needs to support regional action.
www.england.nhs.uk
Conjectured CMO Framework
www.england.nhs.uk
What response did we get?
.
Organisational Type Possible Numbers
Response Numbers
Evidence Returns
Clinical Commissioning Group 61 17 15Acute Hospital Trust 23 7 4Community Hospital Trust 9 4 2Acute Foundation Trust 23 3 2Mental Health Foundation Trust 11 3 2Ambulance Trust 3 2 2NHS England - Region/ATs 1 (+8) 2 1Commissioning Support Unit N/A 1 1Regional Total 147 39 29
www.england.nhs.uk
What were the findings?Strand 1 – RE Evaluation Findings
Structured storytelling
Listening forum Reportable
Educational storytelling
Learning forum
Individual learning & practice
development
Storytelling at board
Reflective time
Board development
Storytellingforum
Story told in person by
the storyteller
Emotive power
www.england.nhs.uk
Storytelling in the region was impacted by the architectural changes to the NHS
CCGs are steaming ahead Staff and Carer stories are an important emerging
consideration for storytelling organisations Patient leaders / Volunteers play a critical supporting
role Innovative approaches to storytelling are being
explored and used.
Strand 2 – Regional Mapping Findings
www.england.nhs.uk
Importance of co-design Engage early with participants Ensure clarity about expectations timescales and outputs Communicate effectively Keep people in the loop & maintain engagement Demonstrate progress Important to develop something tangible that people can
use Be flexible and adaptable
Strand 3 - What did we learn as an organisation?
www.england.nhs.uk
People tell their stories in exactly the same way as we tell stories in our daily life and lots of things are considered to be stories:
to name but a few!
What else did we learn ?
Complaints & incidents Corridor
conversations
Focus group findings
Feedback sheets & surveys
Thankyou cards & letters
www.england.nhs.uk
Final Storytelling Programme Specification
www.england.nhs.uk
Week of action and roadshows: Individual Pledges Publications
http://www.england.nhs.uk/mids-east/patient-stories/ Online 6Cs Live Resource Hub http://www.england.nhs.uk/6cs/groups/storytelling/ System Thinking (Open and Honest) : Individual and Organisation stories http://www.england.nhs.uk/ourwork/pe/ohc/ (Midlands and East documentation only) MyNHS https://www.nhs.uk/Service-Search/Performance/Search NHS England : Carer Programme
Impact: What’s happening in the next chapter?
www.england.nhs.uk
Vision of Success - System Thinking
Operational Support from frontline
staff,storytellers, storytelling support
staff including patient leaders and
communication leads
Strategic Support
Board & CEO commitment
Leadership Support
from clinical & Patient leaders &
managers
Clear Vision and Strategy Create sustain and refresh a
visible shared purpose
Robust Delivery & Outcome Measurement
Take collective responsibility for success
Incentivise, Innovate & Improve Develop as a learning organisation,
incentivise practice and personal growth.
Open and Honest Transparently share outcomes and
organisational learning
www.england.nhs.uk
Storytelling Continuum
www.england.nhs.uk
Storytelling ‘House of Care’
www.england.nhs.uk
Derbyshire Community Healthcare Services NHS Trust. Derbyshire Health United North Derbyshire CCG Hertfordshire Partnership University NHS Foundation
Trust West Hertfordshire Hospitals NHS Trust NHS England , Midlands and East - PE team Helen Brooker, East Anglia AT (Data analysis/peer
review)
Acknowledgements
www.england.nhs.uk
All narrative is considered to be a story Multitude of ways to tell stories – Societal changes &
Technology A refreshed view of storytelling is required All organisations ,departments , levels of an organisation
and individuals can benefit from storytelling. Storytelling should not be confined to service improvement,
it can and should be used for a multitude of purposes. Storytelling programmes should consider staff and carer
stories alongside patient stories. System thinking: Visible and tangible outcomes for the
individual, the organisation and the wider NHS system.
Take home message from this story!
www.england.nhs.uk
Look for the story that makes the person
Source unknown
www.england.nhs.uk
NHS England Nursing Directorate, Patient Experience Team
Leadership Support Manager
Rachel WhiteEmail: [email protected]
Mobile: 07795637771 Twitter: @rachel3white
Web: www.england.nhs.uk
Thank You!
#PENNA2015 #PatExp
Questions?
13th October, 12 - 1pm20th October, 12 - 1pm27th October, 12 - 1pm3rd November, 12 - 1pm
#PENNA2015 #PatExp
#PENNA2015 #PatExp
Thank you
13th October, 12 - 1pm20th October, 12 - 1pm27th October, 12 - 1pm3rd November, 12 - 1pm
#PENNA2015 #PatExp
#PENNA2015 #PatExp
What’s working well in patient experience?PEN Awards Webinar Series
29th September, 12 - 1pm13th October, 12 - 1pm6th October, 12 - 1pm20th October, 12 - 1pm27th October, 12 - 1pm3rd November, 12 - 1pm
#PENNA2015 #PatExp
