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1 www.cymru.gov.uk Patient Centred Care – all playing our part Lessons from Francis: Care, Compassion and Communication Cardiff City Stadium Dr Ruth Hussey, OBE Chief Medical Officer for Wales
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Patient Centred Care – all playing our part. www.cymru.gov.uk. Dr Ruth Hussey, OBE Chief Medical Officer for Wales. Lessons from Francis: Care, Compassion and Communication Cardiff City Stadium 16 th May, 2013. 1. Our new reality. It is NORMAL to be caring and compassionate - PowerPoint PPT Presentation
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www.cymru.gov.uk
Patient Centred Care – all playing our part
Lessons from Francis: Care, Compassion and CommunicationCardiff City Stadium
16th May, 2013
Dr Ruth Hussey, OBEChief Medical Officer for Wales
Our new reality
• It is NORMAL to be caring and compassionate
• It is NORMAL to be held to account personally and be up to date in all that I do
• It is NORMAL to make it easier for patients to have integrated care
• It is NORMAL to be open and honest with colleagues
Our new reality
• It is NORMAL to put patients and their families first
• It is NOT NORMAL to harm people, to ignore concerns or hide things when things go wrong
• It is NOT NORMAL to assume I know best
• It is NORMAL to recognise that staff make mistakes and to help them to do it right
Emerging Model of Large Scale Change
Version: 11 October 2008. Paul Plsek on behalf of the Academy for Large Scale Change. Based on preliminary literature review.
Identifying need for change
Framing/ reframing the issues
Engaging/ connecting
others
Making pragmatic change in multiple
processesAttracting
further interest
After some time
Settling inPossible outcomes1. sustainable norm 2. plateau3. run out of energy
Living with results and
consequences
Maybe later
Repeats many times in hard to predict ways
Time delay
Changing culture
Direct link between NHS staff Health and Well being and patientsafety; patient experience; and, effectiveness of care (Boorman 2009)
The Corporate Health Standard is theWelsh Government’s quality mark forhealth and well being in the workplace;
‘Working Differently – Working Together’ encourages all NHS Wales organisationto aim for the Platinum Standard, and toachieve and maintain a minimum of the Gold level;
Healthy working Wales & NHS Wales
• Hywel Dda Health Board has become the first LHB to achieve the Plantinum CHS;
• The remaining six LHBs and Velindre NHS Trust have achieved the Gold CHS;
• The Welsh Ambulance Service NHS Trust and Public Health Wales are engaged in the process.
Tenant Satisfaction on Overall Service from MHA
Ref: Monmouthshire Housing Tai Sir Fynwy
Ref: Monmouthshire Housing Tai Sir Fynwy
Ref: Monmouthshire Housing Tai Sir Fynwy
