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Paul Jebb NHS England speaks on improving patient experience on your ward including 'Always Events"

Paul Jebb Experience of Care Professional Lead at NHS England speaks on improving patient experience on your ward including ‘Always Events’. Paul discussed:

  • 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

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

In his presentation Paul detailed 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

78% of Trusts reported that FFT had increased the emphasis placed on patient experience at their Trust

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

Paul commented;

Use patient information to drive improvement and take things forward

Educate staff on what makes a good experience for patients

Happy staff make happy patients

Ward manager is a key leadership role

If we connect hearts and minds we will really make a difference

Use feedback more and use feedback better. Patient feedback is key

Is important to know how to use the info given in the the friends and family test to drive change

Friends and family test results must be shown to staff and patients

Patient experience - we can all make a difference!

Paul Jebb’s 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

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 engagement.

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.

Forthcoming events of interest:

Effective Clinical Supervision Skills
Thursday 14 May 2015, London

Implementing The NMC Revised Code of Professional Standards of Practice and Behaviour for Nurses and Midwives
Tuesday 19 May 2015, London

Masterclass: Nursing Revalidation
Tuesday 2 June 2015, London

Safe Staffing: Nursing Staffing Levels and Skillmix
Monday 8 June 2015, London

Nursing Revalidation for Specialist Practice and Advanced Roles
Tuesday 9 June 2015, London

Nursing Appraisal and Revalidation: Implementing the New NMC Code of Practice
Thursday 2 July 2015, Manchester

Download: Paul Jebb Experience of Care Professional Lead NHS England

16 March 2015


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