Slides presented at final event for graduands of the NHS Leadership Academy Elizabeth Garrett Anderson programme 16 February 2016

1. Values into action:
valuing & working with patients,
citizens and communities
Jeremy Taylor, CEO, National Voices
At EGA Cohort 2.3 event
Tuesday 16 February 2016

2. What I will talk about…
• How working with patients creates value (and
why it’s more than “patient voice”)
• What we choose to value as leaders
• Where our values come in

3. The value of working with people

4. • Coalition of 160+ charities
• Founded 2008
• We work for a strong patient and citizen voice,
and services built around people
• We stand up for voluntary organisations and
their vital work for people’s health and care

5. Out-of-
Hours
Doctors
GP
District
Nurses
Social
Worker
Malcolm &
Barbara
Consultant
Continence
Adviser
Speech &
Language Adviser
Dietician
Community
Dentist
Occupational
Therapist
Equipment
Service
Physiotherapist
Alternating
Mattress technician
Wheelchair
Service
Oxygen
serviceDirect
Payments
Team;
Rowan
Org.
Alzheimer’s
Soc outreach
worker
Care team
2 live-in carers
(alternating weekly)
Replacement carer
[Some night nursing
– Health]
Emergency carers
& Barbara
The Web of
Care
(Last 7 yrs)
Dementia
Advisory
Nurse?

6. Person centred coordinated care
“I can plan my care with people who
work together to understand me and my
carer(s), give me control,
and bring together services
to achieve the outcomes important to
me.”
I have the
Information
I need…
I am supported
to achieve my
goals….
The professionals work as a
team.
I always know who is
coordinating my care
I’m involved as
I want to be in
decisions…
I work with my
team to agree a
care and support
plan…
When I move between settings
there is a plan in place….

8. The Five Year Forward View
“We have not fully harnessed the renewable
energy represented by patients and
communities”

9. The Five Year Forward View
• You make care and support person centred:
caring, personalised, coordinated, empowering
• Services are created in partnership with citizens
and communities
• You focus on equality & narrowing health
inequalities
• You support carers
• The voluntary, community and social enterprise
sectors are key enablers
• Volunteering & social action are key enablers

10. The Five Year Forward View
• The health & wellbeing gap
• Care and quality gap
• Funding gap
• The fourth gap…….

11. Person centred approaches
create value – eg:
• shared decisions about treatments
• access to personal records – proven to support self management,
shared decisions and people’s commitment to courses of
prevention and treatment
• health coaching
• care and support planning, using the principles and stages outlined
by National Voices and others.
• information, education and support for self-management,
including peer support, for people living with long term conditions
and disabilities
• peer support
• asset based approaches such as social prescribing
• personal budgets to give people greater control over the way they
maintain their health and wellbeing
www.nationalvoices.org.uk/evidence
Realising the value programme

12. Why should we value
this kind of value?
• People engaged and supported in health behaviours
and their care & treatment are more likely to: have
better health; have better outcomes from care and
treatment; manage better;
• People engaged and supported in health behaviours
make less use of high cost services
• Communities actively involved in decisions can help
shape services that work for them (and therefore you);
can solve many of their own problems;
• The NHS can’t do it alone, and doesn’t have the
resources

13. Practical ways of realising this value
• prioritising clinical shared decision making,
personalised care planning, support for self care
• using your feedback data
• working with your Healthwatch & voluntary groups
• working with service-users to co-design service
improvements
• maintaining a dialogue with the local community
• embracing and developing patient and lay leaders
• focussing on & measuring what matters to patients

14. What we choose to value as
leaders

15. What do we choose to value?
• Delivering against targets
• Delivering within budgets
• Clinical outcomes
• Organisational priorities
• Staff priorities
• Patients’ priorities
• Carers’ and relatives’ priorities
• Health and wellbeing in our community

16. Listening can be hard

17. Sharing can be hard

18. Working in partnership
can be hard
• I am under huge pressure to deliver
• I have no time
• I know what to do: I am a highly trained,
expert problem-solver
• I can’t take the risk of letting go
• I am not recognised or rewarded for
collaborating
• I don’t know how

19. Leadership in a time of targets
Traditional:
“smile upwards and frown downwards”
Better:
“frown upwards and smile downwards”
From: "Stop Kicking the Cat" - a blog by David
Gilbert

21. Bringing it back to values

22. • working together for patients
• respect and dignity
• commitment to quality of care
• compassion
• improving lives
• everyone counts

23. Setting the ambition

24. In conclusion….

25. Patients & carers can help
• We are a major source of value
• It pays to value our value!
• Engagement is not a distraction from the day job – it is
the way to do the day job in difficult times
• Engagement is the “4th gap” and a key way to narrow
the other 3 “gaps”
• It’s a lot more than just “hearing the patient voice”
• Engaging staff and engaging patients are closely related
• They are inseparable from putting NHS values into
action.

26. Thanks for listening!
Questions?
@NVTweeting
@JeremyTaylorNV
www.nationalvoices.org.uk