1. Educational Solutions for Workforce Development Person- Centred Care

2. Educational Solutions for Workforce Development NHSScotland Quality Ambition: Patient-Centred Care There will be mutually beneficial partnerships between patients, their families and those delivering healthcare services which respect individual needs and values and which demonstrate compassion, continuity, clear communication and shared decision- making.

3. Educational Solutions for Workforce Development The aims are: - to improve and embed patient-reported outcomes and experience across all NHSScotland staff - to support staff, patients and carers to create partnerships that result in shared decision-making - to inform and support people to manage and maintain their health, and to manage ill-health

4. Educational Solutions for Workforce Development Patient Expectations & Experiences The Healthcare Quality Strategy for NHSScotland aims to ensure that, for the first time, people in Scotland will have: - the opportunity to comment systematically on their experience of healthcare and its impact on their quality of life - the assurance that NHSScotland services will further improve in light of what people tell us about their experiences and outcomes

5. Educational Solutions for Workforce Development Better Together http://www.bettertogetherscotland.com http://www.bettertogetherscotland.com National Programme for gathering and using patient experiences to ‘...encourage and empower patients, carers and healthcare staff in Scotland to work together in partnership to provide patient centred care and improve NHS services for the benefit of all.’

6. Educational Solutions for Workforce Development Feedback from Better Together Patients want NHS professionals to be good communicators: - good at listening - good at explaining things - using plain everyday language - having a ‘good bedside manner’

7. Educational Solutions for Workforce Development Useful Links Little Things Make a Big Difference: Valuing the Patient Experience http://www.knowledge.scot.nhs.uk/making-a-difference.asp Transforming practice: tips for improving patient experience http://kingsfund.org.uk/blog/transforming.htm NHS Grampian Staff Toolkit: Improving Patient and Carer Experience http://www.noscan.scot.nhs.uk/the_network/projects/patient+experience_i mp/staff_toolkit.aspx Using patient feedback: a practical toolkit http://pickereurope.org/usingpatientfeedback