1. Planning Patient Based Care Training Dr Karen Luxford Director, Patient Based Care April 2014

2. Patient Based Care Model

4. Health services Sign Up!

5. Service accreditation from 2013 2. Partnering with consumers

6. 2.6 Implementing training for clinical leaders, senior management and the workforce on the value of and ways to facilitate consumer engagement and how to create and sustain partnerships. 2.6.1 Clinical leaders, senior managers and the workforce access training on patient-centred care and the engagement of individuals in their care 2.6.2 Consumers and/or carers are involved in training the clinical workforce

8. HETI online modules Currently in development – 20min online -Consumer/community engagement -Person centred care

9. How do you deliver training locally?

10. Building Capacity of Staff - Learning Objectives? Demonstrate an understanding of the patient perspective of quality and local patient feedback about areas for improvement Demonstrate an understanding of background evidence of benefit of a patient focussed approach and relationship to other dimensions of care delivery Demonstrate an appreciation of strategies for engaging patients, families and carers in local processes, decision-making and quality improvement initiatives

11. Challenges Changing mind set of staff from ‘provider-focus’ to a ‘patient-focus’ Change takes longer than anticipated – it’s about transforming culture and care delivered “So for whatever reason, we had the attitude where the physician is king and the patient, ‘well, we’ll get to the patient when we have time.’” (COO) *Luxford et.al. 2011 Int J Quality in Healthcare Vol 23(5): 510-515.

12. Where is the evidence that this impacts on outcomes? “The three dimensions of quality should be looked at as group and not in isolation.” “Clinicians should resist sidelining patient experience as too subjective or mood- orientated, divorced from the ‘real’ clinical work of measuring safety & effectiveness.” Doyle C et al BMJ Open Jan 20, 2013

13. What do you know about the patients feedback at your service? How do you use it?

14. BHI – Insights into Care, 2009 Create a burning platform!

15. Patients & their families and/or carers are viewed as integral members of the health care team 2011 – 2013 (strongly agree response)

16. How to use patient stories as motivators

17. Story Power: The secret weapon Quaid D, Thao J, Denham C. (2010) Journal of Patient Safety 6(1): 5-14. Study of 675 hospitals where safety leaders showed staff a patient story highlighting failed communication & team work. 85% perceived that viewing the patient story had resulting in the saving of lives or had a positive effect on patient care Stories can inspire improvements in quality & safety

18. See Feel Change

19. “I couldn’t have faulted the technical care but...”

20. Local patient story Who? What? When? How? Support for patient/family member

21. Who are your champions?

23. Where are your education opportunities?

24. How to engage consumers and staff in education program?

25. Program planning and evaluation

30. 2014 Webinar Series Open Visitation Consumer Engagement in Safety & Quality Reporting to the Community about S&Q Using Patient Experience Feedback