Whose Experience Is It Anyway?
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Whose Experience Is It Anyway?

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Patients' experiences of health care provide invaluable resources for staff training and service improvement. This presentation describes the key points to consider when translating such experiences ...

Patients' experiences of health care provide invaluable resources for staff training and service improvement. This presentation describes the key points to consider when translating such experiences into story resources.

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Whose Experience Is It Anyway? Whose Experience Is It Anyway? Presentation Transcript

  • Using Stories: Whose experience is it anyway? Dr Esther Walker Connect in Care/Forum Interactive Esther Walker/Forum Interactive/Sept2009
  • Objectives
    • Telling & using stories in health service development: issues/ questions.
    • An experience of how stories can be used in your own work.
    • Where can you find story resources?
    Esther Walker/Forum Interactive/Sept2009
  • Motivations: Why listen to/tell stories?
    • Tell me your story – why?
    • To catch & address problems early
    • To understand patient needs (individual/ collective)
    • To get feedback on the service
    • Relationship-building (“we’re listening to you”)
    • Listen to my story – why?
    • To help me process what’s happened
    • To help secure change
    • To vent my anger (catharsis)
    Esther Walker/Forum Interactive/Sept2009
  • Using stories to support learning Esther Walker/Forum Interactive/Sept2009 Relationship between the storyteller and the listener. The Story This is about ME This is about ANY of us. The Medium Face to face Text based The Listener Sympathiser Learner The Context Alone In a group The Emotional Impact Shock Making emotional connections Ethical considerations in relation to the person whose experience it is/the learner.
  • Focus on Learning & Development Esther Walker/Forum Interactive/Sept2009
  • “ Jimmy’s Story” www.patientvoices.org.uk Esther Walker/Forum Interactive/Sept2009
  • “ Can I have a hand please?” www.patientvoices.org.uk Esther Walker/Forum Interactive/Sept2009
  • Some important questions
    • What are the outcomes you’re looking for?
      • Reflections/discussion/greater awareness
      • Improved practice
      • Disseminating research/best practice statements
    • How will this story help you/the group get there?
    • What help will they need from you?
    Esther Walker/Forum Interactive/Sept2009
  • Our focus
    • The relationship between the ‘carer’ and the ‘cared for’.
      • Reflect on the nature of that relationship.
      • Identify the challenges involved.
      • Identify implications for practice.
    • The story resource - “Catch my Eye”
    Esther Walker/Forum Interactive/Sept2009
  • Reflection
    • Personal connections:
      • “ I feel....” (1 min)
      • Thoughts/ideas/connections (2 mins)
      • Share with a partner (5 mins)
    Esther Walker/Forum Interactive/Sept2009
  • Exercise to explore our theme
    • Divide table in half: Julie/Mrs Laing (10 mins)
        • What emotions is she experiencing?
        • What pressures does she face?
        • What are her priorities?
        • Record on Post-Its/lay out on your side of the table.
    • Compare halves (10 mins)
        • What do you notice?
    Esther Walker/Forum Interactive/Sept2009
  • Implications for practice
    • Look at the outcome of this exercise alongside the personal connections you identified.
    • What are the implications for practice?
    • What do we want to do about that?
    Esther Walker/Forum Interactive/Sept2009
  • Carer/Cared for
    • “ carer”
    • Familiar environment
    • Defined role (clear expectations)
    • Secure identity
    • Knowing how & where I fit in
    • Active contributor
    • Network of contacts
    • I am known
    • “ cared for”
    • Unfamiliar environment
    • Loss of identity - “patient”
    • Not knowing what’s going on
    • Passive recipient
    • Nobody knows me
    • Pain, discomfort.
    Esther Walker/Forum Interactive/Sept2009
  • Implications for Practice
    • It is very easy for the ‘carer’ to lose sight of what it is like to be one of the ‘cared for’.
    • The experience of the ‘cared for’ provides essential feedback.
    • We need ways to remind ourselves to seek that feedback.
    Esther Walker/Forum Interactive/Sept2009
  • Whose experience is it anyway?
    • Transition: from a personal experience to the learner’s experience.
    • Encourage/value different perspectives.
    • Unexpected things always come up (follow what’s interesting but keep focussed)
    • Always allow time for people to reflect on their personal response.
    Esther Walker/Forum Interactive/Sept2009
  • Story resources
    • www.patientvoices.org.uk
    • www.patients-association.org.uk
    • Internal organisation’s processes (on ward, complaints process)
    • NHS Education for Scotland (Patient’s Experience Programme)
    Esther Walker/Forum Interactive/Sept2009