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Update from NHS England at today's Effective Ward Manager conference

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 stated:

"we are dealing with people not a process"

"doesn't matter how technically gifted you are, if you do it right people will remember you"

"happy staff makes happy patients"

"we need to celebrate and thanks people"

"nutrition and hydration is key"


In his presentation Paul discussed:

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

  • 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

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

Paul Jebb’s Biography:

Paul qualified as a nurse in 1996 and worked in numerous posts within nursing, as well as a period in operational management, then in 2010 returned to nurse management as 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, leading on developing Always Events, aspects of the carers work stream and toolkit development to enhance experience of care

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.

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, which 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 represented the Royal College of Nursing at local, regional, national and international levels, is a member of Nursing Standard Editorial Advisory Board. Paul also judges several national nursing and health care 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’.

Paul is also an ambassador for the Mary Secole Statue Appeal.

Future conferences of interest:

Masterclass: Nursing Revalidation
Thursday 10 March 2016, Hallam Conference Centre, London

Demonstrating and Expanding Nursing Competence
Friday 11 March 2016, Hallam Conference Centre, London

In-depth legal masterclass: Informed Consent After Lanarkshire
Tuesday 12 April 2016, Hallam Conference Centre, London

Safe Staffing Summit: Nursing Staffing Levels and Skillmix
Tuesday 12 April 2016, Hallam Conference Centre, London

Download: paul-jebb_1304.pdf

26 January 2016


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