How to improve patient

experience

Andy Williamson

Kidney transplant patient

Some things are simple and „human‟.

Some need a bit more organisation

and, perhaps, investment.

Empowerment

Shared decision-making

Co-production

The 5 As

The 6 Cs

Self-management

Communication

EducationExpert Patients

Peer support

Social media

What‟s behind them all?

How can I help you to

Avoid feeling helpless?

(In my experience)

It can be as simple as…

• Getting dressed,

getting out of bed and

nipping out for a paper.(I stopped feeling like an ill person)

• Being told what‟s going to happen next

and, roughly, when.

Renal Patient View

www.renalpatientview.org (from The Renal Association www.renal.org/rixg )

The KPG Forum

www.kidneypatientguide.org.uk/newBB/viewforum.php?f=2 or bit.ly/kpgforum

Communication – specific

• Everyone should have a clinical

point-of-contact, appropriate to their

situation, accessible by email, phone, text,

in person.

• Every specialty should be able to

recommend sources of interactive

information (helplines, online, local, other

patients).

Communication – more general

Start a conversation…

• Good newspapers now have a “Readers‟

Editor”; perhaps a good hospital/GP

surgery should have a “Patients‟ Advocate”

– to whom niggles, minor complaints,

questions and suggestions could be sent,

with the answers circulated widely.

And when something goes wrong…

• Duty of Candour

Robbie‟s Law?

• American example:

“Saying sorry reduced our legal costs.”