Vodafone Money Transfer – putting mobile at the centre of money transfer
Putting people at the centre of communication
14
description
Putting people at the centre of communication. Dr Stewart Lambie Raigmore 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 .” - PowerPoint PPT Presentation
Transcript of Putting people at the centre of communication
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
