Download - Experience Led Care Presentation Linked In
Our journey to the end of my life
“Walk in my shoes”
Thought for the day
“...So often, the most important lesson doesn't actually involve new or better procedures...the real failure is a failure to think imaginatively about what it is we are engaged in....”
Adapted from Rev Dr Alan Billings, Radio 4, 08 March 2010
What is purpose of ELC?To improve quality (specifically patient experience) by supporting managers, clinicians and staff to:
• Think imaginatively about what they are engaged in• Connect emotionally with the process
• Unite around a common vision of desired patient experience
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What is ELC?The systematic use of robust patient experience insights across care management and commissioning to inform:
How ELC works• Gather robust data about patient experience• Develop change management tools combining techniques from: marketing and communications, Neuro Linguisitic Programming (NLP), social movement theory, organisational development, Experience Based Design (EBD)• Engage hearts and minds across the health economy• Drive cultural and behavioural change
Foundations of the ELC approach • A rigorous understanding of usual and ideal patient experience • New tools and approaches that connect policy makers, managers, clinicians and staff with patient experience over time• New concepts and approaches to patient engagement and involvement
• Talkative, engaged patient support networks and communities
• Passion for change and improvement
Prerequisites for success• Passion• Credible patient experience insights• A culture that:
values emotional and clinical needs embraces innovation is based on partnership working
• Capacity and willingness to change• Competent, appropriately resourced change agents • Performance management based on patient experience (both qualitative and quantitative measures)
University of Oxford Health Experience Research Unit
Our partners in development of ELC
www.healthtalkonline.org
Our quality assured management tools • Trigger videos
• ELC commissioners analysis and recommendations • Fine detail ‘walk in my shoes’ mind map• Simple ‘walk in my shoes’ journeys• ‘People like us’ profiles (staff and patients)• ‘Walk in my shoes’ rapport building and EBD • engagement workshops• ‘Walk in my shoes’ service experience measurement aids: flash cards; real time journeys• Experience improvement coaching programme for change agents• Implementation support materials and services
Co-designed process tools (End of Life care) • ELC Live4life icon/badge and fast track system• ELC Connect4 life network (built on secret Face Book group)• ELC change agent education and development programme
How ‘Traditional Commissioning’ views care: clinical touch points
How Experience Led Commissioning views care: emotional touch points
Touchstones of end of life care
sensitivity
Being special
Kindness
Caring
understanding
Free of pain
Peace and dignity
Control
normality
My daily life challenges
shopping
Getting about
benefits
Tax, pension, and legal stuff
Cleaning and cooking
Being pain free
My dreams
Will
I often think about…
What’s on my mind?
• The future I will not have•Where I would like to die• Whom I want to be with• My dignity• My pain
• The practical stuff (especially
money)• My carer’s well being
What are the next steps in ELC development?
• Final Report to SHA/DH• Present proof of concept work with DH
• Beta-test ELC end of life care tools with Wallasey Health Alliance• Publicise findings (National, SHA, local)• Join up with clinical commissioning, performance management, quality policy agendas• Expand ELC to other disease areas with talkative innovators
How can we work together?