W• National network organisation- hosted by the NHS

•Working with experienced academics, researchers and clinicians have developed an award winning, evidenced based approach to engaging people and communities

•Pioneered Health Champion model starting in 2008, gone on to develop champion models tailored to specific groups and settings

•we have developed a whole system approach which creates the conditions for a new relationship between citizens and services which has the potential to transform services

•

Who are we?

Altogether Better have worked with more than 21,500 volunteer community health champions

And the numbers continueto grow……..

Ontario, Canada

London

The consultation and the right conversation with LTHT NHS FT

• The core of health care lies in the conversations that patients have with clinicians and other health care workers 

• A productive way to improve the whole health service is to transform the way the NHS does business by supporting really good conversations with people, patients and communities.

• Invited to work with Leeds Teaching Hospitals NHS FT• Ethnography – following the patients experience

Reducing costs

• Biggest cost to the NHS is ‘failure demand’- when we don’t give people what they need the first time

• Inaccurate diagnosis• Quality of the communication is

poor – entitlement anxiety• Reduce anxiety = increase quality

of communication• Improve communication =

improved experience• Improve clinical outcomes• Reduce costs

Q: What makes the biggest difference to our F&F score?A: All positive comments are likely to link to a better score, but being kept well informed is especially powerful in

motivating a positive rating (“extremely likely” to recommend) – in fact in this period there are no “unlikely” ratings among this group

A: Perceptions of poor care (lack of attention or help) are the most directly related to negative scores (and hence low F&F score)

A: After this, is it negative perceptions of waiting times, staff (mainly the perceived lack of them/overworked) and not being kept informed that produce the next lowest scores

Positive Comments

Negative Comments

Net F&F score(among those

whomentioned this)

+64

+78

+69+74

+84+70

+5

+22-54

+5+21

+3

Phil's Story

A story of the first day in the department

Patterns: Anxious patients

How do ED Champions support the department?A survey of ED Staff identified the following areas as being the main roles they have noticed Champions undertake (from most often to least often):•Keeping people company who are waiting to be seen, providing friendship and support•Practical help - e.g. providing/ helping with food/drink, helping make beds, phoning taxis, contacting relatives•Navigation - helping patients/families find their way around the department/hospital•Welcoming people when they arrive in the ED•Communication - helping those who are not English speakers or who have other difficulties hearing/understanding•Explaining to patients what they can expect during their visit to ED - e.g. triage, waiting, consultation, treatment•Signposting - telling patients/families about services in the community that might be helpful for them

Feedback from ED StaffStaff have noticed the Champions having a positive impact:•“They have that precious time to put a patient at ease and offer some support”•“Improving patient experience by supporting those in need, chatting to them & making them at ease which is what nurses have less & less time to do.” •“Ensuring patients are comfortable, providing refreshment to those that need it, and company for those who want it”•“A listening ear and compassionate approach”•“Interacting with patients - making their stay much nicer!”•“Assisting with dignity rounds and talking with patients”•“Talking to and reassuring patients, getting drinks and sandwiches for patients. Generally just being there for patients who are worried and scared.”•“Making a difference to the waiting times to people in the department - by talking and making patients aware when things are delayed“

Feedback from ED StaffIn their own words…

•“Champions are bringing their own individuality to their role! It’s great! Patients commenting ALL THE TIME about supported they feel by the Champions. It can only enhance the team as a whole. •“Champions coming along has made huge difference to morale in the dept.”•“I would love to see more in the ED, I feel that they are a resource that could help to improve our image in the future•“They’re very approachable and smiley!”•“Champions are doing a great job”•“Champions’ help and enthusiasm has been a godsend especially over the extremely busy past weeks. I know they are very much appreciated by all our team and most certainly our patients”

A survey of ED staff demonstrates a very positive impression of the work:•100% of respondents agree that the ED work is worthwhile•100% of respondents would recommend this work to colleague in other departments•100% of respondents see Champions in the department regularly (25%) or several times a week (75%)•75% of respondents state that patients are more satisfied when they have been supported by an ED Champion•83% of respondents agree that there is a nicer atmosphere in the department when ED Champions are around•92% of respondents see Champions as ‘part of the team’

What does the data tell us?

• Staff morale improves- workload shifts• Staff have better experience

• Patients have a better experience • Patients get better clinical outcomes• Patients better understand how to use services• Patients are supported and signposted to find support

in their community

Champions and the service evolve new ways of doing things together

When it works…

Chat to us

Email:alyson.mcgregor@swyt.nhs.uk

Web: www.altogetherbetter.org.uk

Follow us: http://twitter.com/altogetherbeter