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Paul Jebb NHS England discusses improving patient experience in outpatients

Paul Jebb NHS England discusses improving patient experience in outpatients at today’s conference. In his presentation Paul discussed:

  • improving patient experience in outpatient services
  • from data to intelligent information to insight
  • improving the quality of real time information
  • ‘Always Events’ and how they can be implemented in outpatients

Paul Jebb’s full presentation is available for download at the end of this page.

Paul Jebb stated:

"Always think about how people see your staff – think about how they are perceived"

"Privacy and dignity whilst undergoing treatment is key’ as well as ‘shared decision making with patients and family with the healthcare professional"

"We want to make sure everyone has a voice, by talking face to face, by text or email – can be anonymous"

"We want to know what’s important to the person – not they system"

"We have the power to make things happen, we are all part of a system which can have a great impact on our patients"

Paul Jebb's presentation states:

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.

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
  • 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?

  • “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

Paul Jebb Biography:

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 as experience of Care Professional Lead.

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.

Paul has also been the Assistant Chief Nurse (Head of Workforce) for St John Ambulance (England & the Islands), and has held other voluntary roles. In 2012 he was honoured with the award of ‘Officer of the Order of St John’.

Download: Paul Jebb"s full presentation

21 September 2015


    Partner Organisations

    The Tavistock and Portman NHS Foundation TrustInPracticeClinical Audit Support CentrePlayoutJust For Nurses
    GGI (Good Governance Institute) accredited conferences CPD Member ASGBI (Association of Surgeons of Great Britain and Ireland) professional partner BADS (British Association of Day Surgery) accredited conferences