Improving the experience of care
Paul Jebb Experience of Care Professional Lead, Patient Experience Team NHS England spoke at today's CQC Inspections in Independent Healthcare conference on improving the experience of care including;
• monitoring patient experience
• learning from NHS England
Paul started his presentation by discussing what is patient experience and what makes a good experience. He then talked about measuring patient experience through the Friends and Family Test and how work continues at NHS England to understand how best to learn from the data.
Paul also touched on Always Events® whic first introduced in the US by IHI and the Picker Institute, focus on ensuring events that matter to patients happen every time for every patient.
Paul’s full presentation is available for download at the end of this page.
Paul qualified as a nurse in 1996 and worked in numerous posts within nursing including Modern Matron and Senior Nurse Manager, as well as a period in operational management. Then in 2010 returned to nurse management and is Assistant Director of Nursing & Head of Patient experience at Blackpool Teaching Hospitals NHS FT.
From October 2014, Paul undertook a secondment to the National Patient Experience team at NHS England
Paul has been involved and led on numerous quality improvement initiatives throughout his career, and has gained the extra mile award by the motor neurone disease Association, in 2012 Paul was winner of a national Patient Safety Award, and in 2014 Paul and his team won a national healthcare communications award for best enagagement.
Paul has developed his managerial skills and has completed an MA in Health Service Management. Paul also completed the Dept. of Health/RCN leadership Course for Nurses Working with Older People in 2005, and he was a Fellow of the NHS Institute Faculty of Improvement.
As an advocate for the 6Cs Paul has become a ‘caremaker’ and supports the work around 6C’s live as well as leading on project around patient centred OD with the DoOD team at NHE Employers. Paul is also an ambassador for the Mary Secole Statue Appeal.
In February 2014 Paul was honoured to be offered an Honorary Senior Lectureship at the University of Central Lancashire.
Paul is also a member of an NMC advisory panel, this made up of senior registrants aims to give strategic direction to the NMC Executive team and to improve the dialogue between the NMC and leaders in the professions and to ensure expertise is brought to bear on NMC work.
Paul has interests outside the workplace and has represented the Royal College of Nursing at local, regional national and international levels, is a member of Nursing Standard Editorial Advisory Board, and regularly contributes opinion pieces. Paul also judges several national awards including the Nursing Standard Nurse Awards, HSJ Awards, Patient Safety Awards and Student NT Awards.
Paul has also been the Assistant Chief Nurse (Head of Workforce) for St John Ambulance, and a voluntary role as Clinical Manager for SJA in the North West Region. He has recently been made honoured with the award of ‘Officer of the Order of St John’.
Future events of interest:
Patient Experience Insight: Demonstrating Responsiveness to Feedback
Wednesday 4 February
Colmore Gate, Birmingham
Always Events®: A positive approach to Improving Patient Care
Tuesday 24 March
ICO Conference Centre, London
Download: Paul Jebb full presentation19 January 2015