How Public Design? NHS


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  • … the service provisions hasn’t advanced as fast. Being an NHS patient is still too often a frustrating experience .” Healthcare Commission, 2005 Health services still tend to be organised rather than designed as such System is often still based on the status quo – The systems very much still evolves round the professional (the patient comes to see the doctor) and the [patient is not considered as custmer as such like in the private sector rather than the patient (or the ‘customer’)
  • 05/09/11
  • Helen Welcome
  • Multiple Sclerosis is the most common disabling illness of young adults in the UK. NHS Institute worked with healthcare staff, the design agency LiveWork and people with MS living in Ealing. They were keen to understand the experience of having MS from the patient’s perspective, as well as that of their family/ carer, frontline staff and other stakeholders. The idea was to build on existing healthcare provision and develop an improved and sustainable service for the area.
  • How Public Design? NHS

    1. 1. Engaging people through design Dr. Lynne Maher Director for Innovation and Design
    2. 2. The NHS Institute ...... supports the NHS to transform healthcare for patients and the public by rapidly developing and spreading new ways of working, new technology and world class leadership.
    3. 3. The NHS is one of the largest organisations in the world <ul><li>Total Number of Doctors 133,662 </li></ul><ul><li>Of which GPs 37,213 </li></ul><ul><li>Total Qualified Nursing Staff 408,160 </li></ul><ul><li>Managers and Senior Managers 39,913 </li></ul><ul><li>Total Number of NHS Employees 1,368,693 </li></ul>
    4. 4. The NHS resource and activity is high <ul><li>£96,6 billion total spend 2009/10 </li></ul><ul><li>This has to reduce by £20 billion over the next 3 years while maintaining or improving quality, safety and patient experience </li></ul><ul><li>The NHS sees over 1 million patients every 36hours </li></ul>
    5. 5. One of our challenges … “ The government has set itself the aim of a ‘patient-led NHS’ . But our health services still have a long way to go before we can say that they are really putting patients first. Being an NHS patient is still too often a frustrating experience .” Healthcare Commission, 2005
    6. 6. Our introduction to 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 + +
    7. 7. © NHS Institute for Innovation and Improvement 2009
    8. 8. Insights from patients and carers help to design services that better meets the needs of people
    9. 9. Shelia- video
    10. 10. The story of the toilet roll holder Action : Toilet roll holders now on both sides to help the patient feel more independent and be safe. © NHS Institute for Innovation and Improvement 2009
    11. 11. Language <ul><li>Blisters/Lumps/Ulcers/Polyp/ </li></ul><ul><li>WartyThings/Necrosis/ </li></ul><ul><li>Lesions/NaughtyTumour/ </li></ul><ul><li>Aggressive/Progressing/ </li></ul><ul><li>Precancerous </li></ul>
    12. 12. <ul><li>There are some challenges </li></ul>
    13. 13. <ul><li>“ soft and fluffy” </li></ul><ul><li>“ Don’t you do chairs” </li></ul><ul><li>“ A different language” </li></ul>Design and Designers
    14. 14. Patients as partners We think patients want this.....
    15. 15. There is a need for skills development for example: <ul><li>Observation </li></ul><ul><li>Filming </li></ul><ul><li>Mapping emotions </li></ul><ul><li>Prototyping </li></ul><ul><li>The confidence to co design </li></ul>
    16. 16. Design has a massive potential to transform – we need it in all aspects of health care services
    17. 17. What about Government? <ul><li>Strong messages from politicians: </li></ul><ul><li>“ First, patients must be at the heart of everything we do, not just as beneficiaries of care, but as equal partners in its design. We must see the NHS through their eyes – their experience – their outcomes, and make delivering what they want a shared experience and responsibility.” Andrew Lansley. </li></ul><ul><li>A range of Policy and National Drivers for improving Patient Experience </li></ul><ul><ul><li>Liberating the NHS - The White Paper and legislative framework </li></ul></ul><ul><ul><li>NHS Outcomes Framework -Domain 4 of the NHS Outcomes Framework identifies the importance of providing a positive experience of care for patients, service users and carers. It is now standard practice in healthcare systems worldwide to ask people to provide direct feedback on the quality of their experience, treatment and care </li></ul></ul><ul><ul><li>NHS Constitution </li></ul></ul><ul><ul><li>Section 242 - The Statutory Duty to Involve </li></ul></ul><ul><ul><li>NHS Commissioning Framework </li></ul></ul><ul><ul><li>NICE Quality Standards (Autumn 2011) </li></ul></ul>
    18. 18. What do the professionals think? <ul><li>“ This work has transformed our understanding of how patients experience our services. Many lean efforts in healthcare fail to address this key issue. We will be placing it at the centre of our drive for improvements.” </li></ul><ul><li>Chief Executive, David Fillingham </li></ul><ul><li>I thought I knew what was needed to improve our service but I had no idea! Working this closely with patients and families has made a real difference to us and it has saved time and money. </li></ul><ul><li>Chris Jones- Surgical Care Nurse </li></ul><ul><li>“ When this work commenced, I was concerned that there would be a lot of investment of time and resource for no real benefit. However, this piece of work has been fundamental in allowing us to improve how we listen to, and work alongside patients to improve their experience. The patient experience is what it is all about.” </li></ul><ul><li>Dr Simon Stacey, Consultant Physician and Orthogeriatrician </li></ul>
    19. 19. What do the patients and families think? <ul><li>“ Not only could I share my experience as a family member but my IT skills helped improve things radically” </li></ul><ul><li>“ I have never been involved in anything like this. Not only did I feel that I had a lot to contribute but I also got a much better understanding of some of the difficulties” </li></ul><ul><li>“ Its brilliant, simply brilliant” </li></ul><ul><li>“ My community have ‘co-designed’ the service, it really works for us and costs less money- why isn’t everyone doing this?” </li></ul><ul><li>“ This was so worthwhile, it was cathartic, I felt truly involved and it was well worth the time” </li></ul><ul><li>“ It created a level playing field- we were a collaboration movement” </li></ul><ul><li>“ For the first time in my life I felt they understood what it was </li></ul><ul><li>that I needed, I felt that I mattered” </li></ul>
    20. 20. Engaging people through design Dr. Lynne Maher Director for Innovation and Design