Transcript Measuring for Improvement

Welcome to the Partners In Care
Webex 9 – 15th January 2013
Learning from colleagues
and
New Year Resolutions
We will start at 8am
@LynneMaher1
© NHS Institute for Innovation and Improvement, 2012
Agenda
• Welcome
• Next two Webex Dates
– Wednesday 13th February 8am- Share the Love and Examples
From Participants
– Friday 8th March 8am -From Start to Finish & Fond Farewells
• Reminder - workbook review dates –6th to 8th
February 2013
• Partners in Care review
• Sharing- from Partners In Care Projects
• Sharing – a paper and a book
• Time for questions
© NHS Institute for Innovation and Improvement, 2012
Evaluation/Review of the Program so
far
• Thank you to everyone who took part in the review and to Annette
Neath for her help with the review and for developing the report.
• Review data have been captured through four different methods:
– review of web seminar recordings;
– review of the 22 (out of potentially 31) workbooks that had
been completed
– twelve telephone interviews with programme participants and
– an online survey sent out to all participants. Twenty nine (out
of a potential total of 62) survey questionnaires were returned.
© NHS Institute for Innovation and Improvement, 2012
Partners in Care - review
• The majority of survey respondents describe their current situation
as ‘actively participating in the ebd learning programme’ and their
projects are either ‘progressing well’ (11) or ‘progressing slowly’
(15).
• Three are still actively participating in the learning although their
projects are temporarily on hold.
• Five teams have withdrawn from the programme, mainly as result
of time constraints, un anticipated change in personal
circumstances or lack of resources to complete the ebd work.
© NHS Institute for Innovation and Improvement, 2012
Partners in Care - review
• Twenty seven (out of 29) rated their overall experience of the ebd
programme as ‘excellent’ or ‘good’ and the majority thought the
ebd masterclass, ideas and concepts included in the programme,
and quality of supporting materials are ‘excellent’ or ‘good’.
• Participation in the web seminars has been high and these are
also viewed as ‘excellent’ or ‘good’. The most highly rated and
most enjoyable web seminars were those on driver diagrams,
sustainability and three seminars when participants shared their
experiences with the entire group.
© NHS Institute for Innovation and Improvement, 2012
Partners in Care - review
• Fifteen survey respondents have experienced technical difficulties
in joining the web seminars, although on the whole, these have
been resolved . There is also reports of poor sound quality at
times.
• Almost all survey respondents found the workbook questions
either ‘very relevant’ or ‘somewhat relevant’ to their own project.
The majority found them ‘quite challenging’ to complete.
Feedback about workbook completion included comments about
its length and format, repetitive questions and underestimating the
time required to complete it.
© NHS Institute for Innovation and Improvement, 2012
Partners in Care- review
Positive feedback
Challenges faced
 Senior leaders engaged and
helpful
 Senior leaders difficult to engage
 Staff supportive
 Consumers very helpful
 Staff resistance and cynicism
 Consumers helpful but at times
unable to identify enough time
 The amount of time dedicated at  Ability to identify enough time
the beginning really helped later
in the project
 Can feel overwhelmed at times
 Lots of new knowledge gained
 Positive experience of working
closely with consumers
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Questions/comments
© NHS Institute for Innovation and Improvement, 2012
Sharing – Shamim Chagani, Charge Nurse
Manager, Manukau Surgery Centre
© NHS Institute for Innovation and Improvement, 2012
Manukau Surgery Centre - 2
Elective Surgical Ward
Elective Surgeries
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Bowels – APR, Colectomy, Ostomy etc.
Gastrectomy/ lap sleeves
Minor – hernia/ lap choleys etc.
Vascular- VV
Gynae- TAH, Cystectomies etc.
ORL – Elective & Acute
Breast
Pancreatectomy, Liver
Process - experience
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Capturing
Understanding
Capturing
Identified themes
Process/ Experience
Capturing
Identifying
themes
Understanding
Patient Journey
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Information
Waiting
Going to theatre
Recovery/ ward
Checks up
Leaving
Questionnaire
This experience questionnaire will help you
think about how you feel at different stages in
your journey.
How did
you feel?
Circle the
words that best
describe your
feelings at
each stage, or
write your own
words below.
Why?
We’d like to
know why you
felt like this.
Was it friendly
staff, a nice
conversation,
or a long wait?
Patient Journey Board - Pre
Patient Journey Board - Post
Patient Journey
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Information
Waiting
Going to theatre
Recovery/ ward
Checks up
Leaving
Learning……..
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What's from here?
Questions/comments
© NHS Institute for Innovation and Improvement, 2012
Launched in England: Friends and
Family Test.....
• The FFT will require trusts to poll all patients within 48 hours
asking if they would recommend a particular accident and
emergency department or ward to their friends and family.
• The Test consists of a simple question: ‘How likely are you to
recommend our ward / department to friends and family if
they needed similar care or treatment?’ with a six point scale
answer ranging from extremely unlikely to extremely likely.
• Answers will be made public so that everyone has a clear idea of
which hospitals are providing the best care.
• Next areas to use the test will be: GP surgeries, district nursing
and community hospitals
© NHS Institute for Innovation and Improvement, 2012
Friends and Family Test
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A new paper can be found in
BMJ Open.......
 A systematic review of evidence on the links between
patient experience and clinical safety and effectiveness
Doyle C, Lennox L, Bell D.
BMJ Open 2013
http://bmjopen.bmj.com
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Key Messages:
 Patient experience is consistently positively associated with
patient safety and clinical effectiveness.
 Patient experience is positively associated with adherence to
recommended medication and treatments; use of preventative
care such as use of screening services and immunisations;
 This study supports the argument that patient experience,
clinical effectiveness and patient safety are linked and should
be looked at as a group.
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An older paper but may be interesting
 Wolstenholme D, Cobb M, Bowen S, Wright P and
Dearden A (2010)
‘Design-Led Service Improvement for Older People.’
Australasian Medical Journal, vol 3, no 8, pp 465-470
 EBD was used as the approach for improving outpatient
services in Sheffield. Through using this methodology the
project revealed “an outpatient service extends beyond both
the clinical encounter and the physical extent of the building.”
Outcomes delivered operated “at many levels including
individuals, systems and strategy”.
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For those who like reading
Written by Jennifer Fazackerly this story chronicles
he one-year period of her husband Rob ( who was a
physiotherapist ) sickness from two weeks after
diagnosed until the day he died .
This is achieved through story telling and through
Email exchanges between Jennifer and two health
care support colleagues. Who are co-authors
www.juststay.ca
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New Year Resolution
Loose weight
Do more exercise
Spend more time with family
Travel
AND
Work more closely with consumers to:
Capture
Understand
Improve
Measure
The impact of Experience based design
for health services
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Are there any final
Questions/comments
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Thank you