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Kath Evans NHS England discusses improving patient experience on your ward including 'Always Events®"

Kath Evans, Head of Patient Experience, NHS England discusses improving patient experience on your ward including ‘Always Events®’ at today’s Ward Manager Conference. In her presentation Kath looks in-depth at:

  • improving patient experience on your ward: practical steps
  • Always Events®: setting out the events that should happen on your ward for every patient
  • developing a responsive ward culture
  • an update from NHS England

Kath Evans full presentation is available for download at the end of this page.

In her presentation Kath 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.”

Abridged from:

“The skills that every clinician needs - How to connect with other human beings, How to listen without controlling the conversation, How to recognise, identify and respond to emotion, How to respond constructively to difference, disagreement and conflict and How to communicate in such a way that the listener understands and remembers”

“The Five Aims of Always Events®

  1. Raise the bar on both provider and patient expectations
  2. Introduce a new organizing principle to help galvanize action and accountability
  3. Demonstrate how the Always Events ® concepts can be implemented in practice
  4. Widely disseminate Always Events ® strategies for national replication
  5. Energize and expand the movement toward a more patient- and family-centered health care system”

“Criteria for Always Events®

  • Important:  Patients and families have identified the event as fundamental to their care
  • Evidence-based:  The event is known to be related to the optimal care of and respect for patients and families
  • Measurable:  The event is specific enough that it is possible to accurately and reliably determine whether or not it occurs
  • Affordable:  The event can be achieved without substantial capital expense”

“How might Always Events® work in the NHS? Goal:

  • “a consistent culture of compassionate care with patients’ interests at its very heart”

              Sir Robert Francis

  • In a NATIONAL Health Service, what can patients expect always and everywhere in interactions with staff?
  • And also staff with each other!”

“What will we be doing nationally?

  • Identify tools to support you developing a core set of Always Events - with patients & professionals
  • Identify pilot sites to test implementation and impact on improved experience of care
  • Develop a strategy for spread and scale-up”

Kath Evans Biography

As a registered general and children’s nurse Kath Evans is currently the Head of Patient Experience for Maternity, Newborn, Children and Young People at NHS England. Key areas of Kath’s work include ensuring the NHS has mechanisms to capture and use insight from Children, Young People, families/carers and maternity service users so that all are active collaborators in care and have every opportunity to co-create and transform services to meet needs, improve experiences and improve outcomes.

In 2008 Kath joined the NHS Institute for Innovation and Improvement where she led the National Children’s and Young People’s Emergency and Urgent Care programme, directly supporting health care systems to collaborate to ensure effective use of services.

Prior to that Kath’s background includes operating as an Assistant Director of Nursing at the Whittington NHS Trust and working as Lead Nurse in East and North Hertfordshire, managing acute and community children’s services, taking a key role in reconfiguration. Kath has also established educational programmes in London across five Trusts to support and retain newly qualified nurses and have worked as a Senior Lecturer at Middlesex University. Kath’s clinical practice has included posts in general paediatrics in Cardiff and at the Whittington and specialist paediatric practice at Great Ormond Street Children’s Hospital.

Kath Evans has been identified as a HSJ Inspirational Women Leader (2014), a Nursing Leader by the Nursing Times (2014), a ‘Rising Star’ by the HSJ (2013), an ‘Outstanding Contribution to Improving Patient Experience’ award (2013) by the Patient Experience Network and an NHS Innovator of the Year (2012) finalist by the NHS Leadership academy. 

Future events of interest:

Nursing Appraisal & Revalidation & Implementing the New NMC Code of Practice
Monday 19 October 2015 
Hallam Conference Centre, London

Nurse Clinics 2015
Thursday 19 November 2015 
Hallam Conference Centre, London

Masterclass: Nursing Revalidation
Tuesday 24 November 2015 
Hallam Conference Centre, London

Nursing Revalidation for Specialist Practice and Advanced Roles
Wednesday 2 December 2015 
ICO Conference Centre, London

Nursing Metrics for Quality: Measuring quality in nursing and monitoring progress against the 6Cs
Monday 7 December 2015 
Hallam Conference Centre, London

Managing and Reducing Bank and Agency Staff in Nursing
Tuesday 19 January 2016 
Hallam Conference Centre, London

Nursing Appraisal and Revalidation & implementing the New NMC Code of Practice
Wednesday 20 January 2015
ICO Conference Centre, London

Download: Kath Evans full presentation

14 September 2015


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