Welcome to the Partners in Care programme

Web session four 26 February 2015

The session will start at midday

Dr. Lynne MaherDirector for Innovation

@LynneMaher1

Partners in Care programme Web session four

Understanding experiences

Dr. Lynne MaherDirector for Innovation

@LynneMaher1

• Background noise- Background noise- we can hear you! If you we can hear you! If you are able to mute your phone please do so until are able to mute your phone please do so until you want to speak to the groupyou want to speak to the group

• The ‘chat’ box The ‘chat’ box – you are able to write a – you are able to write a note/question in the chat box at any time. note/question in the chat box at any time. Please just use the ‘general’ chat box and not Please just use the ‘general’ chat box and not the specific Q&A onethe specific Q&A one

Agenda for today’s web session

• Focus on understanding experience

• Presentation by Lynne Maher

• Workbook review update– By 5pm, Thursday 28 May 2015

• Time for questions

Low cost, timely feedback At London Gatwick airport

You need to ……

• Complete the understand phaseComplete the understand phase• Organise opportunities for co-designOrganise opportunities for co-design• Start to think about what you will Start to think about what you will

measuremeasure

Understanding the patient experience

You should all be getting to this stage now……………

Patient story and a process map…

It took ages to find a car parking space and then I found it was a 15 minute walk to the outpatients clinic. How

frustrating! The room was cluttered with out of date magazines and notices on the

walls and I was already feeling really nervous

I wasn’t sure where to go – the signs were

difficult to follow

Patient waits to sees

consultant

Patient goes to different

department for investigations (X-

Ray/Pathology

Patient sees

consultant

Patient arrives at

clinic

Patient registers

with reception

How do I find out where to go...I think I am lost. I am worried that I will be

lateI seem to be waiting a long time, have I been forgotten or missed my name

being called out? Feeling anxious

frustratingnervous

unsure

Consultant was really helpful

relieved

Patient waits to sees

consultant

Patient goes to different

department for investigations (X-

Ray/Pathology

Patient sees

consultant

Patient arrives at car park

Patient navigates to clinic

Patient arrives at

clinic

Patient registers

with reception

Patient navigates to department

+ve

-ve

frustrated

relieved

anxious

informed

nervous

worried

unsure

pleased

upset

It took ages to find a car parking space and then I found it was a 15 minute walk to the outpatients clinic. How

frustrating!

The room was cluttered with out of date magazines and notices on the

walls and I was already feeling really nervous

I wasn’t sure where to go – the signs were

difficult to follow

Emotional mapping

Emotion mapping and flow mapping- Christchurch New Zealand

Patient experience of using the call bell

Waikato Hospital NZ

Ward 15Whangarei Hospital

Denise Whatene

Questions? Questions?

Co-design

Co-designing future information

“I was the only one who was

consistently there.

I was the only one who knew the whole

story.” 

Ruby 84 years young……

If we find, ask and listen to those we brand as ‘hard to reach’ we will find that it is our service that is hard to

reach.

Questions? Questions?

Measuring

“what matters more than raw data is our ability to place these facts in context and

deliver them with emotional impact.”Daniel Pink – a whole new mind 2008

© NHS Institute for Innovation and Improvement 2008

• Reduction in time• Reduction in duplication• Reduction in steps

• Increase in Safety: reduction in error and cost• Improve Patient Experience:

• Reduction in handoffs• Reduction in complaints

• Increase in Effectiveness• Adherence to standards/protocols; reduction in

variation

Measure the improvement: the quantitative perspective

Measure improvement: the qualitative perspective

• Collect stories and pictures • Observe• Use mapping techniques• Before and after – from and to

How patients felt about care:before improvements

www.wordle.net

How patients felt about care: after improvements

www.wordle.net

Use quantitative and qualitative reporting together

FROM TO

Registration:frustrated, nervous

Registration:calm, understanding

Questions? Questions?

Work book• First stage completion:

– Section 1 - Preparation– Section 2 - Capture – Section 6 - Webex session 1 and 2

• Second stage completion:– Section 3 - Understand– Section 4 - Improve– Section 5 - Measure– Section 6 - all webex sessions

• Case Study

By 5pm on Thursday 28 May

2015

Time check

68 daysBefore your final work book and case study

needs to be submitted

Assuming you are working five days a week on your project

Via Twitter @blondenurse33)