Creating a Revolution in Patient and Customer Experience

Being Bold in Our Ambition

Kay Fradley, Head of Patient Revolution

• Significant variation across Trusts

• 1 in 5 hospitals failing to get the basic right – food, drink and dignity

• Staff are increasingly unsatisfied with the care provided at their hospital

• Mid Staffs emphasised link between quality and patient experience

• Decisions about me, without me

But sometimes the NHS falls short

Building the Future: The Patient Revolution

Patient Revolution ?

• Local communities need to own their NHS services and have much greater say in how they are run.

• A movement of people, sharing good practice

• Patients need to be educated in this approach and so do clinicians and managers

• Patients need the confidence to be able to raise their concerns regarding inadequate treatment

Creating an NHS across the Midlands and East which delivers

exceptional customer care and patient experience

 

What is a Patient Revolution?

What is a Patient Revolution?

For patients and their carers this means that they will; Be treated routinely with dignity, compassion and respect, routinely involved in their care and in decisions about their care.

For staff this means that they will; deliver care which values, understands and responds to the ‘whole’

customer experience and be supported to deliver a standard of service consistent with the

NHS Constitution.

• Set the DirectionPatient Revolution strategies part of system planning

• Measure, benchmark and publicise Patient ExperienceCreate a real time monitoring framework•Begin in Acute sector & role out in other areas

• Create a social movement to accelerate and drive•Establish the Patient Revolution Council•Get patients & professionals to set out what good looks like across the NHS

So, our approach

• Clearly defined vision and strategic goals

Setting the Direction

Measuring Experience

How likely is it that you would recommend this service to friends and family?

+ why = valuable metric and comment

The Friends and Family Test

• Data returns for May 2012 were received from 100% of the 46 acute trusts in the cluster region

• Trusts reported that from a total of 151,612 inpatients in the period, 22,132 (an increase of over 800 patients from April) were surveyed, this equates to 14.6% of acute inpatients (a 6% increase from April)

• The combined Net Promoter Score for the cluster region for May 2012 is 62

• Individual trust scores range from 29 to 89

• The average individual trust score is 63

Publicising Patient Experience

“Another aspect of the preference for figures rather than people has been the failure to listen, or to listen properly. Many of the complaints made to the Inquiry had already been made in precisely the same terms to the Trust. Many of them, even if taken on their own as one person’s observation, should have been enough to alert a listener to the existence of a serious systemic problem.” http://www.midstaffsinquiry.com/assets/docs/Inquiry_Report-Vol1.pdf

Embedding the Patient Voice

Creating the Social Movement

Staff bad mouthing is an issue

Creating a Social Movement

• System Led

• Defining what good looks like

• Share good practice

• Clinical Chairs:

• David Levy, Medical Director ULH

• Kay Fawcett, Executive Nurse UHB FT

• Fay Baille, Executive Nurse, Arden Cluster

• Steve Laitner, GP and Associate Medical Director NHSME

Supporting a Revolution

Ambition Showcasing Events

In Development

Institute of Customer Services Accreditation Scheme

Bespoke Customer Services Board Development Package

Mystery Shopper Scheme

Friends and Family Test Rollout

Patient Leaders/Ambassadors

Skills Development: SDM/Co-Production

Building capability e.g. FT, Health watch, CCGs

NHS Constitution Re-launch

Delivered/ Well underwayPR Council & T&F Groups

Friends and Family Test

Ambition Accelerator

Vision and Case for Change

Board Level Champions

Patient Stories Good Practice Guide

Performance & Opinion

NHS Good Engagement Guide (EDS)

Data Correlation Review

Personalisation Tools Re-launch

Ambition Showcase EventsCustomer Services Alliance

Key Contacts:• Dr Stephen Dunn, Director of Policy & Strategy (stephen.dunn@eoe.nhs.uk) • Kay Fradley, Head Patient Revolution (kfradley@nhs.net)• Andrew MacPherson, Director of Customer Service & The Strategic Projects Team (

andrew.macpherson@eoe.nhs.uk)

Please Contact :

Patient.Revolution@eoe.nhs.uk should you wish to receive the Patient Revolution Monthly Bulletin.

Questions