1. HIS RESEARCH SYMPOSIUM
THURSDAY 27THMarch 2014

2. What is Person-centred Care?
Patient & Family Experience
Staff Experience
Co-production

3. People in relationship
Compassion and kindness, to enable well being
Flexible and empowering culture and system
People in relationship
Trust, respect and empathy
Equality, mutuality and individuality

4. Building trust Check if doing it (feedback)
Learn and act from mistakes (improvement)
Create expectation of person centred care every time (reliability)

5. Voice of people

6. “What Matters to You?”

7. WHAT INFORMATION DO YOU NEED? NOTHING ABOUT ME WITHOUT ME
“MUST DO WITH ME”
PATIENT & FAMILY
WHO MATTERS TO YOU?
WHAT INFORMATION DO YOU NEED?
PERSONALISED CONTACT
NOTHING ABOUT ME WITHOUT ME
WHAT MATTERS TO YOU?
OVERALL CARE EXPERIENCE

8. What are we trying to accomplish?
The aim of the programme is that, by 2015, health and care services are more person centred as demonstrated by improvements in:
Care Experience
Staff Experience
Co-production
By reliably implementing changes and interventions at all levels and across primary, community and acute settings.

9. THEMED CONVERSATION PROCESS
DISPLAY FEEDBACK TO PATIENTS AND PUBLIC
COMPLETE IMPROVEMENT REPORT
PLAN IMPROVEMENT ACTIVITY
IDENTIFY IMPROVEMENT OPPORTUNITIES
DATA MANAGEMENT
PROVIDE IMMEDIATE FEEDBACK TO THE IMPROVEMENT TEAM
CONDUCT THEMED CONVERSATION
SET-UP STAGE

10. MONTHLY IMPROVEMENT CYCLE
PATIENT, FAMILY & CARER FEEDBACK
FEEDBACK TO IMPROVEMENT TEAM
IDENTIFICATION OF STRENGTHS & DEFICIENCIES
DISCUSS IMPROVEMENT PLAN
PDSA TESTING

11. Pathway of Care

12. THEMATIC ANALYSIS Deficit in Care Experience Positive Care Experience
Consistency & Coordination
Communication & Involvement
Respect & Dignity
Safety
Meal Time Experience
Environment & Facilities
Overall Care Experience
Positive Care Experience
Identification of Change
& Improvement Interventions
Endorsement & Enhancement of Patient Values and Preferences

13. How will we know change is an improvement?
Process Measures
Outcome Measures
Balancing Measures
Quantitative
Qualitative
process data to measure how reliably the tool is being used?
outcome data to know whether it’s use has led to an improvement?

14. I’m a bit frustrated as no one seems to be telling me what’s happening
“Better privacy, you can hear doctors discussing case histories at the desk about everybody.”
“Even although I am old they still take an interest in me. The staff have been great. I am very happy here.”
“I was hungry at 2am and the nurse got me a sandwich and cup of tea. I had not eaten the night before”
“The doctors are good at teaching and relating things to you.”
“It’s like a family and community as soon as you enter the ward. They are exceptional.”

15. Qualitative Feedback POSITIVE EXPERIENCE EXPERIENCE DEFICIT
POSITIVE EXPERIENCE
EXPERIENCE DEFICIT
“They absolutely give you that feeling that you are part of the team. Nothings ever a worry or a bother. They always tell me if I need something to just ask…don't wait!”
“I would like to sleep more. Sometimes I feel that every time I want to sleep that someone comes for me…I'm really tired.”
“They make you feel relaxed and it's almost like a family atmosphere in a funny sort of a way. This is a happy ward. The nurses say that too!”
“I also wait too long to get my tablets sometimes after I've asked for them, but I also realise that sometimes they weren't written up yet.”
“I have appreciated the staff giving me the phone to speak to my family and the staff approaching them at visiting time to update them on what is happening to me.”
“Signage within the hospital is poor. I was given verbal instruction to get from A&E to ITU. I got lost and eventually found my way back to A&E where a member of staff was asked to take me personally and they got lost also. This happened in the early hours of the morning. I was so frustrated by the time I eventually seen my wife." (Comment from a relative)
“If I don't understand something, I ask and they explain it loud and clear as I'm hard of hearing. They are so very good here, nothings a bother. I've been in and out of this hospital a lot over the years but this time it's been far, far better. The doctors take their time here. They are moving me to another ward, but I told them I needed some time and they let me have it...very good!”(Patient who is 96 years old).
“I've been told I was to have an ultrasound and a treadmill test. I'm still waiting! They should tell you why it’s not happening or do it fairly quickly. I feel that the staff are a bit rushed and very matter of fact.”
“I'm surprised at the level of information, experience and knowledge the nurses have - I've been quite impressed. Especially the nurse practitioner.”
“There was dried blood on the floor in the room when I first came in. I didn't feel comfortable to say anything.”

16. What change can we make that will result in improvement?
The testing and implementation of improvements and interventions known to deliver person-centred health and care within the direct clinical team.
Right Intervention
Right Person
Right Time
Right Place