Working with Co-Design Whakakotahi Learning Session One 23 May 2017 Chris Walsh Director, Partners in Care (PIC) programme Deon York Programme Manager, PIC programme

Consumer engagement Is a process where consumers of health and disability services are encouraged and empowered to actively participate in decisions about the treatment, services and care they need and receive. Is most successful when consumers and clinicians demonstrate mutual respect, active listening and have confidence to participate in full and frank conversation. Systems that support consumer engagement actively seek input from consumers and staff at all levels of an organisation. Extract from Health Quality Safety Commission (2015). Engaging with consumers: A guide for district health boards

Consumers/patients/family/whānau – the largest untapped resource in health

Why involve consumers? Experience and evidence has shown that actively involving health consumers at all levels of the health and disability system: assists with identifying care that is most likely to be acceptable to consumers identifies areas where waste can be reduced or services can be reconfigured to ensure that more people use them ensures that consumer rights are upheld and that the chance of harm is reduced. Patient experience, clinical effectiveness and patient safety are all linked.

“I got the letter and felt anxious as the appointment was at 9am and I wasn’t sure I could get a bus in time. When I got to the hospital, I went to the main desk to ask where to go as I couldn’t see any signs and the person on the desk was very helpful even though the instructions that they gave me were a bit complicated. I arrived at the clinic and there were so many people there, everyone was really crammed in [the space] and I felt very uncomfortable and nervous.” p27, NHS Institute for Innovation and Improvement The ebd approach: Using patient and staff experience to design better healthcare services 2010

What is co-design? Several core principles: to achieve a partnership between patients staff and carers an emphasis on experience rather than attitude or opinion narrative and storytelling approach to identify ‘touch points’ an emphasis on the co-design of services systematic evaluation of improvements and benefits.

Co-design programme

Evaluations of Commission co-design programmes Positive aspects: new knowledge gained first experiences of working directly with consumers success in overcoming challenges personal development opportunities. Challenges: consumer attrition from co-design projects embedding co-design into organisational training and development, policy or strategy securing release time from work to commit to projects.

Addressing system challenges

Considerations for your project What does co-design mean to you? What does it look like? How will you set up your project? How will it be implemented? How will it be evaluated?

Kupu Taurangi Hauora o Aotearoa