Team cascade workshop

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Team cascade workshop July 2009
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Patients first is

• About nurturing a truly patient-centred culture
• Showing that we put patients first in
  everything we all say and do, so our patients
  feel safe, feel cared for and feel confident in
  their treatment
• Created by 800 staff and patients in In Your
  Shoes workshops, Future Culture survey and staff
  workshops
• Essential for a quality service because
• Our patients and staff deserve the very best
  experience
• It creates patient advocates in a world of choice
• Improved outcomes as patients are more involved
  in their care
• Getting it right for patients is more
  cost-effective

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Whats it like in your shoes?

• We listened to patients in a series of In Your
  Shoes sessions
• They told us how they are treated as individuals
  is vital
• Patients want to know that we put them first, to
  ensure they feel safe, feel cared for and feel
  confident in their treatment. Our online survey
  showed staff value the same behaviours

I want to feel that you carefor me as an
individual, because that makes me feel better.
Waiting behind a curtain without any information
was scary. Ive never felt so alone in my life.
When she said she was too busy it made me worry
they might miss something.
The explanation was very complex. I had no idea
what to expect, it was terrifying.
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Patients First whats happening

• New consistent behavioural service standards -
  will apply to everyone in every role
• Handbook with dos, donts and examples,
  supported by all-staff training workshops
• Service standards integrated into HR processes
  recruitment, induction, appraisal, development,
  and regular measurement to integrate into
  performance scorecard and quality accounts
• Support for leaders / managers to role model and
  manage the standards with their teams cascade
  from Board down

Patients First is for everybody, every team,
every service, every patient, every interaction,
every day
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We will be making some promises to our patients
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We can all choose to put patients first
Outcome more compliments like this
In patients shoes Being in hospital every day
its easy to forget its very different for
patients, who come in seldom, anxious and often
in pain. By imagining what its like in their
shoes we build empathy and can diffuse difficult
situations. Little things make a big
difference We only get one chance to make a good
first impression. When patients are worried the
smallest things can have the biggest impact, on
whether they feel safe, cared for and confident
in their treatment. Choose a positive
attitude How we treat patients as people has a
real impact on their outcomes. We can choose the
tone of voice, and body language we use, as well
as what we actually say and do, so patients know
we are putting them first. Consistency creates
quality Many of us are already role models in
putting patients first. But to achieve the
quality we aspire to for our patients every one
of us needs to deliver our standards consistently
in everything we do
You doctored my body excellently but what I
specially noticed was the time and trouble you
(everybody) took to treat me and all your
patients as human beings, maybe frightened and
distressed by finding themselves in an alien
environment, maybe in pain. The calm
reassurance, the words of comfort, or quick joke
in passing, the unfailing courtesy and attention
to detail were greatly appreciated and, for me,
formed a major part of the healing environment
you created. I think this atmosphere is
something that you can only teach by example..
WSH Patient, 2009
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Patients First service standards

• Ten new Patients First standards apply to
  everyone
• Handbook with practical examples, dos and donts

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The standards I feel safe
Patients tell us
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The standards I feel cared for
Patients tell us
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The standards I feel confident
Patients told us
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The standards Its getting better
Patients tell us

• Improving quality, getting things right first
  time, costs less
• Simplicity is better for patients
• Improvement is everyones job finding ways to
  put patients first and improve our own
  productivity

The hospital is being pro-active about wanting
to improve.
Being listened to was so much better than writing
a complaint.
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What can you do differently?
Discuss your challenges as a team, and then
review and apply the standards to work out what
you could do differently to improve your
patients experience.
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Your role in putting Patients First

• Many of our staff already deliver excellent
  service by putting patients first including
  those in this room but we need to drive
  consistency of behaviour from every member of
  staff, for every patient, every day
• Our patient survey results show we have room for
  improvement
• 2008 - in top 20 of Trusts for only 12 of the 74
  indicators
• Why is this important? Patient advocacy in a
  world of choice clinical outcomes as patients
  are more involved in their care a more positive
  environment for staff to work in and because
  quality costs less, and getting it right first
  time for patients is more efficient for us

We need leaders at all levels to role model and
mentor the teams around them to ensure
consistency in the quality of our patient
experience