Risk, quality and trust: lessons from Francis
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Transcript of Risk, quality and trust: lessons from Francis
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Risk, quality and trust: lessons from Francis
Jeremy Taylor, CEO, National VoicesAt CfPS Annual Conference
10 June 2014
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Themes from the Francis inquiry...
• culture and behaviour• openness• transparency• honesty• standards• the patient and public voice• and it’s not just about mid-Staffs
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The Government response
• Chief inspectors – “an Ofsted for health”• Duty of candour - when things go wrong• Berwick - on “zero harm”• Cavendish – on nursing• Hart/Clwyd – on complaints• Keogh – on 14 other worrying hospitals• “Hard Truths”• But it’s not about the Government
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What matters to patients? – the evidence• Treat me as a person• I need access • I need information• Talk to me• Involve me• Involve my family and friends• Respect my privacy, confidentiality and dignity• Help me stay well and independent• Join things up, don’t pass me from pillar to post • I need practical support• I need emotional support
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It’s not just about the ward
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Living with .....
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Out-of-Hours Doctors
GPDistrict Nurses
Social Worker
Malcolm &Barbara
Consultant Continence Adviser
Speech & Language Adviser
Dietician
CommunityDentist
OccupationalTherapist
Equipment Service
PhysiotherapistAlternating
Mattress technician
Wheelchair Service
Oxygen serviceDirect
PaymentsTeam; Rowan
Org.
Alzheimer’sSoc outreach
worker
Care team2 live-in carers (alternating weekly)Replacement carer[Some night nursing – Health]Emergency carers & Barbara
The Web of Care
(Last 7 yrs)
DementiaAdvisoryNurse?
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Person centred coordinated care
“I can plan my care with people who work together to understand me and my
carer(s), allow me control, and bring together services
to achieve the outcomes important to me.”
Information
My goals/outcomes
Communication Decision making
Care planning
Transitions
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Engaged,
informed patients
HC
Ps com
mitted to
partnership working
Organisationalprocesses
Responsive commissioning
Personalised care
planning
Coulter, Roberts, Dixon: Delivering better services for people with long-term conditions – building the House of Care, King’s Fund, October 2013
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Being person-centred
• People - treat me as a person • Partners in decisions – involve me as much as I want to be,
don’t just “consent” me• Self-managers - help build my knowledge, skills, confidence, I
want to get on with my life• Citizens - understand my needs; respect my rights whoever
I am• People helping people - connect me with those who can help
me• Communities and leaders - we want to put something back:
benefit from our collective goodwill , experience and leadership
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Being person-centred
• Risk - I want you to be safe and I want you to trust me
• Quality – “safety, effectiveness, experience” - but also what matters to me
• Trust – You need to earn my trust by being open, honest, and transparent. And you need to trust me
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Kate Granger’s values
• Communication• The little things matter• Person –centred care• See me – not my disease• http://play.buto.tv/HMzZc
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Some questions for scrutineers
• Can we find out what is going on?• What do patients and families think?• What do staff think?• What does the board worry about?• Do they learn? Do things change?• Are patients involved? How and where?• Are staff involved? How and where?• Where is the community?
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• Thanks for listening!• www.nationalvoices.org.uk• Follow us on Twitter• @NVTweeting• @JeremyTaylorNV