1. Steve Graham 1  How Can Effective Patient Representation Enhance your Service Improvements?  Think not what you can do for us but what we can do for you (with Apologies to JFK)

2. Steve Graham 2 Who am I? Steve Graham (ACMI) Retired Oil industry Telecommunications & Network Consultant Current ‘Hat’ Count includes, (but is not limited to): Patient Rep. SPCC (Phases I & II) Member of Grampian Local Advisory Council of the Scottish Health Council Member of Grampian Diabetes MCN & LDSAG Member of Scottish Diabetes Group PFPI committee Participant on service redesign for Digital Retinal Screening and Grampian Podiatry Services Member of Diabetes UK National & Scottish Advisory Councils Member of Grampian Community Health Forum Event Treasurer for Grampian Diabetes Education Day Conferences And in my spare time………

3. Steve Graham 3 As a Patient Representative, Who do you think I represent? I do not speak on behalf of patients I have not been elected by patients I have no remit or resource to ensure patients’ voices are heard and acted upon Therefore I can only represent myself

4. Steve Graham 4 I am in fact a Representative Patient I can bring a patient’s viewpoint to the change process I can reflect the opinions voiced by other patients who may be unable or unwilling to do so themselves I can bring a broad range of personal experience and service involvement I may bring a wider perspective on the health service

5. Steve Graham 5 When you meet a Patient Representative what do you think you see? A Patient? A Problem An impediment to your success? A token gesture? (‘They’re all weird with impossible or impractical ideas and expectations’ & personal agendas) – some are, and I have met a few A ………… (fill in your own pre-conceived notion) Another drain on the biscuit tin

6. Steve Graham 6 When you meet a Patient Representative What should you see? Not the Patient!!! but: Someone willing to get involved – How rare is that? A unique range of personal skills and experience such as:- Practical, Professional, Technical, Administrative, Commercial, Domestic etc. Personal Medical experience, Personal Insight, Personal Service experience One probably experienced in the convolutions & vagaries of Patient Paths A potential source of some home baking??? In essence a free Consultant

7. Steve Graham 7 Why Involve A Patient Representative? Best illustrated by the Bard ‘O wad some Power the giftie gie us To see oursels as ithers see us! It wad frae mony a blunder free us, It wad frae mony a blunder free us, An’ foolish notion:’ To a louse. Seen on a ladies bonnet in church Robert Burns

8. Steve Graham 8 PFPI – Patient Focus and Public Involvement Patient Focus A service where people are treated as individuals, treated with respect and involved in decisions about their own care Public Involvement A service that involves individuals, groups and communities in improving the quality of care, influencing priorities and planning services

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10. 10 Suggested ‘Ground Rules’ for Effective Patient Representative Involvement Set out and agree: Clear understanding of the Purpose Clear understanding of the Role Clear understanding of the Duration Clear understanding of meeting rules e.g. avoid personal agendas or hobby horses Clear understanding of Exit Strategies Acronyms and Jargon – agree process provide glossary Feedback effectiveness and performance with honesty and sensitivity Consider training

11. Steve Graham 11 Every opinion is valid Ensure that you know and follow your local Health board’s guidance and protocols for Public Involvement. NOTE: There is no contractual requirement for PFPI in the GMS contract. It is an opt in/out item. Attracts payment points for an annual patient survey and additional points for providing feedback. The rest of the Health Services are subject to an annual Performance Assessment of their PFPI

12. Steve Graham 12 When to Involve Patient Representatives Ideally as a normal part of running the service Certainly when designing and planning ‘Significant Service Change’ – Please remember your ‘Significant’ may differ Significantly from your patients’ ‘Significant’ Always be mindful of THE LAW OF UNINTENDED CONSEQUENCIES

13. Steve Graham 13 Please Value Patient Representatives We are unfortunately a scarce commodity We are more likely to get involved in other aspects of the Health Service if our experience with you is good and valued You have a responsibility to promote and foster PFPI

14. Steve Graham 14 Questions to be Considered Are patients representatives generally being used in your practice / clinic? If so are they involved your SPCC process? If not why not? What are the Barriers to their involvement? Iif yes what are the benefits? How did you / would you recruit? What selection method / criteria. Open or by invite. Why? Do you think there are specific aspects of SPCC that will benefit from PFPI at practice / clinic level. At what stage(s) in the process?

15. Steve Graham 15 That’s all Folks Thank You