For 20,000 days Programme October 2013 Date: October 2013 Created by: Dr. Lynne Maher Gathering,...

For 20,000 days Programme

October 2013

Date: October 2013 Created by: Dr. Lynne Maher

Gathering, Understanding and acting upon patient and family experiences

Dr. Lynne Maher Director for Innovation

@LynneMaher1

Plan

• Demonstrate how you can improve health services by focusing on the actual experiences of patients, carers and staff

• Introduction to a few tools and techniques that teams find helpful

• Share some stories

• There will be some interaction and table work

But why?

“we need to move from a service that does things to and for its patients to one where the service works with patients to supports

them with their health needs”

• Feeling informed and being given options• Staff who listen and spend time with me/patients• Being treated as a person, not a number• Being involved in care and being able to ask questions• The value of support services, for example patient and carer

support groups• Efficient processes

(Robert, Cornwall, Brearley et al 2011)

What Matters to Patients (England 2011)

Interactions are really important

Patient experience does affect clinical outcomes

• Catheter-related bloodstream infections occur 56% more frequently in hospitals with low patient ratings for nurse or doctor communication

Reed K. (2012) Health Grades Patient Safety and Satisfaction

We need to learn from …The Garling Report

“Patient experience and satisfaction is one of the most important indicators alongside access to hospital services, clinical performance, safety and quality of the clinical care, costs associated with the provided clinical care, staff experience and satisfaction and sustainability”.

Special Commission of Inquiry into Acute Care Services in NSW Public Hospitals (Commissioner Garling, 2009)

We need to learn from–Mid Staffordshire, UK

• Need for a common culture of ‘putting patients first’

• “Every single person serving patients needs to contribute to a safe, committed and compassionate and caring service”

• Need for strong, patient centred healthcare leadership

The ebd approach is…

…about using experience to gain insights from which you can identify

opportunities for improvement

…about experiences not attitudes or opinions

@LynneMaher1

The components of good design

Berkun, 2004 adapted by Bate

Performance Engineering The aesthetics of experience

How well it does the job /is fit for the

purpose

How safe, well engineered and

reliable it is

How the whole interaction with the

product/service ‘feels’/is experienced

Functionality Safety Usability

+ +

How might you use patient experience methods

• As a regular way to understand patient experiences

• In an area where you have challenges- perhaps where you know you have a number of complaints

• As a critical part of an improvement project

“The biggest untapped resources in the health system are not doctors but users (of the service). We need systems that allow people and patients to be

recognised as producers and participants, not just receivers of systems … At the heart of the approach users will pay a far larger role in helping to identify

needs, propose solutions, test them out and implement them, together.”

Source: Design Council, 2004

Oh gosh, is this yet another thing I need to add to my workload?

3 Ways to do service improvement

1. Don’t listen very much to our users and we do the designing

2. Listen to our users then go off and do the designing

3. Listen to our users and then go off with them to do the designing

(Professor Paul Bate 2007)


Understanding the needs of people living with Multiple Sclerosis

“If I had an hour to save the world,

I would spend 59 minutes defining the problem

and one minute finding solutions”

Albert Einstein

Experience Based Design is about designing better experiences…


@LynneMaher1

• You do not need high numbers of patients• Develop information about what you are planning to do

and the role patients can play• Talk to patients • Identify patients who have recently complained• Clinical staff might identify patients• Use methods of engagement that are relevant to the

patient group.

Engaging patients …

@LynneMaher1

• Collect stories and thoughts from both patients and staff– Structured conversations – Story boards– Still photography and film provides compelling

illustration – Diaries

• Observe patients and staff delivering and receiving the service

Getting patients and staff involved Helping people tell their stories

Getting patients and staff involved Helping people tell their stories

Gathering experience…

Ruth Wickens and Nick White: Understanding and improving patients’ experience of the radiotherapy mask

4 in depth conversations

Norman

“There were two things that surprised me: one was the size of it. When you think about a mask you think quite small, just covering your face, whereas the mask that was produced was a big mask that went right down covering the shoulders. The other thing was that I didn’t expect it to be attached to a horizontal position – that was a surprise. Those two things made it hard to cope with initially, from being told I needed a mask to the actual reality of what that meant.”

Judy

“ Once again when that silence would kick in I’d be saying to myself, “What’s happening? Someone please talk to me”. It might seem a very short time to someone who’s on the other side of the wall and working on the machine, but that silence can be a very long time when you’re lying there and wondering what on earth’s going on.”

Cheryl & Phil

“You’re in, you’re bang, you’re on the table, your mask is put on, I never had the chance to look around the room.... Your head is fighting to say I want to get out of this, I want to get away.”

“Your head is fighting to say I want to get out of this, I want to get away, being nauseated, held down, having something in your mouth – it was horrible.”

Patient pictures/storyboards can be highly impactful


Rather than asking….“What’s the matter with you”

Try asking …..“What matters to you”

Maureen Bisognano IHI

Observation

People do not always do what they say they do

People do not always do what they think they do

People do not always do what you think they do

People cannot always tell you what they need

Observation lets you find out what people really do and need

IDEO 2006

Film....an example coming later

Experience Questionnaire

This is a tool that can be used on it’s own or as a starting point for understanding which part of the pathway you might want to focus on…

Experience questionnaire-developed by the NHS Institute for Innovation and Improvement adapted by many


Numbers, numbers…

Breadth

Depth

Conversations Shadowing

FilmingObservation

Emotion questionnaireFocus groupsObservation



@LynneMaher1

“It is more important to know what sort of a person has a disease than to know

what sort of disease a person has”.Hippocrates

Understand the experience

This part of the patient experience

approach is where you really begin to

understand your service in terms of how

patients, carers and staff experience it.

@LynneMaher1


There are three phases– they are closely linked and one leads naturally on to the other:

• Identifying emotionsEmotions

how people feel through their journey

e.g. scared

Understand the experience2) Finding the ‘touchpoints’

Touchpoints

moments of engagement How I feel at stages of my journey

e.g. finding a car parking space/ going

into surgery/going home


3) Mapping the emotions (highs and lows) to the touchpoints.

Going homeArrivin

g Safe

Angry

Delighted

Anxious

Confused

Identifying Emotions

Watch this film and write down the emotions that the patient talks about.

Write positive emotions above the line and negative emotions below the line

Remember that they may not be ‘pure’ emotion words but that you are gathering the emotions and memories from the patient story to understand the experience

emotionvideo1.wmv

Shelia- video showing emotions

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

Themes from emotion mapping – Christchurch New Zealand


@LynneMaher1

Improve the experience

“Experience based co-design positions patients as active partners with staff

in quality improvement”

(Tsianakas et al 2012)

@LynneMaher1

• Involve patients/carers and staff• Create ‘co-design’ teams• Be clear about actions needed and impact

desired• Use improvement tools and techniques

Co-design - turning experience into action

Co-design - turning experience into action

Improve the experience

Planning an experience event

Working in partnerships with patients can create some apprehension, but it has the potential to

transform health services

•Plan the date in advance•Make sure everyone can get to the event•Use ‘simple English’•Staff are often as nervous as patients/family members•Staff may try to ‘take control’ facilitation is important•Do not leave without next action steps

Action Planning

A personal responsibility…

• Hugh McGrath-Patient

• Julie - Clinic Receptionist

• John Pickles-Consultant

What do we learn from our experiences?

• Bust the myth – Patients do not want a ‘gold plated service’

• They want a good experience

• Patients and staff see each other in a different way…as people

• Confidence for improvement action grown for all



@LynneMaher1

Measurement: Key to all improvement work

AIM

CHANGE

MEASURE

RAPID CYCLE IMPROVEMENT

Langley et al. “The Improvement Guide: A Practical Approach to Enhancing Organizational Performance.”

What are we trying to accomplish?

How will we know if a change is an improvement?

What changes can we make that will result in improvement?

PLAN

DOSTUDY

ACT

• 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

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

“the point is to emphasize that each of the cases involved an actual human being. Describing them as a percentage would dehumanize the physical impact on a real person, someone's

mother, father, sister, or brother”Paul Levy CEO 2008


Measure improvement: the qualitative perspective

• Collect stories• Observe• Use mapping techniques• Before and after – from and to

One word to depict how patients feel about your care (before)

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

““Nothing about me, without Nothing about me, without me” me”

[email protected]@middlemore.co.nz

@LynneMaher1

mailto:[email protected]

Further Reading

Bate, SP. Robert, G. (2007) Towards more user-centric organisational development:

lessons from a case study of experience-based design. J Appl Behav Sci 43(1):41–66

Boyd, H. McKernon, S. Mullin,B. Old, A. (2012) Improving healthcare through the use of co-

design. NZMJ, Vol 125 No 1357

Dewar B et al (2009) Use of emotional touchpoints as a method of tapping into the experience of

receiving compassionate care in a hospital setting. Journal of Research in Nursing. Sage

Publications

Doyle. C, Lennox. L, Bell. D. (2013) A systematic review of evidence on the links between

patient experience and clinical safety and effectiveness. BMJ Open 2013;3:e001570.

doi:10.1136/bmjopen-2012-001570

Luxford, K. Piper, D. Dunbar, N. Poo,e. N. ( 2011) Patient Centered Care Improving quality and

safety through partnerships with patients and consumers. Australian Commission for

Quality and Safety in Healthcare. http://www.safetyandquality.gov.au/wp

http://www.safetyandquality.gov.au/wp

Further Reading

Maben et al ( 2012) ‘Poppets and parcels’: the links between staff experience of work and

acutely ill older peoples’ experience of hospital care. International Journal of Older Peoples

Nursing. Blackwell Publishing

Piper, D. Iedema, R.(2010) Emergency department co-design stage 2 evaluation—report to

health services Performance improvement branch, NSW Health, Centre for Health

Communication. University of Technology, Sydney

Reeves, R. West, E. Barron, D. ( 2013) Facilitated patient experience feedback can

improve nursing care: a pilot study for a phase III cluster randomised controlled trial

BMC Health Services Research 2013, 13:259. http://www.biomedcentral.com/1472 6963/13/259

Tsianakas et al (2012) Implementing patient-centred cancer care: using experience-based

co-design to improve patient experience in breast and lung cancer services. Support

Cancer Care. DOI 10.1007/s00520-012-1470-3

Weiner, S. et al (2013) Patient-Centered Decision Making and Health Care Outcomes. Annals of Internal Medicine Volume 158. Number 8 .p573

http://www.biomedcentral.com/1472

For 20,000 days Programme October 2013 Date: October 2013 Created by: Dr. Lynne Maher Gathering,...

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