Patient Experience in PracticeRegional MasterClass Taster Seminar

Goals for today

Recognise the professionalism of patient experience

Networking for today and beyond

Sharing best practice and pragmatic solutions

Providing head space for thinking about relevant issues

Plan actions and ideas to take forward

Introductions

Introducing PEN

Introducing the MasterClass

Introducing each other

Introducing Best Practice

Introducing PEN

Recognition and Awards

Best Practice and Case Studies

Networking and

Collaboration

Accredited Learning

Benchmarking

Thought Leadership

Introducing the MasterClasses

20th March Luton and Dunstable University Hospitals NHS Foundation Trust

26th March NorthWest Ambulance Service NHS Trust

1st April Nottinghamshire Healthcare - Involvement Team

11th April Peninsula Community Health CIC

Late April DDES CCG

Introducing the MasterClasses

10:00 Welcome and Introductions (PEN)

10:15 Approach for day (PEN)

10:30 Best Practice Input from local host (90 minutes)

12:00 Brief in next session (PEN)

12:15 Discussion 1

13:00 Lunch and networking

14:00 Discussion 2

14:45 Discussion 3

15:30 Debrief and Action Planning

16:00 Close

Introducing each other

Introducing PEN

Introducing the MasterClass

Introducing each other

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Introducing Best Practice

1 What does best practice mean?

2 Often good practice that is working

3 Practical and pragmatic

4 Evidence based

Introducing Best Practice

1 Use of technology

2 Staff

3 Simple solutions

4 Partnership working

5 Hard to reach or ‘minority’ communities

Introducing Best Practice – use of technology

• Abertawe Bro Morgannwg University Health Board (ABMU) Knocking the Spots off Measles

• Doncaster & Bassetlaw Hospitals NHS Foundation Trust It started with an e-Pen

• Manchester Mental Health and Social Care Trust Involvement to Innovate – “Patient Voices”

• Nottinghamshire Healthcare NHS Trust Open, Transparent and Online – Your Feedback Matters

• Royal Manchester Children’s Hospital in Partnership with – InTouch with Health Avoid the Queue – Self Check-in is for you!

• South Tyneside NHS Foundation Trust Electronic Referral and Caseload Scheduling for District Nursing

Introducing Best Practice – staff

• Nottinghamshire Healthcare NHS Trust – Involvement Team Only the best will do

• Nottinghamshire Healthcare NHS Trust – Involvement Team Partnerships Inspiring Changes

• The Hillingdon Hospitals NHS Foundation Trust Improving Staff and Patient Experience Through Our CARES Values

• Liverpool Heart and Chest NHS Foundation Trust The Development of a Nursing Model of Care for Patient and Family Centred Care

• Walsall Healthcare NHS Trust Asthma Management Plan: Engaging Staff- Empowering Patients

• Luton and Dunstable – The Call Centre Project

Introducing Best Practice – simple solutions

• University College London Hospital NHS Foundation Trust The Inpatient Welcome Pack

• Hywel Dda Health Board Hywel Dda Shows the Way!

• University Hospitals Birmingham NHS Foundation Trust Helping patients to rest and sleep in hospital

• University College London Hospital NHS Foundation Trust Pain Raid

• Liverpool Heart and Chest NHS Foundation Trust The Development of a Nursing Model of Care for Patient and Family Centred Care

Introducing Best Practice – partnership working

• NHS Lanarkshire The Integrated Community Support Team

• Southern Health NHS Foundation Trust Enhancing communications between, children, young people, parents and schools

• One Housing Group Tile House – Care Support Plus

• Peninsula Community Health CIC Kinda Magic

• Cumberland Infirmary, North Cumbria University Hospital Trust The spread and adoption a new patient experience programme for North Cumbria – Laying the Foundation

• Nottinghamshire Healthcare NHS Trust – Involvement Team Only the best will do

• Nottinghamshire Healthcare NHS Trust – Involvement Team Partnerships Inspiring Changes

• Royal Manchester Children’s Hospital in Partnership with – InTouch with Health Avoid the Queue – Self Check-in is for you!

• Alder Hey Childrens Hospital in Partnership with Everton in the Community & Woodlands Spa

Introducing Best Practice – hard to reach or ‘minority’ communities

• Nottinghamshire Healthcare NHS Trust – Involvement Team Partnerships Inspiring Changes

• Northumbria Healthcare NHS Foundation Trust Health Quality Checkers

• University of Manchester and Central Manchester University Hospitals NHS Foundation Trust Developing an effective clinical genetic service to engage with South Asian Families

• Hywel Dda Health Board Hywel Dda Shows the Way!

• Leicestershire Partnership NHS Trust Increasing access to and improving outcomes from early intervention in mental health problems amongst the LGB&T population

• Peninsula Community Health CIC Kinda Magic

• Northumbria Healthcare NHS Foundation Trust Dignity in Practice: Our Shared Purpose

• Northumbria Healthcare NHS Foundation Trust Joint North of Tyne Hospital Passport

• Northumbria Healthcare NHS Foundation Trust Improving the care and psychological well-being of people with dementia in community care settings who display behaviour that others

may perceive as challenging.

Survey results – main priorities for next 12 months

• Hoping for some national lead on a new complaints regulations

• One national training programme

• Gaining consistency across the service in interpretation of the regulations

• Patient Experience Dashboard

• Locality PALS and Complaints clinics

• Staff training

• Roll out FFT to more services

• continue driving patient experience as the business culture

• Empower teams to gather their own feedback, analyse and act on the results

• Greater use of technology to elicit patient views.

• Working with other NHS organisations to try and improve experience together.

• Getting "real" patient involvement higher up on the organisation's agenda.

Action Planning

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