2. Innovations in Communication and Education Dr Sue Copas Community Participation Manager Auckland District Health Board Meg Smith Project Manager Healthpoint

3. The Traditional Healthcare Universe Patients, families whānau (P1 to P5) are forced to interact with facilities – focused around the systems and needs of the healthcare provider, employer, payer or supplier, not the patients, families whānau & their communities P1 P2 P3 FACILITY P5 P4 In 1543, Copernicus was the first to propose that the Earth rotated around the sun, while accepted scientific thought at the time believed that the Earth was the centre of the universe. Copernicus effectively “changed the centre of the universe”.

4. Healthcare’s “Copernican Shift” Healthcare is undergoing a “Copernican Shift” – with patients, families whānau & communities placed at the centre of the orbits of various healthcare strategies PATIENTS FAMILIES Communities Home Prevention Knowledge Fitness Wellness Hospital Hospital in/out- patients Results Access Home Chronic Care Knowledge Senior Care Family awareness Home Outpatient Visits Access Monitoring Clinic Convenience Access

5. ‘What matters to you’? Asking patients, families, whānau and communities…

6. We wanted to learn how we can improve health care guided by the knowledge and experiences in communities, by exploring their needs and what matters to them.

8. PATIENT EXPERIENCE Patients at the Centre & Working together for WELLNESS

9. BACKGROUND Patient Experience week was held across Auckland, Counties Manukau and Waitemata DHBs during 23-27 March 2015. The purpose of the week was to raise awareness of the importance of listening to and working with patients, families and whānau. This was a beginning. The aim is to learn from the experiences shared and take this knowledge into new ways of designing and delivering quality patient centred healthcare.

10. At Auckland DHB our theme was, Everyone has a story. This acknowledges the power of telling and listening to personal stories. We wanted to provide opportunities for patients to have their say and tell their stories in various ways.

11. PATIENT TALKS PURPOSE We wanted to learn how we can improve health care guided by the knowledge and experiences that begin with the patient, with exploring their needs and what matters to them.

12. I AM THE PATIENT EXPERIENCE “There is no question there is power in recognizing ‘I am the patient experience’. If everyone in healthcare considered this and acted, imagine the impact we could have on the experiences of every patient, their families and each other.” Jason A. Wolf, executive director, The Beryl Institute.

13. I AM PATIENT EXPERIENCE.

14. Deb talks about her healthcare experience after having a head injury… Patient care is more than just healing -- it's building a connection that encompasses mind, body and soul. If you could stand in someone else's shoes... hear what they hear. See what they see. Feel what they feel. Would you treat them differently?

15. Person-Focused Health Services Website Up-to-date comprehensive information on Healthcare services, Easy to access information on health services Supports health literacy. Facilitates making decisions with managing personal health needs…….what matters to me

16. Our challenge to you Put yourself in your patients shoes and review the information about your service on Healthpoint. Consider the power in recognising “I am the patient experience” and how you might act on this day to day in your practice.