Post on 23-Feb-2016
description
Putting people at the centre of communication
Dr Stewart LambieRaigmore Hospital, Inverness
Wordle
Supported by
• Dept of Health 2003– “…all letters that help to improve a patient’s understanding of their
health and the care they are receiving should be copied to them as of right.”
• General Medical Council: Good Medical Practice– You must give patients the information they want or need to know
in a way they can understand.
– You must work in partnership with patients, sharing with them the information they will need to make decisions about their care
Caldicott two
• All communications between different health and social care teams should be copied to the patient or service user — there should be ‘no surprises’ for the patient as to who a record has been shared with.
Evidence-based
• Greater patient understanding and involvement• Considered “helpful” or “useful” by patients• Reduced inaccuracies• Increased trust, communication and relationships• Shared knowledge, more control • Relieves anxiety• Reminder of discussion and decisions• Acceptance of bad news, share with relatives
Listening to patients in Raigmore
• Four renal consultants
• One copies letters, others don’t (didn’t!)
• 26 patients no copy – 22 would like one
• 32 patients had a copy
Helpful or not?
0 1 2 3 4 5 60
5
10
15
20N
o. o
f res
pons
es
Understanding
0 1 2 3 4 5 60
5
10
15
20N
o. o
f res
pons
es
Like to receive letters followingall renal clinics?
0 1 2 3 4 5 60
5
10
15
20
25
30N
o. o
f res
pons
es
50 Reasons Not To Change
Other reasons not to change
• Financial cost• Green cost• Confusion/jargon• Confidentiality• Upsetting
• Quality of consultation• Quality of letter• Judgemental terms
What worked with colleagues?
• Local champion• Individual approach• Small scale tests of change
– 1 patient– 1 clinic
• Making it easy/hearing the patient voice– Request on front of notes
• Person-centred care needs patients to receive copies of letters about them
• Improvement Methodology works for spreading good practice