News and updates for todays Patient Experience Insight Summit
Patient Experience Insight: Learning from patients & carers
Ian Donaghy, Author, ‘Dear Dementia’ & ‘The Missing Peace’
Ian Donaghy’s infectious enthusiasm & humorous empathetic approach have made him a popular conference speaker all over the UK. Barbara Pointon MBE describes him as “Highly entertaining & deeply thought-provoking”. During a 20 year career teaching young people with learning difficulties Ian was seconded by the Home Office to set up inclusion units in schools for vulnerable students focusing on the individual, celebrating what they can do to raise their aspirations. Ian took his “focus on the individual” into the world of care in 2009 and quickly used his innovative teaching & learning styles to win Care Trainer of the Year at the British Care Awards.
Ian speaking at the conference this morning said:
"you matter and show everyone you meet matters too"
"Educate the world"
"Help them to the same things differently"
"dementia is a team game"
Improving Patient Experience and Experiences of Care
Helen Lee, Experience of Care Professional Lead, NHS England
Helen is a qualified nurse with experience of working in both acute and community settings. In her substantive role at Lancashire Care she led the Quality Improvement and Experience Team and the implementation of Always Events®. This included participating in the NHS England Always Event pilot in partnership with the Institute for Healthcare Improvement, Picker Europe and NHS Improvement. Always Events are those aspects of care that are so important to people using services, their families and carers that they should always occur at every interaction with healthcare professionals and the health care delivery system. Helen is passionate about people being at the heart of everything we do, quality improvement and co-producing improvements and Always Events are a fantastic way to bring these 3 things to life. Helen is currently on secondment with NHS England leading the #AlwaysEvents programme
Helen, speaking at the conference today said:
"Criteria for always events- important, evidence based, measureable , affordable"
"Improvement- fully integrated into NHSI’s"
"A co production model- 5 values and seven steps to make this happen in reality"
"Doing it, doing for, doing with"
"where are you in your journey?"
"sometimes the questions are complicated and the answers are simple’
"my voice always matters"
Full PowerPoint Presentation
Measuring Experience: Methods and tools for measurement
Chris Graham, CEO, Picker Institute Europe
Chris is an experienced health services researcher with an international reputation as an expert in measuring and using patient experience information. Prior to becoming Picker’s CEO in 2017 Chris was the Chief Investigator for the NHS Patient Survey Programme (on behalf of CQC) and the NHS Staff Survey (for NHS England), overseeing the management and research quality of each of the survey collections. He has also led or been involved in numerous studies focussing on developing methods for measuring and improving patient experience. He is a co-investigator in the national Quality, Safety, and Outcomes of Health and Social Care Policy Research Unit; an associate member of the Health Services Research Unit at the Department of Population Health, University of Oxford; a regular faculty member of the Point of Care Foundation’s Foundations of Patient Experience course; and a member of the Scientific Advisory Committee for the Bureau of Health Information, New South Wales.
Chris said this afternoon:
"why measure people’s experiences?"
"There isn’t one best method"
"Measurement does not automatically yield improvement- england has had a world national inpatient survery for 17 years, but many trends are flat"
"Nhs staff survery- 62% of patient experience feedback collected within the department"
"58% receive regular updates on patient experience feedback in the department"
"50% feedback from patients is used to make informed decisions within the department"
"Research shows clinicians often ignore surveys evidence"
"Different audiences respond to different methods for reporting results , accessible, visual summaries particualry helpful for engaging ward staff"
"Patient experience officers have important role in supporting frontline improvement and facilitating change"
"Tools and methods will drive understanding- measurement is important but not sufficient"
"Supporting frontline staff to improve patient experience requires organisational commitment"
Full PowerPoint Presentation
18 January 2019