Transcript Measuring for Improvement

Welcome to the Partners In Care
Webex 5 – 5th September 2012
Today's focus is on
‘Sharing’
We will start at 8am
© NHS Institute for Innovation and Improvement, 2012
Agenda for today’s WebEx
• Forthcoming Webex Dates
– Wednesday 26th September 8am- Driver Diagrams
– Wednesday 3rd October 8am – Sustainability of your improvement project
– Wednesday 31st October 8am- Review of progress- where you are and
where you should be.
– Wednesday 28th November 8am- stories and narratives that have led to
improvement action
• Workbook review dates –4th & 21st September 2012, November
2012 and February 2013
• Themes coming through from workbooks received to date
• Sharing- from Partners In Care Projects
• Time for questions
© NHS Institute for Innovation and Improvement, 2012
Themes coming through from the
workbooks
• Range of projects- advanced care planning, co-design brain injury rehab
service, acute mental health services, transition form pediatric to adult
care in cardiology services, Focus groups for aged residential care,
radiotherapy experience- head and neck cancer services.
• Engaging leaders- mixed- some have done really well and others seem
harder to engage. Tip- create a story about the current problem to build
the case for change and try o include a positive finding too.
• Engaging staff- mixed- some very enthusiastic and some
fearful/suspicious of the intent of the programme. Staff may be harder to
persuade than staff
• Engaging consumers-mixed- but generally more positive than not.
Remember to be aware of their needs and their energy levels.
© NHS Institute for Innovation and Improvement, 2012
Themes coming through from the
workbooks
Overall learning and insights
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Prepare, prepare, prepare- Groundwork critical , getting key people on
board from the start really helpful- one to one discussions with some
really make a difference,
It can take a long time to gain approvals for use of new
documentation/questionnaires and so on
When you need someone else/another department to do something for
you their sense of urgency is often not the same as yours
The project work takes time
If the staff member and consumer present the project together this can
be very powerful
Staff and consumers can see things very differently
Aim of the project has changed in some cases
Communicate, communicate, communicate and check understanding
© NHS Institute for Innovation and Improvement, 2012
Resistors of Change can be helpful
Don’t be short sighted
While some people do undermine change efforts, it is short
sighted to think everyone will, or even want to.
Understand
Try to understand why people are resistant. Ask what they are
concerned about and listen to their criticism. Doing so may
uncover valid concerns that need to be addressed.
Perspective
Put everyone’s perspectives to use and make resisters a part of
the solution."
© NHS Institute for Innovation and Improvement, 2012
Questions/comments
© NHS Institute for Innovation and Improvement, 2012
Hospital Operating System
Where’s the Patient?
Abby O’Neill
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Where to from here:
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Patient waiting in ED
Patient waiting for a bed
Nurses story – trying to find a bed
Doctors story – getting to ED to see
patients
10
Reflections/Questions/comments
Second Sharing presentation
Dr. Chris Walsh
Linda Gilbert
© NHS Institute for Innovation and Improvement, 2012
Kupu Taurangi Hauora o Aotearoa
The Health Quality & Safety
Commission has committed to:
• increase consumer engagement in decision-making
about the health and disability services they use
• increase health literacy for providers
• capture consumer experiences
• increase leadership for consumers and providers so
they can work as partners in care.
Key Project
Establish the One Stop E-Shop:
Partners in Care
• Consumer representative: Dr. Chris Walsh
(Commission)
• Health sector representative: Linda Gilbert
(Commission)
The overall aims
• Consumers can express interest in being consumer
representatives on Commission work programmes
• Design an intranet page for staff that is dedicated to
consumer engagement for their work programmes
• Upload data onto the site – policies, potential consumer
contacts, training sessions, research, templates and tools
• Encourage staff to add information to the site to show how
they are engaging with consumers, their tips, pitfalls and
experiences etc
• After user-testing phase, share the intranet page and
templates within the site with other organisations wanting to
engage more consistently with consumers
Getting started: using the experience of
staff (as our ‘consumers’)
Paper bag exercise revealed:
• current status of consumer representatives on work
programmes
• need for examples of where consumer engagement is
working well and evidence-based stories showing benefits of
working with consumers
• need for guidance on defining and selecting consumers
• clarity about outcomes sought
• need to agree ‘shared’ meaning.
Work to date
• Establishing the
Commission’s Consumer
Network
• Agreed definitions about
what ‘consumer’ means for
the Commission
• Establishing the Consumer
Register
• Designing an intranet page
for staff dedicated to
consumer engagement for
their work programmes
• Sending staff weekly emails
with articles and top tips
about health literacy and
consumer engagement
• Outreach sessions
ALL ABOARD!
Consumer register
Consumers can express
interest in being consumer
representatives on
Commission work
programmes
http://www.hqsc.govt.nz/
ourprogrammes/consumerengagement/
Sign onto the Health
Consumer Register
Intranet page
Design an intranet page
for staff that is dedicated
to consumer engagement
for their work
programmes
Elevator exercise revealed
that staff would like:
• personal stories
• a list of appropriate and knowledgeable
consumers to draw from who are in active
contact with networks
• a clear process on how best to identify
consumers to work in the programme
space
• consumer contacts and knowledge of their
skills and linkages back to the sector and
the community
• consumers who have experienced ‘harm’
across the four focus areas and who have
the ability to recount their stories.
What we have learned so far
• Identify a champion
• Not everyone is in the
same ‘space’ as us
• Share ideas
• Give people time to
consider
• Contextualise the
concepts with each
team and their work
programme
Our website: www.hqsc.govt.nz
• Register for our newsletter and fortnightly email updates
• Contact us: [email protected]
Kupu Taurangi Hauora o Aotearoa
Reflections/Questions/comments
© NHS Institute for Innovation and Improvement, 2012
Lynne presenting on:
• Creating a Culture for Innovation: Thursday 2 sessions
• Special Interest Breakfast Title: NHSi Co-Design Programme Accelerate your progress
• Thinking Differently to Transform Care- Friday 1 session
© NHS Institute for Innovation and Improvement, 2012
Thank you