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 The room was cluttered with out of date magazines and notices on the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