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Improving Patient Experience and Experiences of Care

Neil Churchill Director of Patient Experience NHS England & Sub Group Member Patient Experience National Quality Board spoke at today's Patient Experience conference on:

• implementing the new National Quality Board shared ambition to improve experiences of care
• measuring progress against the -I” statements
• developments at the NHS England
• from data to intelligent information to insight
• the insight dashboard and an overview of the datasets included
• improving the quality of real time information

Neil's full presentation is available for download at the end of this page.

In his presentation Neil discussed anf stated: 

What makes a good experience?

  • I am involved as an active partner in my care.
  • I am treated as an individual – my needs, values and preferences are respected.
  • There is a recognition that I am the expert on me.
  • I am able to access services when I need them, and my care is coordinated.
  • I am asked about my communication preferences so that communication is tailored to me.
  • I have access to the information I need, which is presented in a way that is right for me.
  • I have access to the support I need and is right for me, including emotional and practical support, and I am able to involve my loved ones in decisions about me.
  • The environment in which I receive my care is clean and comfortable and makes me feel dignified.

Vanguard sites:

  • Integrated Primary and Acute Care Systems – joining up GP, hospital, community and mental health services
  • Multispecialty Community Providers – moving specialist care out of hospitals into the community
  • Enhanced health in care homes – offering older people better, joined up health, care and rehabilitation services

Looking hard a value-based commissioning

  • Identifying outcomes and wider value
  • Emerging commissioning strategies
  • King"s fund/picker review – have commissioned them to do a review on experiences
  • Integrated personal commissioning
  • Personal health budgets

Carers what are we doing?

  • Joint Health & Wellbeing Assessment
  • Model data-sharing agreements
  • Evaluation framework
  • Identification of young carers
  • First HSJ Award for commissioning carers" support

-17% of people have experienced poor care and 49% have experienced some form of poor care – we need to be more consistent”

Always Events

  • We have 3 pioneer trust who are co-producing Always Events
  • Lancashire Care FT – looking at the transitions of care within the community LD team
  • Blackpool Teaching Hospital FT – looking at discharge process within cardiac services
  • Kent Community –looking at developing 'Hello my name is.." and how this becomes an always event.

-It"s the small things that make the biggest difference”

-Patient leadership – this is new this is not the way we have worked in the past this is very much involving patients and treating them like partners”

-We have to put patients and carers in the driving seat more than commissioners”

-It"s not just about patient experience staff experience is also important - We can"t let staff experience be just for HR to deal with – staff experience is also related to patient experience”

Neil is Director for Patient Experience at NHS England, where he leads improvement on Domain 4 of the Outcomes Framework, ensuring patients and carers have a positive experience of care. His brief includes NHS England"s Commitments to Carers, improving experience for people with cancer, working with users of learning disability services to improve quality, enhancing staff experience and learning from complaints and whistleblowers. Neil is a member of the Executive Board for the Beryl Institute and the public services advisory board for Which? and is a trustee for a number of charities. Prior to joining the NHS, Neil had a 25 year career in the voluntary sector at organisations including Asthma UK, Age Concern, Barnardo"s and Crisis. Neil was also a Non-Executive Director for the NHS South of England and a member of the National Information Governance Board. 

Future related events:

Complaints Handling, Investigating, Resolving and Learning
Wednesday 1 July 
Hallam Conference Centre, London

Interactive Masterclass: Are you as LEAN as you could be?
Monday 19 October 
Manchester Conference Centre, Manchester

Improving Patient Experience & Efficiencies using Lean 6 Sigma: Two Day Intensive & Interactive Workshop
Tuesday 20 October — Wednesday 21 October 
Manchester Conference Centre, Manchester

Always Events®: A positive approach to Improving Patient Care
Thursday 22 October 
Hallam Conference Centre, London

Interactive Masterclass: Are you as LEAN as you could be?
Monday 7 December 
Hallam Conference Centre, London

Improving Patient Experience & Efficiencies using Lean 6 Sigma: Two Day Intensive & Interactive Workshop
Tuesday 8 December — Wednesday 9 December 
Hallam Conference Centre, London


Download: Neil Churchill full presentation

16 June 2015


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