berenice postlethwaite patient experience manager do you see what i see? humanising a complex...
TRANSCRIPT
Berenice Postlethwaite Patient Experience Manager
Do You See What I See?Humanising a
Complex Medical System30th September 2014
What Patient and Family Experience is All About
The Story of Patient and Family Experience
The Story of Patient Experience Use your body intelligence
Do you see what I see ?
Do you see what I see ?
What do you hear – do you listen with your heart?
Listen with our heart?
WHAT DO I SEE?
WHAT DOI HEAR?
AM I LISTENED TO?
WHAT DO I SENSE IS
HAPPENING?
DO YOU KNOW ME?
HOW AM IMADE TO
FEEL?
BODY INTELLIGENCE THROUGH THE EYES OF PATIENTS / CARERS
Which journey are you on?
• Children, young people, families and carers want to feel that their hospital knows them, understands their problems and cares about them.
• They want us to learn from their experiences and improve. • From our children, young people and families we pick up
innovative ideas that we might not otherwise have known about.
• Links to other work streams – Quality, Equality and Diversity, IQP etc.
• Working collectively with children, young people and families will strengthen the framework of our teams and our organisation and it will be one of our most valuable assets.
Bringing the pieces together by “Listening, Understanding, responding and Delivering”